Logics of Structure-Building Processes
The Information Technology Infrastructure Library (ITIL) is a collection of pre-defined processes, functions and roles typically found in any IT infrastructure of medium and large enterprises. In five core volumes with currently 26 core processes, ITIL describes the components and processes of the life cycle of IT services (IT Service Management (ITSM)). A core requirement of the processes is measurability. The practical assignment of activities is based on roles and functions. These are merely best-practice suggestions that must be adapted to the needs of the company. Since 2013 ITIL has been a trademark of AXELOS, a joint venture between CAPITA and Cabinet Office.
|ITIL Discipline||ITIL Processes / ITIL Roles|
|Service Transition (Service-Überführung)||Change Management||Change-Evaluation||Projektmgmt. (Trans. Planning & Support)||Application-Development||Release und Deployment Management||Service-Validation & -Test||Service Asset & Configuration Management||Knowledge Management|
|Change Manager||Change Manager||Projekt-Manager||Anwendungs-Entwickler||Release Manager||Test-Manager||Configuration Manager||Knowledge Manager|
|Change Advisory Board (CAB)|
|Emergency Change Advisory Board (ECAB)|
|Service Operation (Service-betrieb)||Event Management||Incident Management||Request Fulfilment||Access Management||Problem Management||IT Oper. Control (Steuerung des IT-Betriebs)||Facilities Management||Application Management||Technical Management|
|IT Operations Manager||Incident Manager||Incident Manager||Access Manager||Problem Manager||IT Operations Manager||Facilities Manager||Anwendungs-system-Analytiker||Technischer Analytiker|
|IT-Operator||1st Level Support||IT-Operator|
|2nd Level Support|
|3rd Level Support|
|Major Incident Team|
According to a study by MSG Services AG, in which over 300 medium-sized companies were surveyed, the companies considered ITIL to be extremely helpful for corporate groups, but too complex for medium-sized and small companies. The processes were not designed for smaller companies, were too methodical and too lengthy, according to the majority of those surveyed. In order to meet the needs of SMEs, the majority of respondents would like a "light version", i.e. a reduced version of the process descriptions. According to a report by expertplace consulting, the problem of many SMEs is that although a lot of money is invested in concepts, these are not sufficiently anchored at the operational level. When difficulties arise, they remain in theories instead of looking for practical solutions. According to a statistic of Compass Germany, the productivity of companies which work according to the ITIL rules has even decreased, because the processes are often implemented incorrectly. The criticism is summarised as follows: "The economic efficiency cannot be assessed in practice, a systematic structure must be worked out in each company itself, clarity suffers from a lack of hierarchical structure and correctness cannot be checked by formulating it in natural language".