ITIL = IT Infrastructure Library

The ITIL describes the processes that need to be implemented in an organization

in the area of management, operations and maintenance of the IT infrastructure i
n order to offer an optimal
service to the customers at the highest possible quality.
ITSM = IT Service Management
ITSM is the management, operations and maintanance of the IT infrastructure.
ITIL describes processes, procedures, tasks, and checklists which are not organi
zation-specific, but can be applied by an organization for establishing integrat
ion with the organization's strategy, delivering value, and maintaining a minimu
m level of competency. It allows the organization to establish a baseline from w
hich it can plan, implement, and measure. It is used to demonstrate compliance a
nd to measure improvement.
~ ISO 20000
PDCA
+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
POLICY
A set of rules and guiding principles to ensure achieving a organisation
objective.
(Eg. Objective : Ensure the employee is provided reimbursement for his official
expenses as per his eligibility in timely manner)
PROCESS
Set of procedures with specified conditions to achieve/control a specifi
c Organisation objective. Flows across profiles/roles and departments/teams. Giv
es clarity on interdepartmental interfaces at high level and different paths the
process will take on different logical conditions.
(eg. Claiming travel expenses as a Process : Claimant will fill a form and submi
t it to Claims Department where it will be processed and if succesful, forwarded
to the HR department, then passed on to the Finance Department, ending in reimb
ursement of expenses into the Claimants official account
. Claims will be rejected/s
ought clarification or settled within 15 days normally)
PROCEDURE Set of flow of activities/tasks to perform specific functions as subse
t of process. It also gives interfacing clarity for entry and exit to the team/d
epartment and ensure consistency in responses aligning to the team/department re
sponsiblity. It may at times, but rarely crosses DEEP into other departments/tea
ms. It will normally end after merely interfacing.
(eg. Procedure for submitting claim form : The claim forms (Form ABC) will be av
ailable at XXX place/team and has to be filled up using XYZ reference document a
nd approved by claimant s supervisor
and then submitted to Claims department within
7 days of return from travel).
ACTIVITIES/TASKS- Step by step flow (details based on the skill of the profiles/
roles performing it) to perform the tasks, confined to the role/profile within t
he team. Gives better clarity on interdepartmental/interrole interfaces at lower
levels and authorities and logic/procedure to be applied when the processing is
passed ot failed.
(eg. Activities/Tasks for Claims Processing Department: Accept the claims in For
m ABC only and after validation, send the form to HR to seek HR department concu

rrence
. If OK from HR, present it to Claims processing Manager for approval and the
n to release payment through the Finance/Accounts Dept. If form not filled up pr
operly reject and send back the form to Claimant with remarks.)
WORK INSTRUCTIONS : Detailed checklist type steps (details based on the role/ski
ll of the person it) to perform the tasks, confined to the person / role, clearl
y defining his authority. Will do the actual processing of logic on pass or fail
and trigeer the alternate path for the process execution.
(eg. WOrk Instrcution for Claims Processing Clerk: Accept the claims in Form ABC
only. Check employee code and manager employee code and validate in reference d
atabase, Check the approvals, amounts, bills, attachments and totals. If OK sign
off in column XX and sent to HR with Claim reference number and update records.
If form has discrepancies, tick column XY as REJECT and send back the form to Cla
imant with detailed remarks in column YY and update records)