Itil Foundation V3

Topics: Customer service, Service system, Service Pages: 466 (124034 words) Published: April 17, 2012
TEMA1: ITIL and the Service Lifecycle
Understand ITIL and Service Management
ITIL Overview
Learning Objectives
After completing this topic, you should be able to
* match the organizations involved with the IT infrastructure library and examinations with their role * identify the reasons for ITIL's success
* identify the features of the ITIL qualification and examination scheme -------------------------------------------------
1. Introduction to ITIL
More and more organizations are becoming dependant on IT – requiring consistent and high quality IT services.

The IT Infrastructure Library (ITIL®) is a set of guidelines and best practices outlining how IT Service Management (ITSM) can be implemented. It provides documentation in the form of five books, each covering a different aspect of ITSM. -------------------------------------------------

A sixth book, which serves as an introductory companion to the five core volumes, is also available. ITIL is intended to help organizations optimize and manage their IT services and practices by focusing on the people, processes, and resources involved in delivering these services. ITSM involves controlling the methods and strategies associated with managing any IT service provided by an organization, such as PC installation, delivery, and maintenance. ITSM enables organizations to provide reliable, high-quality IT services. Since its development in the late 1980s, ITIL® has become one of the leading frameworks for ITSM globally. The reasons for this include that * it is nonproprietary

* it is nonprescriptive
* it provides best practices
* it provides good practices
One of the main reasons for ITIL®'s success is that it is nonproprietary – it is not owned by any organization and can be used by anyone.

ITIL® was developed and is managed by the Office of Government Commerce (OGC), an independent office of the British Treasury.

It is a generic framework that is not based on any specific operating system, technology, or industry. A second reason for ITIL®'s success is that it is nonprescriptive – the framework is applicable in all types of organizations of any size. The best practices ITIL® prescribes are equally applicable in the public and private sectors. ITIL provides best practices for ITSM by outlining the practices that leading IT service providers, who are considered the best in their fields, follow. This means that your organization benefits from the experience of industry leaders. It also provides good practices. These are practices that have been adapted from other organizations and environments, and which have been judged to be effective in achieving a particular outcome. Over time, good practices become common practice in an organization. -------------------------------------------------

Why is ITIL® so successful?
1. It's not owned by any one organization
2. It contains a framework that is applicable to any organization 3. It provides best practices
4. It is very specifically focused on a single area of technology 5. It provides a strict methodology for solving business problems 6. It provides an organization with good practices
Option 1: Correct. ITIL® is a generic set of guidelines for ITSM. It is not tied to any proprietary knowledge and is not based on any specific technology or operating system. Option 2: Correct. ITIL® is applicable in all types of organizations that provide IT services. It is not specific to any industry or sector. Option 3: Correct. ITIL® outlines the practices followed by leading IT service providers, detailing tried and tested methods for ITSM. Option 4: Incorrect. ITIL® is nonprescriptive – it is not specific to any industry, nor is it based on any specific technology or operating system. Option 5: Incorrect. The ITIL® provides...
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