Understanding ITIL

What does ITIL mean?

• Information Technology Infrastructure Library

What is at stake?

• To reach operational excellence in terms of IT services through service outsourcing by using a common language

What is it about?

• It is a set of practices for IT service management that focuses on aligning IT services with the needs of business. It is quality and process-oriented. ITIL is published in a series of publications providing procedures and recommendations that give an IT department the opportunity to answer issues faced by the network users and issues linked to the IT tools of a company

• This solution is totally quality service-oriented and allows reactivity, transparency and cost management. ITIL is an approach by process setting responsibilities (roles and functions).
  For instance, when a customer reports an incident, the incident management process is launched automatically and is followed by a series of coordinated activities aiming at restoring the service for the client as soon as possible

Where does ITIL come from?

ITIL comes from the UKs Office of Government Commerce (OGC) in the early 80’s under Margaret Thatcher’s government. It aimed at maximizing internal IT services.

ITIL in-depth

• ITIL is a set of good practices for an organisation’s Information Technology Service Management (ITSM)
• ITSM brings a service quality concept for the IT users of an organisation. ITSM is internationally certified ISO/CEI 20000. It is also in contradiction with a technological IT approach only and focuses more on aligned-IT service management
• ITIL’s best practices offer a series of coordinated activities that maximises IT services. The implementation of ITIL process requires Roles and Functions to be said within an organisation’s IT support service.
• The first version was published by the British Government in the late 80’s and is now composed of several publications

• ITIL v2 started being well-known and recognised in France in 2003-2004. It is also recognised thanks to two publications amongst 9 existing publications dealing with Service Management. These two are Service Support and Service Delivery.
• The new ITIL v3 publication was released on May the 30^th, 2007 and is composed of 5 core books and an introduction book. Each of them deals a phase of the lifecycle of services.
• ITIL v3 is an extension of ITIL v2 and provides a more holistic perspective on the full lifecycle of services thanks to the strategy concept and the lifecycle of service concept. ITIL v3 is more comprehensive and more adapted to modern IT organisations. The library format has changed to suit better smaller companies.

Need Experts?

• Service Automation
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• ITIL
  • ITIL v2
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• CMMI
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• eSCM eSourcing Capability Model