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About ITIL® Version 3 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). Service Strategy Service Design Service Transition Service Operation Continual Service Improvement A summary of each of the five core books is outlined below.  Service Strategy A view of ITIL that aligns business and IT so that each brings out the best in the other. It ensures that every element of the Service Lifecycle is focused on customer outcomes and relates to all the companion process elements that follow. Subsequent titles in the core set will link deliverables to meeting the business goals, requirements and service management principles described in this publication.
Service Management strategy and value planning. Linking IT service strategy to business needs. Planning and implementing service strategy.  Service Design In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.
Service design objectives and elements Selecting the service design model Cost models Benefit/risk analysis Implementing service design Measurement and control  Service Transition Service Transition provides guidance and process activities for the transition of services in the operational business environment. It covers the broader, long-term change management role, release and deployment practices, so that risks, benefits, delivery mechanisms and the support of ongoing operational services are considered.
Managing organisational and cultural change Knowledge management Service knowledge management system Methods, practices and tools Measurement and control Companion best practices  Service Operation Service Operation introduces, explains and details delivery and control activities to achieve operational excellence on a day-to-day basis. Readers will find many of the familiar processes from the former service support and service delivery books, which have been updated where necessary.
Application Management Change Management Operations Management Control processes and function Scaleable practices Measurement and control  Continual Service Improvement Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
Business and technology drivers for improvement Justification Business, financial and organisational improvements Methods, practices and tools Measurement and control Companion best practices
Source: OGC Best Management Practice IT Service Management is also supported by the International Standard ISO/IEC 20000. For more information with regard to this standard, please contact us or refer to the Standards websites listed in the Links section of this website. ITIL® is a registered trademark and a registered community trademark of the UK Office of Government Commerce (OGC) and is registered in the U.S. Patent and Trademark Office. |
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Resources Best Practices & Standards ITIL Version 3
Service Improvement
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Solisma is a leading provider of integrated Service Management solutions that help you deliver real business value from IT. We offer a complete range of assessment, consulting and education services that provide you with a clear path to achieving business service excellence.
