“WHAT IS ITIL?

Introduction
ITIL™, the Information Technology Infrastructure Library, is the most widely accepted IT-
process management framework in the world. It is owned by the OGC (Office of
Government Commerce), formerly known as CCTA, which is an UK government department,
and was developed during the late 80s. ITIL used to be a set of about 40 books. Recently
the individual processes have been combined into 7 major publications i.e. books or CD-
ROMs. Each publication describes a set of vital IT Service Management processes. Besides
the ITIL framework, the OGC has developed a related project management methodology
called PRINCE2 (Projects IN Controlled Environments version 2), a system analyses,
specification, and design methodology called SSADM (Structured Systems Analysis and
Design Method), and CRAMM (CCTA Risk Analysis & Management Method).

ITIL describes the processes needed to manage the IT infrastructure efficiently and
effectively in order to guarantee the service levels agreed upon by the IT organization and
its customers.

The ITIL Publications

The following is a complete overview of all the ITIL publications and their process subjects.

Service Support
Focuses on ensuring that the customer has access to appropriate services to support the
business functions. Issues covered include service desk, incident management, problem
management, configuration management, change management and release management.
It expands the necessary interactions between these and other core IT service management
disciplines, and updates best practice to reflect recent changes in technology and business
practices.
Processes Covered • Configuration Management
• Service Desk
• Incident Management
• Problem Management
• Change Management
• Release Management

Service Delivery
Service providers need to offer business users adequate support. Service Delivery covers all
aspects that must be taken into consideration. The purpose of Service Delivery is to show
the links and the principal relationships between all the Service Management and other
Infrastructure Management processes.
Processes Covered • Availability Management
• Capacity Management
• IT Services continuity Management
• Financial Management of IT Services
• Service Level Management

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 “WHAT IS ITIL?”

Security Management
Explains the process of security management with IT service management. The guide
focuses on the process of implementing security requirements identified in the IT Service
Level Agreement, rather than considering business issues of security policy. The book was
developed taking into consideration the plans for consolidating and inter-linking the ITIL
Service Support and Service Delivery core guides.
Processes Covered • Security Management

Application Management
Embracing the Software Development Lifecycle, expanding the issues touched on in
Software Lifecycle Support and Testing of IT Services. Applications Management also
provides more detail on Business Change with emphasis being placed on clear requirement
definition and implementation of solutions.
Processes Covered • Software Lifecycle Support
• Testing of IT Services

ICT Infrastructure Management

Covering Network Service Management, Operations Management, Management of Local
Processors, Computer Installation and Acceptance, and for the first time, Systems
Management.
Processes Covered • Network Service Management
• Operations Management
• Management of Local Processors
• Computer installation and Acceptance
• Systems Management

The Business Perspective

Concerning the understanding and provision of IT service provision. Issues covered include
Business Continuity Management, Partnerships and Outsourcing, Surviving Change and
Transformation of business practices through radical change.
Processes Covered • Business Continuity Management
• Partnerships and Outsourcing
• Surviving Change and Transformation of business practices
through radical change
• Understanding and Improving

©2002 InterProm USA Corporation. All rights reserved.

2437 Bay Area Blvd., #133, Houston, Texas 77058
Tel: +1 281-286-2853, Fax: +1 281- 461-9539, URL: http://www.interpromusa.com, E-mail:
info@interpromusa.com
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 “WHAT IS ITIL?”

Planning to Implement Service Management

Explains the steps necessary to identify how an organization might expect to benefit from
ITIL, and how to set about reaping those benefits.
Processes Covered • Continuous Process Improvement

Most widely implemented are the Service Support and Service Delivery processes.

ITIL Characteristics
The fastest and easiest way to characterize ITIL is as follows:
• a non-proprietary IT process framework
• industry independent
• technology independent
• vendor independent
• a de facto standard
• based on Best Practices
• a framework for IT process implementation
• standard terminology
• process interdependencies
• guidelines for implementation
• guidelines for process roles & responsibilities
• maturity checklist
• do’s and don’ts

Why ITIL?
ITIL introduces a process oriented way of working with IT, all focused on delivering high
quality and guaranteed IT services to the IT customer. Advantages of working in a “process
way” are listed below:
• makes quality improvements measurable
• makes IT Service Management processes become manageable
• provides a consistent way of working
• provides a standardization of terminology
• improves your communication process
• increases customer satisfaction by setting the right expectations
• jump starts your efforts to become ISO 9000 certified

More Information
Please visit the ITIL Portal on our website for links to organizations such as the OGC and
the ITSMF, free ITIL White Papers, ITIL material, ITIL training and certification classes,
ITIL-based workshops, ITIL-based audits & assessments, and fixed-price and fixed-duration
implementations of ITIL.
©2002 InterProm USA Corporation. All rights reserved.
2437 Bay Area Blvd., #133, Houston, Texas 77058
Tel: +1 281-286-2853, Fax: +1 281- 461-9539, URL: http://www.interpromusa.com, E-mail:
info@interpromusa.com
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