TAILIEUCHUNG - ITIL : The Basics Valerie Arraj, Managing Director, Compliance Process Partners, LLC

Promoting equity and active citizenship: IPTS research results indicate that social media approaches to learning can mitigate existing inequalities and can be employed to successfully re-engage individuals who are at risk of exclusion from the knowledge society. Learning strategies can effectively increase the accessibility and availability of learning opportunities for the hard to reach, and can significantly improve motivation and engagement in learning. By offering tailored learning opportunities inside and outside of Education and Training institutions, they can alleviate disadvantages and lever the intellectual potential of learners who, for different reasons, have been failed by formal Education. | IF A Best Management i Practice For Portfolio Programme Project . Risk and Service Management ITIL The Basics Valerie Arraj Managing Director Compliance Process Partners LLC Compliance Process partners White Paper May 2010 Official Accreditor of the OGC ITIL Portfolio - APM Group Limited 2010 This document must not be reproduced without express permission from The APM Group Contents 1 What is ITIL and what are its origins 3 2 Why would an organization be interested in ITIL 4 3 What are the benefits of ITIL 4 4 Which companies use ITIL 4 5 Further information 4 6 Trademarks and statements 4 Official Accreditor of the OGC ITIL Portfolio - APM Group Limited 2010 This document must not be reproduced without express permission from The APM Group ITIL The Basics 3 1 What is ITIL and what are its origins It is hard to believe that the IT Infrastructure Library or ITIL is 20 years old. On its third version now ITIL is the most widely adopted framework for IT Service Management in the world. It is a practical no-nonsense approach to the identification planning delivery and support of IT services to the business. In the early 80 s the evolution of computing technology moved from mainframe-centric infrastructure and centralized IT organizations to distributed computing and geographically dispersed resources. While the ability to distribute technology afforded organizations more flexibility the side effect was inconsistent application of processes for technology delivery and support. The UKs Office of Government Commerce recognized that utilizing consistent practices for all aspects of a service lifecycle could assist in driving organizational effectiveness and efficiency as well as predictable service levels and thus ITIL was born. ITIL guidance has since been a successful mechanism to drive consistency efficiency and excellence into the business of managing IT services. Since ITIL is an approach to IT service management the concept of a service must be discussed. A service .

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