ITIL

About ITIL

ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management (ITSM) in the world. ITSM is a holistic set of disciplines that embrace people, process, and technology (Products), allowing an organization to develop and deliver quality IT services. IT Service Management defines processes and procedures for the delivery and support of quality and cost effective IT services which underpin the business processes of the organization. This holistic approach to ITSM is especially relevant when you consider that people and processes, not the commonly assumed technology, are the cause of more than 80 percent of system downtime. (Gartner Group)

ITIL has enjoyed rapid, global adoption over the last few years because it provides a cohesive set of best practice disciplines, drawn internationally from the public and private sectors. It is supported by a comprehensive, globally-recognized qualifications scheme, accredited training organizations, and implementation and assessment tools.

Benefits of ITIL

• Aligns the IT agenda with the needs of the business
• Moves IT from a technology-based culture to a customer service-based culture
• Increases a business' ability to absorb and respond effectively to rapid change
• Improves the quality of IT services
• Improves the perception of IT within an organization by demonstrating IT value
• Promotes efficiency and decreases misunderstandings by ensuring everyone speaks the same language

ITIL Online

"Unlike many of the current ITIL e-Learning products on the market today, ITIL Online is not merely an e-Book with page after page of text, the content is rich with interactive activities that engage the learner and encourage them to reflect on their own workplace experiences."

Darren Surch
Vice President
Interskill Learning, USA

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