ITIL®
ITIL was created in the 1980s by the UK government’s CCTA (Central Computer and Telecommunications Agency) with the objective of ensuring better use of IT services and resources. ITIL is now owned by AXELOS: the current version is ITIL 2011 Edition (published July 2011), which updates ITIL v3.
ITIL advocates that IT services must be aligned with the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth. The ITIL best practices are described in five core guides that map the entire ITIL Service Lifecycle (see Figure).
• Service Strategy – understanding who the IT customers are, the service offerings to meet their needs, and the IT capabilities and resource to deliver the services
• Service Design – assures that new and changed services are designed effectively to meet customer expectations, including the technology, architecture and processes that will be required
• Service Transition – the service design is built, tested and moved into production to assure that the business customer can achieve the desired value
• Service Operation – delivers the service on an ongoing basis, including managing disruptions to service and supporting end-users
• Continual Service Improvement – measures and improves the service levels, the technology and the efficiency and effectiveness or processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do- Check-Act
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ITIL® 4 Foundation Courseware - English
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ITIL® 4 – Pocket Guide
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ITIL® 4 – Pocketguide 2de druk
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ITIL® 4 – A Pocket Guide
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Les Fondamentaux d'ITIL® V3
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Foundations of IT Service Management Based on ITIL® V3
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Fundamentos de ITIL® V3
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Gestión de Servicios TI basado en ITIL® V3 - Guia de Bolsillo
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Implementing Metrics for IT Service Management
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Foundations of ITIL® V3
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IT Service Management from Hell based on Not ITIL
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Defining IT Success Through The Service Catalog
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RESILIA Pocketbook: Cyber Resilience Best Practice
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ITIL® Foundation Handbuch
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Adopting Service Governance - Governing portfolio value for sound corporate citizenship
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RESILIA Cyber Resilience Best Practices
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SERVICE OFFERINGS AND AGREEMENTS: ITIL® 2011 INTERMEDIATE CAPABILITY HANDBOOK
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PLANNING, PROTECTION AND OPTIMIZATION: ITIL® 2011 INTERMEDIATE CAPABILITY HANDBOOK
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Metrics for Service Management:
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IT Service Management Based on ITIL® 2011 Edition
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IT-servicemanagement op basis van ITIL® 2011 Editie
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ITIL® Lite - A Road Map to Full or Partial ITIL Implementation 2012 ed
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Collaborative Consulting
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Key Element Guide ITIL Continual Service Improvement - 2nd ed.
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Key Element Guide ITIL Service Operation - 2nd ed.
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Key Element Guide ITIL Service Transition - 2nd ed.
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Key Element Guide ITIL Service Design
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Key Element Guide ITIL Service Strategy - 2nd ed.
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ITIL Continual Service Improvement 2011 Edition
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ITIL Service Transition 2011 Edition
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ITIL Service Design 2011 Edition
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ITIL® 2011 Edition - Das Taschenbuch
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