What is ITIL

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#ITIL is a producer-independent collection of best #practices for #service management. Through ITIL, it is possible to significantly improve the efficiency and quality of services and service organisations and thus to deliver the customer an improved or consistent service. • This is made possible by a process-based approach that encompasses everything from the strategy of the service provider and accepting customer requirements to the operation phase and continual improvement. ITIL is considered the global industry standard for service management in all service organisations (such as IT, marketing, HR, after-sales, field and facility management). Today, ITIL is used in commercial and non-commercial organisations all over the world. • ITIL was created in the 80's, and has since developed into the leading framework for the steering, coordination and management of services. It is often considered a synonym for successful service management. • At the beginning, ITIL was a series of over 40 books and consisted of 26 modules. The first large library is also called ITIL Version 1. Over the course of continual improvement and adapting it to current situations in the service environment, the contents of ITIL V1 were modernised between 2000 and 2004 in the form of a big release. The new version ITIL V2 was summed up in eight main books. ITIL V3 was published in early summer 2007 and was revised for a new release in 2011 (Edition 2011). Since then, all ITIL trainings are based on ITIL 2011, in order to teach the participants the latest version. • AXELOS, a joint venture of the British Cabinet Office and Capita PLC, is now, together with different service management institutes and forums, the leading upgrader and developer of ITIL. SERVIEW participates in the development of ITIL and other best practice frameworks as a strategical partner of AXELOS, and integrates the feedback of its participants and the German community into the process. • It is important that ITIL is a guideline that describes what (contents, processes and objectives) should be worked on. However, ITIL does not prescribe how the results should be, because the concrete implementation and design of the processes and services are defined differently by each organisation. In the reference model, ITIL deals with all relevant service processes and thereby makes it possible to build a target-oriented, experience-based, time and cost-optimised service management. The flexibility of ITIL allows it to be adapted to all service organisations, regardless, for example, of their sector, size or legal form. • The introduction of service management according to ITIL supports the transition into a customer and service-oriented organisation. ITIL also takes into account the new and increased requirements regarding services, service processes, organisation and infrastructure.

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