Q: What is ITIL?
ITIL is best practice in IT Service Management, developed by OGC and supported
by publications, qualifications and an international user group.
ITIL is intended to assist organizations to develop a framework for IT Service
Management. Worldwide, ITIL is the most widely used best practice for IT Service
Q: What is meant by ‘IT Service Management’?
A: IT Service Management is a top-down, business driven approach
to the management of IT that specifically addresses the strategic
business value generated by the IT organisation and the need to deliver
a high quality IT service. IT Service Management is designed to focus on
the people, processes and technology issues that IT organizations face.
Q: Who is ITIL for?
A: ITIL is aimed at: IT service providers, IT directors and
It will also inform: Business managers, customers & end-users involved
in building good relationships with their IT service providers plus any
organisation that depends on IT Services.
Q: What are the benefits of using ITIL?
A: ITIL provides a systematic and professional approach to the
management of IT service provision. Adopting its guidance can provide
such benefits as:
* reduced costs
* improved IT services through the use of proven best practice processes
* improved customer satisfaction through a more professional approach to
* standards and guidance
* improved productivity
* improved use of skills and experience
* improved delivery of third party services through the specification of
ITIL or BS15000 as the standard for service delivery in services