2.0 What is ITIL
2.1 Overview/Who Owns ITIL
ITIL reers to the Inormation Technology InrastructureLibrary
. It is a collection o best practices written by industry consultants, practitioners and experts or the managing o the IT Inrastructure. It is the de acto standard or ITservice provision and will assist in an organization’seorts to achieve ormal ISO standardization throughISO/IEC 20000 IT Service Management certication.
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 oten ask which ones are right or them.Fortunately, many standards complement one another.
The Sotware Engineering Institute’s Capability Maturity Model Integration is used within an organization’ssotware development area. It measures the maturity o the sotware development process. This powerul ProcessMaturity Scale has been adopted and adapted withinother rameworks, including ITIL (see ITIL’s
Planning to Implement Service Management
Control Objectives or Inormation and relatedTechnologies can be seen as an IT auditor’s toolkit. Itconsists o control objectives or many areas within an IT
o each control objective, Maturity Models (based onCMMI’s Model) or each area, Critical Success Factors,Key Perormance and Key Goal indicators. Version 4 o C
T better aligns the control objectives with ITIL, especially among the Service Support and Service
T 4.1, ITIL
V3 and ISO/IEC 27002 or Business Beneft
can be downloadedrom
The International Organization or Standardization,ISO, has published more than 17,500 standards, including:
ISO 9004 Quality Management
ISO/IEC 27002 InormationTechnology Security Techniques
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.”
An Introductory Overview o ITIL
, itSMF, 2007
2.4 The Library
The ve core titles in the Version 3 library (publishedMay 30, 2007) are:
:Strategy and value planning, linking IT service strategy tobusiness needs, planning and implementing service strategy.
:Objectives, design and cost models, benet/risk analysis,implementing guidance.
:Organizational and cultural change, knowledge management,methods, practices and tools.
processes and unction, scalable practices.
Continual Service Improvement
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 Ofcial Introduction to ITIL Service Management
, © 2007The Stationery Oce, 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 Liecycle Model.In addition, it includes a section on governance, liecyclestages, decision making, operation and optimization.
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: Best Practices for Managing Your IT Infrastructure