IT Infrastructure Library - ITIL Framework

DSP’s dedicated support function implements the principles outlined within the ITIL framework.

Historically, organisations have implemented ITIL (IT Infrastructure Library) to improve technical support performance, particularly in the service delivery area.

This provides an organization framework for measuring excellence, identifying gaps and stimulating solutions. This is applicable for business planning, operational and project review.

DSP’s dedicated support function implements the principles outlined within the ITIL framework. This is reflected in our transition process, as well as business as usual support which includes our service desk function.

However, with the advent of Corporate Accountability, Enterprise Security and pressure to meet and respond to defined service levels, ITIL is now an integral and 'de facto' standard within the modern service orientated organisation.

Organisational drivers for ITIL include:
  • Regulatory Adherence and Response to Legislative changes
  • Cohesive Service Integration Across the Host Organisation
  • Standardisation of Support and Service Level Response
  • Documented Approach to process and procedures
  • Single View of Service Environment including comprehensive reporting
  • Increases the ability for organisations to integrate seamlessly
  • Implements best practice culture
The IT Infrastructure Library is a combination of documents that are used to aid the implementation IT services and manage the lifecycle of a technical environment.

The ITIL framework is not rigid and therefore is adaptable for a wide range of organisational requirements. ITIL defines how Service Management is applied within an organisation and manages interactions between suppliers and technology. It also is aligned with the international standard, ISO 20000.

ITIL is organised into five key areas:
  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation
  • Continual Service Improvement
The ITIL describes a loop feedback system that provides feedback throughout all areas of the environment. The volumes continue to provide a framework of best practice disciplines that enable IT Services to be provided effectively.

DSP promotes and recommends the ITIL methodology as a vehicle for promoting governance, service level management and continual improvements to the support environment.

For further details please view the managed services section on the DSP website or alternatively contact DSP offices to discuss how DSP and ITIL can help your organisation.


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