IT Infrastructure Library: ITIL

ITIL ( IT Infrastructure Library):

ISO 20000 (BS 15000) the IT Service Management (ITSM) standard.

ITIL defines the organisational structure and skill requirements of an IT area and documents a set of operational management procedures to allow management of an IT operation and infrastructure.

NB ! Importantly, the operational procedures are supplier independent.

The ITIL framework itself comprises seven 'sets' (or volumes):

1. Service Support
2. Service Delivery
3. ICT Infrastructure Management
4. Security Management
5. Planning To Implement Service Management
6. The Business Perspective
7. Applications Management

The two most commonly used are the first two, Service Support and Service Delivery. These comprise of a number of 'disciplies':

Service Support:

• Incident Management
• Release Management
• Problem Management
• Configuration Management
• Change Management
• Service Desk.

Service Delivery:

• Service Level Management
• IT Service Continuity Management
• IT Financial Management
• Capacity Management
• Availability Management
• IT Security Management

Supporting this approach is a structure of examination and certification. The three levels of certification of ITIL:

1. Foundation Certificate
2. Practitioners Certificate
3. Managers Certificate

See: http://www.bs15000.org.uk/ and the ITIL Forum Portal : http://www.15000.net/

See also Wikipedia free Encyclopedia for ITIL: http://en.wikipedia.org/wiki/ITIL