The IT Infrastructure Library (ITIL) is an industry best practice framework for IT Service Management that establishes best practice and a standard of IT service quality that customers should demand and providers should seek to supply. It was developed by the CCTA (now the OGC - Office of Government Commerce) in collaboration with subject experts, practitioners, consultants and trainers to help organizations improve the way they use IT.
The ITSM Concept
Service Management is a collection of shared responsibilities plus interrelated disciplines and processes that enable an organization to measure, control and ultimately manage the IT infrastructure to deliver quality, cost effective services to meet both short and long term business requirements. This can involve supporting one or more business areas ranging from single application access to a complex set of facilities spread across a number of differing platforms.
IT Infrastructure Management
IT infrastructure management is an integral part of IT Service Management. The IT infrastructure consists of the hardware, software, networks, documentation and skills required to support the provision of quality cost effective IT services. Underpinning this is the environmental infrastructure upon which it is built. These assets and their use must be managed, hence the term IT infrastructure management.
Why ITIL was Developed
•To improve efficiency.
•To facilitate the quality management of IT services.
•To increase cost effectiveness.
•To reduce risks.
•To provide codes of practice in support of total quality management.
ITIL is a registered trade mark of OGC - Office of Government Commerce