It Information Technology Essay

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ITIL (IT Information Library) July 2014 Introduction to ITIL ITIL (IT Information Library) is a framework proposed by the United Kingdom's OGC (Office of Government Commerce) that gathers together in a series of books the best practices in the area of managing IT services. The ITIL library was started in the early 1980s by the British government with the goal of improving the service provided by their IT departments. The goal of ITIL is to provide the managers of IT systems with the tools and documents that will allow them to improve the quality of their services, i.e. improve client satisfaction while meeting the strategic goals of their organization. To do this, the IT department must be considered to be a series of closely linked processes. Pragmatically, ITIL meets the logic of making IT serve employees and clients rather than the other way around. IT departments are not the only organizations benefitting from the ITIL approach because this approach consists in making IT departments aware of the fact that the quality and availability of the IT infrastructure has a direct impact on the overall company quality. The Scope of ITIL ITIL is divided into nine areas (that correspond to nine books) that cover all of the problems encountered by IT systems managers. The first two (in bold) are considered to be the core of the ITIL method: Service Support Service Delivery Infrastructure Management Applications Management Service Management Business Perspective Business Requirements Technology Service Support The Service Support area deals with the operation and support of the IT infrastructure. It is broken down into the following six processes: Process Goal Configuration Management Manage the IT infrastructure by taking an inventory of the current infrastructure in order to improve its management and development Incident Management

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