ITIL (IT Infrastructure Library) 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. | COMPLIMENTARY ISSUE The IT Infrastructure Library An Introductory Overview of ITIL® Version Written by: Colin Rudd itEMS Ltd Contributor: Gary Hodgkiss CGE&Y Edited by: Alison Cartlidge Xansa Published by: itSMF Ltd Webbs Court 8 Holmes Road Earley Reading RG6 7BH United Kingdom Tel: +44 (0)118 926 0888 Fax: +44 (0)870 706 1531 e-mail: publications@ © Copyright itSMF, 2004 This version first published April 2004 Minor updates published July 2004 Based on other copyright material with the permission of the copyright owners. The itSMF would like to thank the contributors to an extensive international quality review process for their comments. ITIL® is a registered trademark and a registered community trademark of the Office of Government Commerce (OGC) and is registered in the . Patent and Trademark Office. © Crown copyright material reproduced with the kind permission of OGC and the Controller of Her Majesty’s Stationery Office (HMSO). 1 About this guide ITIL (IT Infrastructure Library) 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 .
