Monday, 29 July 2013

What is ITIL®

 

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).

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Image: ©Crown 2007

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