The Information Technology Infrastructure Library (ITIL), is a set of good practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage.
ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing 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.
The Information Technology Infrastructure Library (ITIL) is a series of books that contain proper procedures to handle situations that any IT organization would come in contact with. Using a series of check lists, tasks and procedures, an IT organization can take what is available to it and implement it in such a way that ensures the company’s success. ITIL is broken up into a series of processes.
ITIL v3 is an extension of ITIL v2 and did fully replace it following the completion of the withdrawal period on 30 June 2011 [2]. ITIL v3 provides a more holistic perspective on the full life cycle of services, covering the entire IT organisation and all supporting components needed to deliver services to the customer, whereas v2 focused on specific activities directly related to service delivery and support. Most of the v2 activities remained untouched in v3, but some significant changes in terminology were introduced in order to facilitate the expansion.
The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include:
single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
single point of entry
single point of exit
easier for customers
data integrity
streamlined communication channel
ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing 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.
The Information Technology Infrastructure Library (ITIL) is a series of books that contain proper procedures to handle situations that any IT organization would come in contact with. Using a series of check lists, tasks and procedures, an IT organization can take what is available to it and implement it in such a way that ensures the company’s success. ITIL is broken up into a series of processes.
ITIL v3 is an extension of ITIL v2 and did fully replace it following the completion of the withdrawal period on 30 June 2011 [2]. ITIL v3 provides a more holistic perspective on the full life cycle of services, covering the entire IT organisation and all supporting components needed to deliver services to the customer, whereas v2 focused on specific activities directly related to service delivery and support. Most of the v2 activities remained untouched in v3, but some significant changes in terminology were introduced in order to facilitate the expansion.
The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include:
single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
single point of entry
single point of exit
easier for customers
data integrity
streamlined communication channel
