ITIL^® Fundamentals
ITIL^® is a registered trade mark of OGC - the Office of Government Commerce

ITIL is a set of books that have been developed, documented, and published by the UK Office of Government Commerce (OGC). They describe an integrated set of process oriented best practices for managing IT services. Although there are many supportive documents that have been developed surrounding the ITIL best practices, they are fundamentally organized into 2 functional areas:

IT Service Support

• Configuration Management - physical and logical perspective of the IT infrastructure and the IT services being provided

• Change Management - standard methods and procedures for effective managing of all changes

• Release Management - testing, verification, and release of changes to the IT environment

• Incident Management - the day-to-day process that restores normal acceptable service with a minimal impact on business

• Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them

• Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT

IT Service Delivery

• Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements

• IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service

• Capacity Management - enables an organization to tactically manage resources and strategically plan for future resource requirements

• Service Level Management - maintain and improve the level of service to the organization

• Financial Management for IT Services - managing the costs associated with providing the organization with the resources needed to meet requirements

The OGC did not author the entire library of ITIL books. ITIL is the result of many organizations and industry experts. In conjunction with OGC, they all performed an editorial functions. OGC examined the processes presented in the books to ensure that they met ISO9001 quality standards. Therefore ITIL is essentially non-proprietary since it is not based on any one person or organization's view of a particular process.

ITIL represents best practices because the books reflect the experience of many IT professionals and experts. It is also a quality document since it met ISO9001 standards. Lastly, ITIL is considered "public domain" because it is a Crown Copyright.

Additional ITIL Information

In addition to the IT Service Delivery and IT Service Support set of books, there are:

• Manager's Set - designed for IT service managers and their staff this set contains information about how to organize staff (functions and roles) as well as how to plan and manage relationships with customers and suppliers

• Software Support Set - this describes those aspects of IT Service Management that relate to and impact on, software developers

• Computer Operations Set - this information is for operations managers and staff responsible for managing large scale computer data centers

• Environmental Set - provides information about the issues that need to be addressed for planning, implementation, and management of IT infrastructure

• Business Perspective Set - provides information associated with IT that the business manager has to deal with

Additional information can be found at the ITIL website: www.itil.co.uk/index.html

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NOTE: This website and the information contained herein is maintained by Rick Leopoldi of RL Information Consulting LLC. Some information is considered "public domain" and contained here as a central repository, all other portions of IT Service Management information is proprietary to RL Information Consulting LLC.