ITIL (IT Infrastructure Library)
provides a framework of “best
practice” guidance for IT Service Management
and is the most widely used and accepted approach to IT
Service Management in the world. This pocket guide has
been designed as an introductory overview for anyone who
has an interest or need to understand more about the objectives,
content and coverage of ITIL. Whilst this guide provides
an overview, full details can be found in the actual ITIL
This guide describes the key principles of IT Service
Management and provides a high-level overview of each of
the core publications within ITIL:
This guide reinforces the key ITIL message that IT services
are there solely to support the business and its efficient
and effective operation.
The advice contained within this guide is neither definitive
nor prescriptive, but is based on ITIL best practice. The
use of ITIL is applicable and is of benefit to all IT organisations
irrespective of their size or the technology in use.
2 What is IT Service Management?
3 Why Implement Service Management?
4 The ITIL Framework
5 Service Delivery
6 Service Support
7 ICT Infrastructure Management
8 Planning to Implement Service Management
9 Application Management
10 The Business Perspective
11 Security Management
12 Related Standards and Complementary Books
14 Further Guidance and Contact Points
download all chapters in the pocket guide
The OGC gratefully acknowledges
this contribution from the itSMF and in particular the individual
contributions from Colin Rudd of itEMS Ltd, Gary Hodgkiss
and the editor Alison Cartlidge of Xansa.