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ITIL
®
: Best Practices forManaging Your IT Infrastructure
Cheryl E. SimpsonIT Service Management Consultant 
Revised January 2009
 
1-800-843-8733www.learningtree.ca
ITIL
®
is a Registered Trade Mark o the Ofce o Government Commerce in the United Kingdom and other countries.IT Inrastructure Library 
®
is a Registered Trade Mark o the Ofce o Government Commerce in the United Kingdom and other countries.
©2009 Learning Tree International. All Rights Reserved.
 
1.0 Introduction ....................1 
1.1 The Challenges of ITand the Business
...................1
2.0 What is ITIL
®
....................2 
2.1 Overview/Who Owns ITIL
®
 
........2
2.2 Choosing the Right Frameworkfor Your Organization
..............2
2.3 IT Service Management
............2
2.4 The Library
.........................2
2.5 Ongoing Development
............3
3.0BenetsofITIL
®
 
.................3 
3.1 Managing the IT Infrastructure
.....3
3.2 Integrating IT and the Business
.....3
3.3 Return on Investment
..............3
4.0 Implementing Best Practices ......4 
4.1 Where Do You Start?
...............4
4.2 Essential Ingredients
...............4
4.3 The Implementation Journey
.......5 
4.4 Keeping the Momentum Going
....5
5.0CerticationandTraining
........5 
5.1ITILv3QualicationScheme
......5
5.2 Credit for ITIL v1 and
v2Certications
....................6
6.0 More Information ...............67.0 Bibliography/Reference/Further Reading .................68.0 Resources .......................7About Learning Tree International .......8About the Author .....................81.0 Introduction
 
1.1 The Challenges of IT and the Business
“Pressures to decrease cost, increase reliability and comply withlocal regulations conspire to make it harder than ever or IT todeliver business services efciently. We are ast approaching thestage o IT’s evolution at which innovation must translate intooverall process improvements, as it did in the mainrame world 20 years ago. This quest or process improvement is the root cause o a universal interest in best practices and in rameworkssuch as IT Inrastructure Library
®
(ITIL).” 
Forrester, September 1, 2005To ensure smooth operation, businesses depend onInormation and Communication Technology (ICT). Thisdependency ranges rom availability o systems, and ability to handle computing and inormation capacity requirements,to the simpler break/x o end users’ computers.It is essential that IT understands the business that itserves in order to deliver cost-eective and cost-justiedIT service provisioning.
BenetsrealizedbymanyITorganizations
 through the implementation of ITIL and processesbased on best practice guidelines are:
•GreateralignmentofITservices,processesand
 goals with business requirements, expectationsand goals
•Improvedbusinessprotabilityandproductivity •Supportstaffthataremoreawareofbusiness
 processes and business impact
•Areductioninoverallmanagementandsupport
 costs leading to reduced Total Cost o Ownership
•Improvedserviceavailabilityandperformance,
 leading to increased business revenue
•Improvedservicelevelsandqualityofservice
Source:
 An Introductory Overview o ITIL
®
 
v3
 , itSMF 2007
TABLE OF CONTENTS
1
ITIL
® 
: Best Practices for Managing Your IT Infrastructure
LEARNING TREE INTERNATIONAL
 
White Paper
1-800-843-8733 
•
www.learningtree.ca
©2009 Learning Tree International. All Rights Reserved.
 
2.0 What is ITIL
 
2.1 Overview/Who Owns ITIL
 
ITIL reers to the Inormation Technology InrastructureLibrary 
®
. It is a collection o best practices written by industry consultants, practitioners and experts or the managing o the IT Inrastructure. It is the de acto standard or ITservice provision and will assist in an organization’seorts to achieve ormal ISO standardization throughISO/IEC 20000 IT Service Management certication.
ITILwasdevelopedbytheCCTA,nowcalledtheOfce
 o Government Commerce (part o the British Government),in the late 1980s. ITIL can be implemented as a whole orin small pieces, depending on an organization’s needs.Even implementation o only one or two processes may provide a positive impact on service provisioning.
2.2 Choosing the Right Frameworkfor Your Organization
 When organizations realize the need or standards andbest practices, they oten ask which ones are right or them.Fortunately, many standards complement one another.
CMMI:
The Sotware Engineering Institute’s Capability Maturity Model Integration is used within an organization’ssotware development area. It measures the maturity o the sotware development process. This powerul ProcessMaturity Scale has been adopted and adapted withinother rameworks, including ITIL (see ITIL’s
 Planning to Implement Service Management 
book).
C
OBI
T
®
:
Control Objectives or Inormation and relatedTechnologies can be seen as an IT auditor’s toolkit. Itconsists o control objectives or many areas within an IT
organization.ItincludesAuditguidelines,Descriptions
 o each control objective, Maturity Models (based onCMMI’s Model) or each area, Critical Success Factors,Key Perormance and Key Goal indicators. Version 4 o C
OBI
T better aligns the control objectives with ITIL, especially among the Service Support and Service
DeliveryprocessesandInformationSecurity.Ajoint
publication entitled
 Aligning C
OBI 
T 4.1, ITIL
®
V3 and ISO/IEC 27002 or Business Beneft 
can be downloadedrom
http://www.isaca.org
C
OBI
T
®
isaregisteredtrademarkoftheInformationSystemsAuditand
 
ControlAssociation(ISACA)andtheITGovernanceInstitute.
ISO:
The International Organization or Standardization,ISO, has published more than 17,500 standards, including:
 ISO 9004 Quality Management 
 ,
 ISO/IEC 27002 InormationTechnology Security Techniques
and
 ISO/IEC 20000 IT Service Management 
.
2.3 IT Service Management
IT Service Management:
“Service Management is a set of specialized organizational capabilities for providing value tocustomers in the form of services. These may include all of the processes, methods, functions, roles and activities that a ServiceProvider uses to enable them to deliver services to their customers.”
Source:
An Introductory Overview o ITIL
®
v3
 , itSMF, 2007
2.4 The Library
The ve core titles in the Version 3 library (publishedMay 30, 2007) are:
Service Strategy
:Strategy and value planning, linking IT service strategy tobusiness needs, planning and implementing service strategy.
Service Design
:Objectives, design and cost models, benet/risk analysis,implementing guidance.
Service Transition
:Organizational and cultural change, knowledge management,methods, practices and tools.
Service Operation
:
 Application,Change,andOperationManagement,control
processes and unction, scalable practices.
Continual Service Improvement
:
Driversforimprovement,justication,business,nancialand
organization improvement.Each book in the Version 3 library ollows the same structure, which should make navigation easy. In addition, each bookincludes measurement and control to ensure you are achieving  what you set out to do.
The Ofcial Introduction to ITIL Service Management 
 , © 2007The Stationery Oce, provides an overview to the ve coretitles. It explains basic concepts or IT Service Managementand how ITIL ts into it. It has many new concepts now ound in previous versions o ITIL, such as the Liecycle Model.In addition, it includes a section on governance, liecyclestages, decision making, operation and optimization.
2
1-800-843-8733
•
www.learningtree.ca
 
LEARNING TREE INTERNATIONAL
 
White Paper
©2009 Learning Tree International. All Rights Reserved.
ITIL
® 
: Best Practices for Managing Your IT Infrastructure
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