Leyendas

ITIL Foundations

Acknowledgements


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Course Developer Stephen Bajada


Editor James Pengelly


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© 2004 Stephen Bajada


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Introduction


About ITIL


Information Technology Infrastructure Library (ITIL) was developed in England in the 1980s for the Central Computer and Telecommunications Agency (CCTA), an agency of the British Government. By collecting the best practices from top companies, the CCTA established a best practice process framework called ITIL. All the companies who contributedtheir best practices then adopted this guide.


This is a public domain framework and can be used within any department of any sized company.


The best practice framework for service management contains a description on how to organize service management within your organization.


ITIL's quality approach to service management focuses on:

▪ Improved quality service provision

▪...