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ITIL (Information Technology Infrastructure Library) began as a UK government initiative to set out an efficient, successful and reliable approach to service management. ITIL has been developed to keep up to date with a constantly changing service management environment. Consultation with experts on a global scale has brought leading practises identified through experience.
ITIL continues to play a key role within the government as an effective standard framework for delivery. However, the real value in ITIL is that its benefits are available to every organisation, large or small, with a genuine desire to deliver high performance services and in the management of the services provided to them.
What is Service Management?
Service Management is a set of specialised
organisational capabilities for providing value in the form of services. 'Capabilities' take the form of functions
and processes for managing services over a lifecycle, with specialisations in strategy, design, transition, operation and
continual improvement. The act of transforming resources into valuable services is at the core of Service Management.
However, Service Management is more than just a set of capabilities. It is also a professional practise supported by an
extensive body of knowledge, experience and skills. A global community of individuals and organisations in the public and
private sectors fosters its growth and maturity. Formal schemes exist for the education, training and certification of practising
organisations and individuals influence its quality. Industry best practises, academic research and formal standards contribute
to its intellectual capital and draw from it.