Ing. Esdras

Published in association with the
Best Management Practice Partnership

The IT Service Management Forum

An Introductory
Overview of ITIL® V3

A high-level overview of the

IT INFRASTRUCTURE LIBRARY

The IT Infrastructure Library

An Introductory
Overview of ITIL® V3
Version 1.0
Written by:

Alison Cartlidge
Ashley Hanna
Colin Rudd
Ivor Macfarlane
John Windebank
StuartRance

Xansa - Steria
HP
itEMS Ltd
IBM
Sun
HP

Edited by:

Alison Cartlidge
Mark Lillycrop

Xansa - Steria
itSMF UK

Published by:

The UK Chapter of the itSMF

With thanks to all those who took part in the review process.
© Copyright itSMF Ltd, 2007
This version first published 2007
Based on other copyright material with the permission of the copyright
owners.
ITIL® is aRegistered Trade Mark, and a Registered Community Trade Mark,
of the Office of Government Commerce (OGC) and is registered in the US
Patent and Trade Mark Office.
PRINCE® is a Registered Trade Mark, and a Registered Community Trade
Mark, of the Office of Government Commerce (OGC) and is registered in the
US Patent and Trade Mark Office.
COBIT® is a Registered Trade Mark of ISACA and the ITGA.CMM® is registered in the USA Patent and Trademark Office.
PMBoK® is a Registered Trade Mark of the Project Management Institute.
M_o_R ® is a Registered Trade Mark and a Registered Community Trade
Mark of the Office of Government Commerce.
© Crown copyright material reproduced with the kind permission of OGC on
behalf of the Controller of Her Majesty’s Stationery Office (HMSO).
The SwirllogoTM is a Trademark of the Office of Government Commerce.
ISBN 0-9551245-8-1
1

A bout this guide
ITIL (IT Infrastructure Library) provides a framework of Best Practice
guidance for IT Service Management and since its creation, ITIL has grown to
become the most widely accepted approach to IT Service Management in the
world.
This pocket guide has been designed as an introductoryoverview for anyone
who has an interest in or a 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:

I

ServiceStrategy

I

Service Design

I

Service Transition

I

Service Operation

I

Continual Service Improvement.

An overview of the qualifications scheme is also included.
The advice contained within this guide is neither definitive nor prescriptive, but
is based on ITIL Best Practice. The guidance in the ITIL publications is
applicable generically and is of benefit to all ITorganizations irrespective of
their size or the technology in use. It is neither bureaucratic nor unwieldy if
utilized sensibly and in full recognition of the business needs of the
organization.

2

Contents

About this Guide

2

Contents

3

1 Introduction

4

2 What is Service Management?

6

3 What is ITIL?

8

4 Service Strategy

12

5 Service Design

18

6 ServiceTransition

24

7 Service Operation

29

8 Continual Service Improvement

35

9 Process Cross Reference

41

10 Qualifications

43

11 Related Standards and Other Sources

47

12 Summary

49

Further Guidance and Contact Points

51

Best Practice within ITIL

52

About itSMF

53

About the Partnership

54

3

1 Introduction
It has become increasinglyrecognized that information is the most important
strategic resource that any organization has to manage. Key to the collection,
analysis, production and distribution of information within an organization is
the quality of the IT Services provided to the business. It is essential that we
recognize that IT Services are crucial, strategic, organizational assets and
therefore organizations...