ITIL - Information Technology Infrastructure Library
For many years, companies have struggled with the need for tighter relationships between IT and business managers. Increasingly these companies are turning to ITIL best practice as the answer to this perennial management problem, resulting in sustained increases in service levels, combined with reduced operating costs. Also the introduction of a British Standard, BS15000, with an ISO standard to follow, based on ITIL, allows organisations to audit the quality and contribution of IT service delivery to their business

ITIL is the acronym for the "IT Infrastructure Library" guidelines developed by the CCTA (now OGC) in Norwich, England, for the British government. Today, ITIL is the de-facto global standard in the area of service management. It contains comprehensive publicly accessible documentation on the planning, provision and support of IT services.

ITIL provides the basis for improvement of the use and effect of an operationally deployed IT infrastructure. IT service organizations, employees from computing centers, suppliers, specialist consultants and trainers took part in the development of ITIL.

ITIL describes the framework for establishing and operating IT service management. Apart from guidelines for service management, ITIL provides its users with a range of other products, for example, in the areas of:

  • Training and coaching
  • Vocational and professional examinations
  • Consultancy
ITIL is best practice guidelines for service management, with the guidelines describing what rather than how. Service management is tailored to the size, the internal culture and, above all, the business requirements of the company.In summary

  • Aligning IT services with business requirements
  • A set of best practices, not a methodology
  • Providing guidance, not a step-by-step, how-to manual; the implementation of ITIL processes will vary from organization to organization
  • Providing optimal service provision at a justifiable cost
  • A non-proprietary, vendor-neutral, technology-agnostic set of best practices.
  • ITIL Model

  • ITIL Processes cross all IT Departments
  • ITIL Processes are focused on business results
  • ITIL Processes are clearly defined with no overlap and no gaps
  • IT Services are optimized and delivered based on client needs

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