“WHAT IS ITIL?” Introduction ITIL™, the Information Technology Infrastructure Library, is the most widely accepted ITprocess management framework in the world.
It is owned by the OGC (Office of Government Commerce), formerly known as CCTA, which is an UK government department, and was developed during the late 80s.
ITIL used to be a set of about 40 books.
Recently the individual processes have been combined into 7 major publications i.e.
Books or CDROMs.
Each publication describes a set of vital IT Service Management processes.
Besides the ITIL framework, the OGC has developed a related project management methodology called PRINCE2 (Projects IN Controlled Environments version 2), a system analyses, specification, and design methodology called SSADM (Structured Systems Analysis and Design Method), and CRAMM (CCTA Risk Analysis & Management Method).
ITIL describes the processes needed to manage the IT infrastructure efficiently and effectively in order to guarantee the service levels agreed upon by the IT organization and its customers. The ITIL Publications The following is a complete overview of all the ITIL publications and their process subjects. Focuses on ensuring that the customer has access to appropriate services to support the business functions.
Issues covered include service desk, incident management, problem management, configuration management, change management and release management.
It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices.
Processes Covered • Configuration Management • Service Desk • Incident Management • Problem Management • Change Management • Release Management Service Support Service providers need to offer business users adequate support.
Service Delivery covers all aspects that must be taken into consideration.
The purpose of Service Delivery is to show the links and the principal relationships between all the Service Management and other Infrastructure Management processes.
Processes Covered • Availability Management • Capacity Management • IT Services continuity Management • Financial Management of IT Services • Service Level Management Service Delivery ©2002 InterProm USA Corporation.
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