- What is ITIL?
- What's in the ITIL books?
- What do I do with ITIL?
- How can ITIL improve a company's business performance?
- What does ITIL cost?
- How long will an ITIL project take?
- What savings can I expect?
- What changed in ITIL V3?
What's in the ITIL books?
The original 30 books were condensed in 2000 (when what's known as ITIL v2 was launched) into a more manageable seven, each wrapped around a facet of IT management. The seven books are:
- Service Support
- Service Delivery
- Planning to Implement Service Management
- ICT Infrastructure Management
- Applications Management
- Security Management
- The Business Perspective
Within some categories is a series of related sub-topics.
Service Support: The identification and recording of IT configuration items, and processes around handling changes, problems and incidents are described. Sub-topics include:
- Service Desk: How to establish and run a service desk as the central point of contact for users.
- Incident Management: After something has gone wrong, how to restore normal operations as quickly as possible.
- Problem Management: First, you diagnose root causes of incidents reported by the service desk; then, you arrange changes in the IT infrastructure to prevent their recurrence.
- Change Management: Discusses processes and procedures to ensure prompt, efficient and controlled handling of changes.
- Release Management: Planning of new releases so both IT and non-IT requirements are considered.
- Configuration Management: How to identify, control, and maintain records of the configurations of items and services.
- Availability Management: How do you maintain the availability of services to allow a business to function effectively?
- Capacity Management: Best practices in predicting future needs.
- IT Service Continuity Management: After a disaster or other business interruption, how to manage service continuity to agreed-upon levels.
- Service Level Management: Establishing, monitoring, and reporting IT achievements and establishing ways to eliminate poor service.
- Financial Management for IT Services: Budgeting, accounting and charging for IT services.
Single topic volumes:
- — In Times of Radical Change
- — Surviving IT Infrastructure Transition
- — Understanding and Improving
At the end of 2005, the OGC announced plans for a refresh of the ITIL volumes. In its statement, it said, “Our overwhelming driver for this refresh is to keep the guidance up-to-date such that ITIL continues to be 'fit for purpose' as the most widely accepted approach to IT service management in the world.”
Authoring of the books in ITIL v3 was completed in late 2006, and the review of the content is under way. The new ITIL, with associated certifications, is expected to be released sometime in 2007. It is again being condensed, moving from seven core volumes to five.
OGC also announced that it will pursue the development of Web-based resources for current and aspiring ITIL users.
Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.