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A framework of best practice techniques to facilitate the delivery of high-quality information technology services. ...

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What Is Itil And Why Should Anyone Care?
By Will Edwards
When people ask me what I do for a living – and I answer that I teach – the next question usually is the one above: what is and (implied by the look on their faces) why should anyone care? Well that’s the question I wanted to address in this article.

However, before we talk about ITIL, we should first mention the more general subject of Service Management. The discipline of Service Management began with organisations like banks and airlines wanting to improve their customer experience; and put simply, is the application of Service Management principles to IT operations.


The acronym stands for the following …

I – Information
T Technology
I – Infrastructure
L – Library

… and straight away that gives us a clue. We all know what

a library is – it’s a set of books; and that is also, at one level, what is too. It is a set of books that documents Best Practice for operating an IT service operation.

There have been three version of ITL. The original V1 publications began to be released in 1989. They were released over a number of years into the early 1990s when V1 could then be said to exist.

At the turn of the century, the V2 publications were released: Service Support was released in the year 2000, Service Delivery in 2001. Although the V2 library grew to 7 subjects in 9 books, most people tough of as consisting of just those two publications. In 2007, the summer of V3 was released. It now consists of just 5 books: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (CSI).

ITIL is a UK government initiative: the books are published by the TSO (The Stationery Office) and the Framework is owned by the OGC (Office of Government Commerce). However, the involvement of the itSMF (IT Service Management Forum) has been largely responsible for the increasing popularity of the Framework in recent years.

IIL is now a truly global phenomenon. It has become the worldwide de-facto standard for IT Service Management; and it really is here to stay.
Will Edwards runs the ITIL V3 Talk Blog where you can learn all about Service Management completely free ... itiltalk.blogspot.com/

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