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About ITIL® Version 2

The Information Technology Infrastructure Library (ITIL^®) is a best practice process framework for the management of IT. Initially developed in the late 1980's by the UK Government, it was found to also benefit organisations across all business sectors. The IT Infrastructure Library has since become the de facto standard for Service Management and is used by countless organisations worldwide. ITIL is a process-driven approach to ICT management that looks at the efficient and effective use of People, Process, Products (tools and technology) and Partners (suppliers, vendors and outsourcing organisations).

Currently, ITIL is comprised of seven books that provides non-prescriptive guidance for the management of IT from a top-down, business driven perspective.




At the heart of ITIL are the two Service Management books for Service Delivery and Service Support. Supporting Service Management are the ICT Infrastructure Management, Application Management and Security Management books. Planning to Implement Service Management and The Business Perspective provide strategic guidance on managing cultural and organisational change and aligning IT to business objectives.

Service Delivery

Service Delivery covers the processes required for the planning and delivery of quality IT services and looks at the longer term processes associated with improving the quality of IT services delivered.

Service Support

Service Support describes the processes associated with the day-to-day support and maintenance activities associated with the provision of IT services.

ICT Infrastructure Management

This book covers all aspects of ICT Infrastructure Management from identification of business requirements through the tendering process, to the testing, installation, deployment and ongoing operation and optimisation of the ICT components and IT services.

Application Management

Application Management describes how to manage applications from the initial business need, through all stages in the application lifecycle, up to and including retirement. It places emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the application lifecycle, to ensure that the business obtains best value from its investment.

Planning to Implement Service Management

This book examines the issues and tasks involved in planning, implementing and improving Service Management processes within an organisation. It also addresses the issues associated with addressing Cultural and Organisational Change, the development of a vision and strategy and the most appropriate method of approach.

The Business Perspective

The Business Perspective provides advice and guidance to help IT personnel to understand how they can contribute to the business objectives and how their roles and services can be better aligned and exploited to maximise that contribution.

Security Management

Security Management details the process of planning and managing a defined level of security for information and IT services, including all aspects associated with reaction to security Incidents. It also includes the assessments and management of risks and vulnerabilities, and the implementation of cost justifiable countermeasures.

Source: An Introductory Overview
of ITIL, Copyright itSMF © 1994