ITSM & ITIL FAQs
ITIL — the industry's chosen standard
Internationally well established, and under continuing development, the IT Infrastructure Library (ITIL) is a series of best-practice documents developed to help organisations establish robust IT service management processes.
ITIL provides a consistent approach to quality in service management: enabling easier compliance, development of employees and compatibility across technology and suppliers.
 ITIL is...
- A scaleable approach
- A coherent set of processes
- A common language for IT
- An accreditation for professionals
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 ITIL isn't...
- An out-of-the-box solution
- A methodology
- A complete change framework
- The whole answer
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What is ITIL?
ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group.
ITIL is intended to assist organisations to develop a framework for IT Service Management. Worldwide, ITIL is the most widely used best practice for IT Service Management.
Source: OGC, November 2006
What is meant by ‘IT Service Management’?
IT Service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organisation and the need to deliver a high quality IT service. IT Service Management is designed to focus on the people, processes and technology issues that IT organisations face.
Source: OGC, November 2006
Why adopt ITIL?
Increased levels of customer satisfaction
Customers are clear about the level of services they should receive and services are delivered in line with those expectations.
Cost reduction and increased return on IT investment
More efficient processes result in more effective use of resources: both people and assets.
Improved staff morale and turnover
Staff are clear about roles, responsibilities and accountabilities. They are recognized as professionals in service management and have certification to back it up.
Simpler regulatory compliance
Documented processes are essential when trying to meet regulatory compliance, such as Sarbanes Oxley
A common language
Easier communication with the IT function as well as its service providers.
For more on IT Service Management and ITIL visit the Office of Government Commerce (OGC) website at http://www.itil.co.uk/
To view the Office of Government Commerce ITIL glossary visit: http://www.itil.co.uk/glossary.htm
ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
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