ITIL®, or Information Technology Infrastructure Library, is a set of ITSM best practices (like PMP® is a set of best practices for project management). In fact, it is the most widely adopted set of best practices for ITSM. It is non-proprietary and is maintained by experts and incorporates the learning experiences and practices of leading organizations. Most major corporations such as IBM, Bank of America, and Wal-Mart have adopted ITIL®, and many universities have as well—Ohio State, Stanford, BYU and Wake Forest to name a few.
The reason that ITIL® is so popular is that it provides many benefits such as:
· Alignment with University priorities and objectives
· Known and manageable IT costs
· Negotiated, achievable service levels
· Predictable, consistent processes
· Efficiency in service delivery
· Measurable, improvable services and processes
· A common set of terminology
ITIL® was created in the 1980s by the Office of Government Commerce in the United Kingdom. The current version is ITIL® v3 2011, and its basic concept is based on the lifecycle of a service. In total the current set of best practices is split into five Service Lifecycles that are made up of 24 processes and four functions (see diagram below).
Image: ©Crown 2007