The Information Technology Infrastructure Library (ITIL) is a collection of concepts and practices combined in a series of books to be applied in IT Service Management (ITSM), IT development and IT operations. At first it was created in late of 1980 by Central Computing and Telecommunication Agency (CCTA). The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom’s Office of Government Commerce (OGC).
ITIL can be classified as a collection of best practices, and its target is large companies, as well small ones.
ITILv3 in numbers:
Five books – Strategy, Design, Transition, Operation and Continual Service Improvement (CSI)
84 checklists and document templates
23 overall process – two for Strategy, 10 for Design, seven for Transition, seven for Operation and four for CSI
A service value is defined by fit to purpose (utility) and fit to use (warranty). Fit to purpose, or utility, means that service needs to fulfill customer needs. It doesn’t matter that you rent a high specialized black-and-white printer for half of average market price if the user really needs a color wax printer.
Fit for use, or warranty, means that service is available when a user needs it. A good example for this is a cell phone, it needs to be ready to use wherever you want to place a call. If connection keeps dropping every time, it is worthless. Warranty can be measured by availability, capacity, continuity and security.