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ITIL is a very large, all-encompassing idea that streamlines IT services inside an organization.

"ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of detailed practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins ISO/IEC 20000 (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework.

ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. (It is to be noted that there is no formal independent 3rd Party Compliance Assessment available for ITIL compliance in an organization, Certification in ITIL is only available to individuals and relates to their knowledge of the 5 books)"


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Service strategy

  • Strategy management
  • Service portfolio management
  • Financial management
  • Demand management
  • Business relationship management

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Service design

  • Design coordination
  • Service catalogue management
  • Service level management
  • Availability management
  • Capacity management
  • IT Service continuity management
  • Information security management
  • Supplier management

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Service transition

  • Transition planning and support
  • Change management
  • Service asset and configuration management
  • Release and deployment management
  • Service validation and testing
  • Knowledge management

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Service operation

  • Event management
  • Incident management
  • Request management
  • Problem management
  • Access management


  • Service desk
  • Application management
  • IT Operations management
  • Technical management

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Continual Service Improvement

  • Identify the strategy for improvement
  • Define what you will measure
  • Gather the data
  • Process the data
  • Analyze the information and data
  • Present and use the information
  • Implement improvement

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