ITIL, Information Technology Infrastructure Library, is a customizable framework of best practices that help deliver IT services and promote process improvement of services.


The British government sought to improve the quality level of IT Services in the 1980s. The Central Computer and Telecommunication Agency developed a framework for providing fiscally responsible and efficient IT services.

In the 1990s, the framework was widely being adopted by large companies and government agencies throughout Europe.

In 2007, ITIL's version 3 was released.


  • Reduced costs
  • Improved Information Technology services
  • Increased productivity
  • Higher customer satisfaction


While v2 emphasizes process lifecycle and alignment of IT to the business. Version 3 focuses on the management of the lifecycle of the services IT provides, and the creation of business value.

In other words v3 aims to more directly impact a companies ROI as where v2 was more concerned with the following of processes.

Service Strategy - this volume consists of Service Portfolio Management and Financial Management. The purpose of this volume is to deliver services that provide a strategic advantage to internal or external customers. It is concerned with the design, implementation, maintenance and continual improvement of service.

Service Design - areas of responsibility for this volume are Availability Management, Capacity Management, Continuity Management and Security Management.

Service Transition - this volume consists of Change Management, Release Management, Configuration Management and Service Knowledge Management.

Service Operation - areas of responsibility for this volume are Incident Management, Problem Management and Request Fulfillment.

Continual Service Improvement - key areas are Service Reporting, Service Measurement and Service Level Management.

Information Technology Infrastructure Library v3

V2 Framework

Ensures that the user has access to the appropriate IT services to support their business. This included the following services.

Service Desk - Provides a single point of contact between the users and IT services.

Incident Management - To help ensure optimal availability of operational services and to provide fast restoration of operational services in case of an outage.

Problem Management - To identify the root cause of an incident and then to take steps to prevent this cause from being an issue in the future.

Configuration Management - The process of tracking all the changes, sometimes called configuration items (CI), in a system.

Change Management - Implements and ensures standardized procedures are followed for requesting, making and recording of all changes to a system.

Service Delivery

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

Service Management Implementation Security Management ICT Infrastructure Management
  • ICT Design and Planning
  • ICT Deployment Management
  • ICT Operations Management
  • ICT Technical Support
Business Perspective Application Management

ITILv3 for Small Businesses

Now, for small to mid sized businesses the issues and challenges they face are different from that of larger businesses. Obviously, they have fewer workers, they can have significantly lower budgets and less structured environments.

However, that does not mean that they can not benefit from a framework of best practices that optimizes services, provides better cost controls and more closely aligns with the underlining business.


Links and References

Definition of Information Technology Table of Contents

Definition of Information Technology Definition of Information Technology describes the primary function of Information Technology. Along with the scope of IT Services and Technologies provides to the Information Technology Services Customers.

Cloud Computing Cloud Computing is the use of Internet computer and software technologies to provide a variety of computer services. It is more than virtual servers. It is a way to increase capacity or add capabilities on the fly without investing in new infrastructure, training new personnel, or licensing new software. The name Cloud comes from the common diagram of the Internet as it is often depicted in computer network diagrams.

Disaster Recovery The purpose of this page is to establish a standard for disaster recovery for systems, applications and their configurations.

ITIL ITIL, Information Technology Infrastructure Library, is a set of best practices that support the delivery of Information Technology Services.

ITIL V3 ITIL v3, Information Technology Infrastructure Library, is a set of best practices that support the delivery of Information Technology Services.

Six Sigma Six Sigma seeks to identify and resolve the causes of defects and errors in engineering and business processes. It uses a set of quality management methods, including statistical methods, and creates a special infrastructure of people within the organization who are experts in these methods. Each Six Sigma project carried out within an organization follows a defined sequence of steps and has quantified financial targets.

SOA Strategies SOA Strategies, the importance of IT articulating the value of its technology strategy to corporate decision makers, the correlation between architecture and successful business-driven initiatives such as cloud computing and software as a service, and how to avoid common architecture mistakes.

SOX SOX, Sarbanes Oxley, reporting and testing requirements are mandating formal approvals and reviews of people who have access to application source code.

SOX Source Code SOX Source Code how to maintain a SOX audit for source code control, you must maintain access control and provide an audit trail of access.

SCMWise Software Configuration Management SCMWise is dedicated to SCM. This site is a central repository for the collection of best practices, processes, methodologies and tools that surround SCM.

SCMWise Configuration Spec

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