Join Mark Thomas for an in-depth discussion in this video What is ITIL?, part of ITIL Foundations.
- Okay, so what is ITIL, the IT Infrastructure Library? So really the top bullet point says a lot about what we're getting ready to talk about, Is the world wide representation of best practice for quality IT service management. IT service management. So what is IT service management or ITSM? Succinctly, defines how to manage the various responsibilities of all parties in a value chain. Within that value chain, what we're talking about is the sequence of processes that creates a product or service that is of value to the customer.
So our customers are actually consuming these services that the IT organization actually produces. So when you take a look at this widely recognized framework, you have to remember that ITIL's not a standard, there are other things we'll talk about called standards later. ITIL basically is a framework that allows you, from a suggestive standpoint, to take the pieces that are applicable and the most beneficial to you in order to deploy and support your service management activities. Now how do we come up with this ITIL stuff? Well there's some sources, things around standards out there.
We'll talk about things like ISO 20,000, those types of standards. Industry practices that exist. Good practices that are used in organizations today to help you deliver good services. Academic research, of course, and then, of course, there's training, education, and internal experience. So these are all things from a sources that generate these good practices for service management. Enablers, of course, enablers are those ingredients that we have to have in order to provide good services. We have to have employees. Customers clearly have a major, major stake in the delivery of the services.
The suppliers, because in many cases the services that we are supporting and we're delivering require suppliers, in some cases folks call those vendors too. Advisers, and of course, technologies. So a lot of things come in place, a lot of ingredients here, that really looks at how we filter out in the drivers for these things around the ITIL side. Substitutes, we have regulators, and we have customers that are involved here. So basically what we're looking at is coming up with knowledge fit for business objectives, contexts, and purposes.
So those are some basic background items around what this ITIL is and how we created, or how the framework itself was created. So let's talk about the framework, and kind of the history of how we came up with this ITIL stuff. So now when we look at this, the ITIL framework is this set of books. And it really kind of started out back in the late 80s, early 90s with what was called ITIL version one. Now version one literally was a set of 50 books.
This was in response to try to at least come out with some practices on how we manage the infrastructure. So these 50 books was the IT Infrastructure Library. So they were really helping us operate, manage IT effectively and efficiently. So there were some, of course, with any good practice, we need to do updates. So what we started looking at 2000, 2002 time frame, we started to see what was called ITIL version two.
ITIL version two, again, very process focused. It was condensed down from the previous 50 books that we had in version one. You've probably heard of what was called ITIL version three, well, ITIL 2007 is the official term for this, and this was a major departure from the version two. And I like this because it took the life cycle phase approach, again, very process focused, but it started to really take a look at the service and the phases of a life cycle that a service goes through.
Those phases like service strategy, all the way through service operation, of course, we have continual service improvement. But that was really, really a powerful update to the ITIL model. Of course, the most recent is what we call the ITIL 2011, which is what we're talking about here in this course. A process based framework is the foundation for what's called ISO 20,000. Now ISO 20,000 is a standard. ITIL's not a standard, ISO 20,000 is a standard. Organizations become certified on ISO 20,000, it's the standard.
Now ITIL organizations don't become certified. Individuals actually become certified in ITIL. So basically ISO 20,000 was based originally off of what was called BS 15,000, British Standard 15,000, which was also closely aligned with ITIL version two. Of course, the ISO has been updated, most recently in 2011, to be more consistent, again, with ITIL 2011. Professional organizations that exist, ITSMF, the IT Service Management Forum, I consider this the global user group.
There are many local interest groups. There's a USA group of ITSMF, very good organization if you're looking at knowledge, if you're looking at networking in the service management space. And then Prism, which is the professional designation in the ITIL world that you may want to consider taking a look at. It's around service management. It's a globally recognized credentialing scheme around service management.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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