What is ITIL?

ITIL is a public framework that describes Best Practice in IT service management. It provides a framework for the governance of IT, the ‘service wrap’, and focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective.

ITIL was published between 1989 and 1995 by Her Majesty’s Stationery Office (HMSO) in the UK on behalf of the Central Communications and Telecommunications Agency (CCTA) – now subsumed within the Office of Government Commerce (OGC). Its early use was principally confined to the UK and Netherlands. A second version of ITIL was published as a set of revised books between 2000 and 2004.

Five volumes comprise the ITIL v3, published in May 2007:

1. ITIL Service Strategy
2. ITIL Service Design
3. ITIL Service Transition
4. ITIL Service Operation
5. ITIL Continual Service Improvement

ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service Management and since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world.

This web site has been designed as a source for anyone who has an interest in or a need to understand more about the objectives, content and coverage of ITIL as well as the details of each ITIL focus area. The wide acceptance of ITIL best practices has led to the need for ITIL certifications, and this ITIL exam preparation and ITIL best practices.

The advice contained within our study material is neither definitive nor prescriptive, but is based on ITIL Best Practice. The guidance in the ITIL publications is applicable generically and is of benefit to all IT organizations irrespective of their size or the technology in use. It is neither bureaucratic nor unwieldy if utilized sensibly and in full recognition of the business needs of the organization.

The Purpose of V3

• Meet the needs of today and tomorrow
• Evolve SM practices to next level of maturity
• Address current practice gaps
• Embed solid processes into a service lifecycle
• Stronger connection to converging frameworks
• Governance
• Standards
• Management

The need for change

• More practical ‘how to’ guidance
• Improved consistency and comprehensiveness
• Extend the focus to measurable business value
• Visible links to other industry practices
• Guidance in context to current needs

Five Aspects of Service Design

1. Requirements, Resources, Capabilities
2. Management Systems, Tools
3. Technology and Management architectures
4. Processes
5. Measurement systems

ITIL Complementary Portfolio

• Supports the ITIL Core
• Topic Specific
• Enhanced Guidance
• Industry Developed
• Research Supported
• Living Library
• Industry owned
• ITIL Branded

Business Benefits of V3

• Official Study Aids
• Outsourcing Expertise
• Scalable Adaptation
• Public Sector
• Knowledge System
• Measurement
• ITIL for Executives
• ITIL in various sectors
• ITIL in various platforms
• Improved use of IT investments
• Integration of business and IT value
• Portfolio driven service assets
• Clear demonstration of ROI and ROV
• Agile adaptation and flexible service models
• Performance and measures that are business value based
• IT Service Assets linked to business services