Overview

IT Infrastructure Library® (ITIL) is the most widely adopted framework for IT Service Management in the world. It is a practical approach to identifying, planning, delivering and supporting IT services to the business. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).

ITIL principles are used by a number of organizations in both the public and private sectors such as NASA, IBM, HP, British Telecom, HSBC bank and L'Oreal.

ITIL is created and owned by the Cabinet Office. ITIL best practices are explained in the five core guidance publications outlining the fundamental ITIL principles that focus on various areas within the service management discipline.

ITIL best practices also underpin the foundations of ISO/IEC 20000 (previously BS-15000), the International Service Management Standard for organizational certification and compliance. From 2000 to 2010 OGC was custodian of the intellectual property and since 2010 the Cabinet Office has owned and created further intellectual property assets. On 1 July 2013 'AXELOS' was announced as the name for the Joint Venture company that the Cabinet Office has formed to deliver and commercialize the UK Government's portfolio of Best Practice accreditation and publishing services, including the ITIL and PPM product sets. AXELOS now owns the intellectual property of the whole Global Best Practice portfolio and will build on the current business activities and developing products in new areas.

AXELOS Intellectual Property relates to the logos, word marks and copyright text/diagrams associated with AXELOS products.

About ITIL Qualifications

The following certifications are available under the ITIL Qualifications scheme:

• ITIL Foundation (known as ITIL v3 and ITIL 2011 edition)
• The ITIL Foundation Certificate in IT Service Management is the entry level examination for the scheme. There are no pre-requites for this examination.
• ITIL Intermediate Level

The ITIL Intermediate level is the core of the scheme. To take an examination at this level, candidates must hold the ITIL Foundation qualification and must complete an accredited training course.

The following examinations are available at the intermediate level:

o Service Lifecycle: management focused examinations
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement

o Service Capability: process focused examinations
 Planning Protection and Optimization
 Release Control and Validation
 Operational Support and Analysis
 Service Offerings and Agreements

Benefits of ITIL

• Provides a single documented framework for IT best practices that flow across the IT organization.
• Reduces IT costs and justifies the cost of IT quality and supports improvement of user productivity.
• Supports ability of IT to measure and improve internal performance and service provisioning.
• Improves communication and information flow between IT and the organization and business departments and identifies roles and responsibilities for IT Service Management.
• Improves ability of IT to adjust as business opportunities and challenges are presented.
• Improves relationship of IT with the business - builds trust.