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ITIL® - IT Infrastructure Library - summary guide |
What does it do ?
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| What is it? |
A framework of best practices used by excellent IT Service Management organisations… |
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| Its Use? |
Simplest case - An organisation can assess itself using the framework...
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| Its Scope? |
Covers all aspects for IT service management
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| It Produces? |
Ideas on what you may need to change to improve your performance...
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The ITIL approach has been a huge success.
It is used by many major companies e.g. Microsoft, IBM, Barclays, HSBC, Proctor & Gamble, British Airways and Guinness.
Are you continuing to improve...
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What does it contain ?
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Summary |
More info / References |
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| Underlying premise |
Can improve performance of the service provided through a focus on key aspects of the process used to deliver the service
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| IT Service management model |
The IT Service Management model consists of a number of inter-related main areas, highlighted in the right-hand column, arranged into two sub-groups
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Service Delivery
Bigger picture management - to establish the business need, clarify requirements and establish high-level plans to deliver agreed IT Services
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Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
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Service Support
Day-to-day management - to provide the agreed IT Services to support the business on a day-to-day basis
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Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
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Best practice guidance
For each main area clarifies its scope and provides planning & implementation guidance
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View sample pages from the OGC on-line guides:
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| Assessment process |
For each main area:
gather information
understand how the organisation works
capture strengths & opportunities - to give ideas on what may need changed to improve performance
score current performance
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| Scoring scheme |
For each main area, it considers a number of specific criteria under the general headings, listed in the right-hand column
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Process capability
Products
Management Information
External Integration
Customer Interface
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We don't offer "formal" assessments.
We aim to give you an understanding of the key points, so that you can make the model work for you...
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| For a definitive reference - view link (below) |
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