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Information Technology Infrastructure Library

The Information Technology Infrastructure Library (ITIL) is a collection of best practises in IT Service Management providing a framework that can be utilised in any organisation to improve capabilities and service management. It was first released in the 1980's by the Office of Government Commerce established to help government deliver best value. ITIL version 2 was released in 2000, a set of seven books based around the 2 key books, Service Support and Service Delivery. May 2007 saw the international launch of version 3 which was based on the service lifecycle approach. The new version puts emphasis on the business benefits delivered by IT.

ITIL ImageStaffordshire Police has already adopted some of the disciplines and working practices specified by the ITIL. One of the key areas of the  Information Systems Strategy for the Police Service (ISS4PS) has dedicated its 14th policy to this

Policy 14 Coordinating Service Management

Police forces will adopt and implement a common approach to service management based on the IT Infrastructure Library (ITIL) model

Staffordshire is currently implementing version 2 of the ITIL.

The following disciplines have been implemented:

  • Service Desk and Incident Management
  • Problem Management
  • Change management

The below disciplines are planned to be implemented by Summer 2010:

  • Release management
  • Service Level Management

Police forces will undergo HMIC (Her Majesty's Inspectorate of Constabulary) assessment measuring maturity of these disciplines in Autumn 2010.

Following the assessment the remaining disciplines listed below will then be implemented:

  • Configuration Management
  • Availability Management
  • Capacity Management
  • Financial Management

What does this mean for you? The most important reason to implement ITIL is the improved quality of service that will be delivered in support of front line operational policing. Having implemented Incident, Problem and Change management, customers are able to receive a more improved service when reporting IT incidents or requesting an IT service.

All change requests or RfC's can be tracked and comments added by the customer. There will be a further Service Improvement Plan (SIP) where the Service management tool ITBM used in the Technology Service Centre will provide a Self Service function where customers will also be able to track their Incidents.

Another phase of the SIP will be to introduce a short version of the RfC process where customers can request an IT Service and not have to go through the full change management process.