ITIL in an MSP Environment

Pink Elephant nabídl v listopadu 2005 25-ti stránkový text, který určitě zaujme dodavatele ITIL řešení - označované jako Managed Service Providers (MSPs). Text je publikován pod názvem:
"ITIL®, IT Governance & The Managed Service Provider (MSP)". Pro představu o obsahu a o pojetí tématu uvádím citát několika vybraných odstavců:

"Managed Service Providers (MSPs) are facing mounting pressure from potential customers to demonstrate how their services align with ITIL best practices. This document aims to illustrate and describe the reasons for an MSP to adopt ITIL, as well as some of the pitfalls that an MSP might encounter in the current IT environment."

"Unlike an internal IT service provider, an MSP has two specific views toward ITIL: internal and external. With regard to their internal IT operations, MSPs are like any company with an internal IT department - they will benefit greatly from the establishment of clear, consistent, repeatable, documented and auditable IT processes. ITIL provides the framework and describes the processes. The MSP will not only reap internal operational benefits; but, they will also build expertise and credibility in the implementation of these processes with their customers. While the goals and definitions of ITIL’s Service Support and Service Delivery processes will not change in the external MSP environment, they will undoubtedly be implemented from a different point of view."

"Since ITIL’s processes can be harnessed to support a SAS-70 compliance program, it makes sense for MSPs to look to ITIL.
When looking at ITIL and envisioning its use, MSPs should use the following roadmap:
1. MSPs should begin immediately to embrace ITIL and to manage their internal operational processes according to ITIL principles. Only by actively implementing and improving the ITIL processes can an MSP hope to gain ITIL expertise to offer to their customers.
2. MSPs should seek some external acknowledgement of their ITIL achievements (BS15000, ISO20000, independent Process Assessments, etc.) to publicy demonstrate that their own IT operational processes are in line with the ITIL framework.
3. MSPs should engage their customers in process discussions to enhance the MSP’s
offerings. MSPs should strive to embed as much of the ITIL processes as possible into their new and renewing contracts."
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