ITIL, a customizable framework of best practices that promote quality computing services, is the de facto standard for IT service management. ITIL provides a comprehensive approach to managing IT operations,
including guidance on processes, activities, goals, organizational structure and skill requirements. ITIL is supplier-independent and applies to all aspects of IT infrastructure and applications. CDW is a leader in embracing and promoting ITIL best practices. Our hosting and managed services offerings are built around ITIL best practices. The graphic below represents CDW’s ITIL-based IT governance structure. The quadrants and supporting considerations in CDW’s IT governance structure organize our policies, processes and standards
into several categories:
• Changing — Adding or altering production services
• O perating — Operating production services in an ongoing, technical manner
• S upporting — Maintaining production services through necessary reactive support
• O ptimizing — Improving production services and continually aligning IT production services with business needs
• S ecurity — Informing and supporting all of the processes represented through security policies and physical security controls
• Monitoring and automation toolset — Providing automation for all of the processes, including implementation task tracking, maintenance process automation, change tracking, incident identification, and problem and incident tracking — this supports both the efficiency of scale CDW offers to customers and customer requirements for an ongoing audit of CDW’s services
CDW’s internal Governance Training, a requirement for all Hosting and Managed Services staff members, is based on the ITIL approach to IT
service management. CDW has more than 20 ITIL-certified employees, including the ITIL Foundation Certification, and the top ITIL