IT Service Management and the IT Infrastructure Library (ITIL)

The Information Technology Infrastructure Library is a collection of best practices that arose from work done by the British government in creating processes to manage their IT infrastructure. In the mid-1980's, the British Central Computer and Telecommunications Agency (CCTA, now known as the Office of Government Commerce or OGC) initiated a project to look at best IT practices. It created a series of white papers, and subsequently books, that described best practices for key processes required to provide IT services. This collection of documents was called the Information Technology Infrastructure Library or ITIL. ITIL has become the leading framework for IT Service management, currently used by more than 87% of IT organizations world-wide.

 

Introduction to ITIL - An overview of ITIL and Service Management produced by the IT Service Management Forum (itSMF)

Video tutorials on ITIL processes (Because of copyright restrictions, these can only be viewed from computers with a University of Utah IP address)

ITIL Terms and Definitions (for ITIL Foundations class)

ITIL Glossary (from EXIN)

ITIL v2, v3 and 2011- What? Different versions of ITIL?

Upcoming training dates

To register for the ITIL Foundations class, send an e-mail to Craig Bennion (craig.bennion@utah.edu) with the date you want to attend.

Date Status Location
September 13, 19, 20 2016 Open 650 Komas DaVinci training room

 

The ITIL Processes

Service Support (Operational Processes)

Service Delivery (Tactical Processes)

Service Desk (Function)

What is it?

@UIT

Service Level Management

What is it?

Video Tutorial

SLA Template

Service Catalog

Incident Management

What is it?

Video Tutorial

@UIT

Availability Management

What is it?

Video Tutorial

Problem Management

What is it?

Video Tutorial

@UIT

UIT Problem Management Policy

Problem Analysis Template

Problem Review Checklist

Capacity Management

What is it?

Video Tutorial

Configuration Management

What is it?

Video Tutorial

@UIT

@UIT Configuration Management Policy

Financial Management

What is it?

Video Tutorial

Change Management

What is it?

Video Tutorial

@UIT

@UIT - Change Policy

RFC Impact matrix

IT Service Continuity

What is it?

Video Tutorial

Release Management

What is it?

@UIT

Video Tutorial

   

 

 

Useful Links

Link Description
www.best-management-practice.com The official ITIL web site published by the Office of Government and Commerce (OGC) - Owners and developers of ITIL
www.itil-officialsite.com The official ITIL web site published by the Office of Government and Commerce (OGC) - Owners and developers of ITIL
www.exin.org Examining bodies for ITIL certification
www.itsmf.net Member owned networking forum for ITIL
www.itsmfusa.org Member owned networking forum for ITIL - USA Chapter
www.itlibrary.org/  
www.itilcommunity.com/  
www.cio.com CIO magazine has some good white papers occasionally.
www.pinkelephant.com One of the early ITIL consultant groups. Has some good white papers. They are commercializing a lot of their materials and the amount of free content is decreasing.
www.enterprisemanagement.com Enterprise Management Associates (EMA) is another consultancy that has some good information. You need to register to access their white papers.
theartofservice.com The Art of Service - Another ITIL consultancy that has some good white papers.