ITIL (IT Infrastructure Library)

ITIL 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 publications themselves.

This guide describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL:

• Service Delivery

• Service Support

• ICT Infrastructure Management

• Planning to Implement Service Management

• Application Management

• The Business Perspective

• Security Management.

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.

1 Introduction
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
13 Summary
14 Further Guidance and Contact Points

download all chapters in the pocket guide

Acknowledgments

The OGC gratefully acknowledges this contribution from the itSMF and in particular the individual contributions from Colin Rudd of itEMS Ltd, Gary Hodgkiss of CGE&Y, and the editor Alison Cartlidge of Xansa.

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