ITIL is the accepted service management service framework for best practices for the provision of Information Technology services and is a basis for aligning business needs with IT.
ITIL was established by the UK government and is currently in its 3rd version. It places a framework around common sense practices, giving people guidelines on the areas they should focus on.
Previous versions of ITIL differ from version 3 in that they had more of a silo approach to process areas such as an incident, problem, change, service level, release and availability. What ITIL service desk practitioners found was that many people remained in their own silo and did not integrate all aspects required to make managing IT a common sense process. For example, many only performed incident management, some only problem management.
The intention of ITIL is that everything inter-relates and integrates – you don’t just perform incident management and … Read More