itSMF Overview Pocket Guide - C O M P L I M E N T A R Y I S...

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Unformatted text preview: C O M P L I M E N T A R Y I S S U E The IT Infrastructure Library An Introductory Overview of ITIL ® Version 1.0a Written by: Colin Rudd itEMS Ltd Contributor: Gary Hodgkiss CGE&Y Edited by: Alison Cartlidge Xansa Published by: it SMF Ltd Webbs Court 8 Holmes Road Earley Reading RG6 7BH United Kingdom Tel: +44 (0)118 926 0888 Fax: +44 (0)870 706 1531 e-mail: [email protected] © Copyright it SMF, 2004 This version first published April 2004 Minor updates published July 2004 Based on other copyright material with the permission of the copyright owners. The it SMF would like to thank the contributors to an extensive international quality review process for their comments. ITIL® is a registered trademark and a registered community trademark of the Office of Government Commerce (OGC) and is registered in the U.S. Patent and Trademark Office. © Crown copyright material reproduced with the kind permission of OGC and the Controller of Her Majesty’s Stationery Office (HMSO). 1 2 About this guide ITIL (IT Infrastructure Library) provides a framework of “best practice” guidance for IT Service Management and is the most widely used and accepted approach to IT Service Management in the world. This pocket guide has been designed as an introductory overview for anyone who has an interest or need to understand more about the objectives, content and coverage of ITIL. Whilst this guide provides an overview, full details can be found in the actual ITIL publications themselves. This guide describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL: n Service Delivery n Service Support n ICT Infrastructure Management n Planning to Implement Service Management n Application Management n The Business Perspective n Security Management. This guide reinforces the key ITIL message that IT services are there solely to support the business and its efficient and effective operation. The advice contained within this guide is neither definitive nor prescriptive, but is based on ITIL best practice. The use of ITIL is applicable and is of benefit to all IT organisations irrespective of their size or the technology in use. 3 Contents About this Guide 2 Contents 3 1 Introduction 4 2 What is IT Service Management? 6 3 Why Implement Service Management? 8 4 The ITIL Framework 10 5 Service Delivery 13 6 Service Support 16 7 ICT Infrastructure Management 19 8 Planning to Implement Service Management 22 9 Application Management 25 10 The Business Perspective 28 11 Security Management 31 12 Related Standards and Complementary Books 34 13 Summary 36 14 Further Guidance and Contact Points 39 4 1 Introduction In recent years it has become increasingly recognised that information is the most important strategic resource that any organisation has to manage. Key to the collection, analysis, production and distribution of information within an organisation is the quality of the Information Communication Technology...
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This note was uploaded on 11/19/2009 for the course NCKU Informatio taught by Professor Hero during the Spring '09 term at Accreditation Commission for Acupuncture and Oriental Medicine.

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itSMF Overview Pocket Guide - C O M P L I M E N T A R Y I S...

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