If you work in IT, you will probably have come across ITIL® (Information Technology Infrastructure Library®), but you might not necessarily know what it entails.
ITIL is a set of detailed practices describing different aspects of IT service management (ITSM). The framework was developed by the UK government’s Central Computer and Telecommunications Agency during the 1980s, and initially consisted of more than 30 books. It has been revised over time, and the latest version, ITIL v3 – published in 2007 and updated in 2011 – is more concise, containing five volumes:
- Service strategy helps organisations understand their customers and how to develop and deliver IT services to meet their needs.
- Service design helps organisations design an efficient and cost-effective service.
- Service transition advises organisations on building and testing their design.
- Service operation advises organisations on how to deliver and manage their service.
- Continual service improvement provides a mechanism for improving the service and the technology and processes used in its management.
ITIL has grown in popularity and influence over the years. In 2005, its practices were incorporated into ISO 20000, the international standard that describes best practices for ITSM.
ISO 20000 helps organisations benchmark how they deliver managed services, measure service levels and assess their performance.
You might also be interested in our ITIL® Foundation (2 Day) Training Course. This course:
- Outlines the ITIL lifecycle;
- Explains the terminology you need to know;
- Raises your awareness of the selected processes, functions and roles involved in the framework; and
- Helps you prepare and practise for the ITIL Foundation exam.
The course is ideal for IT professionals working within an organisation that has adopted ITIL and those who require a basic understanding of the framework.