ITIL V3 Foundation

By: The Knowledge Academy  19/07/2010
Keywords: education, information technology, help desk


ITIL (IT Infrastructure Library) has become the most popular and widely accepted framework for the implementation of the best practice IT Service Management (ITSM). It was originally developed by the UK government and has been adopted by many organizations not only in the UK but worldwide.

ITIL was developed as an aid to assist organizations that were looking to optimise their own IT service management practises. ITIL has had great success both in the UK and globally being the most popular best practice for IT Service Management.

ITIL ensures that there is a large focus on all issues relating to people , processes and technology that an IT organization may face. It also provides a business driven approach to the management of IT services. It could be described as a ‘top down’ approach that has the sole purpose of ensuring that high quality IT services are delivered whilst addressing the strategic business value that is generated by the IT organisation.

ITIL provides a business driven approach to the management of IT services. It is a top down approach that is designed specifically to address the strategic business value generated by the IT organization whilst delivering high quality IT services. There is a large focus on the people, processes and technology issues that IT organizations may face.

ITIL is aimed at:

  • IT Service Providers
  • IT Directors and Managers
  • Chief Information Officers

It will also inform:

  • Business managers
  • Customers and end-users involved in building good relationships with their IT service providers plus any organisation that depends on IT Services.

ITIL is a smoothly run best practise framework inspired by the public and private sectors internationally. In order to deliver business value it describes the organisation of IT resources whilst also documenting processes, functions and roles in IT Service Management.

There are many other positives that come with the use of ITIL, it is supported by accredited training organizations, a comprehensive qualifications scheme and various assessment and implementation tools.

The former UK standard for IT service Management, BS 15000, was developed at the same time and in alignment with the original version of ITIL.

In 2005 BS15000 was fast-tracked and became known as ISO/IEC 20000, it was the first international standard in ITSM..

Keywords: education, help desk, helpdesk, information technology, it service management, Itil, ITIL Training, service desk