Qondoc -
IT Infrastructure Library (ITIL) is a framework for IT processes for support, operation and management, which includes processes that can be realised within an IT company. An application of ITIL means a process-oriented business which among other things enables a delivery of IT services in an effective way through an optimum utilisation of resources. Process-oriented working methods make control and follow-up possible. Another advantage of a process-oriented business is that you do not have to start from scratch when updating or putting a new system into operation. A process-oriented business is a means – not the objective.
The framework is to be used as a pool of ideas of how things can be done – not how they must or have to be done – and it should always be adapted to your own business. All companies are different. What is a good idea in one business may not at all be a good idea in another. Many aspects must be considered in succeeding with an application which does not only function in theory or on paper but also in reality. To many, ITIL is “common sense” but it must also be used with common sense. The most essential competencies to succeed with the application are process knowledge and experience with organisational change projects.
There are several reasons why a change project in connection with processes fails. One reason is often exorbitant expectations of what the project is really comprising and that no or only little anchoring is done in the organisation. Sometimes companies try to cut corners – but often end up on detours – which results in a failed project. In general, things which sound too good to be true are in fact just that. There are no shortcuts when implementing change projects and for a process-oriented business.
ITIL consists mainly of 10 processes and a function which are divided into two parts: Service Support and Service Delivery.
The framework is documented in a series of books published by the Office of Government Commerce (OGC). Some of these books are: Introduction to ITIL, Service Support, Service Delivery, ICT Infrastructure Management, and Application Management.
ITIL was developed in the late 80s in Great Britain on request by the British authority Computer and Telecommunications Agency (CCTA) – today Office of Government Commerce. The framework was developed primarily to be used by British authorities. They saw an opportunity for a more effective and cost-effective way of managing IT with the purpose of delivering IT services through uniform working methods and co-operation.
The project started to work with Government Information Technology Infrastructure Management Method (GITIMM), which was the original name. The project addressed different companies to learn from their “best practices” of the delivery of IT services - among these IBM’s best practices, which was documented in “A Management System for Information System”, the so-called “Yellow books”.
GITIMM was later renamed IT Infrastructure Library (ITIL) since they wanted to remove the word Government from the name and further Method, since it was not – and still is not – a method but a guideline to how things can be done.
The project participants brought ITIL to the private sector and the framework has gradually spread over large parts of the world – to Germany, France, The Netherlands, Northern America and Australia to mention some. The framework is used by both public and private businesses – both large and small.
ISO/IEC 20000 is a standard for IT Service Management. It is based on the standard BS 15000. ISO/IEC 20000 became a standard in December 2005. The standard comprises two parts:
ITIL is a registered trademark.