ITIL – IT Infrastructure Library

A process-oriented approach enables you to utilise the organisation’s resources more effectively to work in a structured manner on change management and delivery of new services. Moreover, the effects of process orientation reach beyond the boundaries of the IT organisation.

What is ITIL?

IT Infrastructure Library is a working method in IT service management. ITIL consists of a number of processes for making the resources available in the organisation more effective. The aim is to help make the IT organisation an effective supplier of operation, support and administration. The framework is based on best practices. Instead of falling into the same traps as other people, ITIL helps you to benefit from their experiences and achieve a smooth flow from the start.

ITIL contains ten defined processes that are divided into two areas:

Service Support

• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management

Service Delivery

• Availability Management
• Capacity Management
• IT Service Continuity Management
• Finance Management för IT Service
• Service Level Management

ITIL in practice

Today many firms and organisations work according to some form of process. Even if they do not work in accordance with ITIL, they have anyway introduced processes with allocated resources, such as Incident and Problem and perhaps Change. Using ITIL’s framework, you can refine your processes in accordance with examples based on experience and openly described in the Office of Government Commerce’s (OGC) publications.

Standardisation

There are a number of publications about ITIL and its framework. Moreover, other standards originate from ITIL.

Examples of standardisations:
- ISO/IEC 20000-1:2005
- ISO/IEC 2000-2:2005. Both contain specifications and best practices for service management.