Global Technology Solutions

ITIL the story so far

ITIL® Best Practice is exactly what it says it is “best practice”, originally developed in the late 80’s by Central Computer and Telecommunications Agency (CCTA) (now OGC) which was part of the British Government and was designed by internal staff based primarily on IT process & people and grew to 45 titles in order to drive a centrally managed IT authority.

Interest in ITIL didn’t really start until the early 90’s when technology started to boom and organisations identified the benefit of delivering service management in a controlled manner with the guidance of Best Practice.

ITIL V2 (comprising of 6 books in the final release) shortly followed (1999) and identified that “products” (or technology) also required consideration in the delivery of services to the business.

ITIL V2 remained the de-facto in best practice frameworks until May 2007 (when it was superseded by V3) by which time it had been adopted by a large number of organisations spanning the globe.

In 2000 the British Standards institute released the first national standard for Service Management (BS15000) that was based on ITIL guide lines and then in late 2005 ISO/IEC 20000 was born, this is the international standard for service management, it effectively gave organisations a target in which to aim for and a certificate that enabled them to advertise that they had demonstrated the ability to deliver a quality level of service management. (see ISO/IEC 20000)

In May 2007 ITIL V3 was released, also known as the ITIL Lifecycle and covered 5 topics: Service Strategy, Service Design, Service Transition, Service Operation ad Continual Service Improvement.

ITIL V3 is in essence the ITIL books catching up with industry best practices in the ever changing environment of service management.

Identifying that IT departments should recognise that the business no longer wants the details or concerns of why services failed but more so expects a quality of service delivered.

ITIL V3 describes how IT needs to understand and identify the underpinning components of the service it delivers to the business (people, process, products and partners).

The 5 books cover off the full lifecycle of a service from the strategic input – the design requirements – the transition in service – the ongoing operational support and of course the continual service improvement.

The information within the 5 books was a collation of input from service managers across the globe on what practices are followed within their organisations

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries



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