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.  The library is frequently revised and updated to reflect the constantly changing demands and needs of business and IT .    ITIL has become the leading framework for IT Service Management (ITSM), 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)

ITIL 4 - ITSM for the digital world

ITIL V2, V3, 2011, ITIL 4 - What? Different versions of ITIL?

ITIL 2011 Terms and Definitions (for ITIL Foundations class)

ITIL 2011 Glossary (from EXIN)

ITIL V2 - Service Delivery and Service Support Processes

Video tutorials on ITIL V2 processes (Because of copyright restrictions, these can only be viewed from computers with a University of Utah IP address)

Upcoming training dates

The ITIL 4 Foundations class provides a basic understanding of the key concepts and core practices of the ITIL framework and prepares the student for the ITIL Foundations certification exam. ITIL 4 puts an emphasis on the business and technology world, how it works today, and how it will work in the future with Agile, DevOps and digital transformation. Contact Craig Bennion ( for more information.

The price of the course for University employees is $355. The price for a non-university person is $1595. To register for the class, please send an email to with the date of the class you would like to attend.

Date Status Instructor Location
August 12, 13 2021  Open Mike Madsen Online, instructor lead
September 16, 17 2021  Open Craig Bennion Online, instructor lead
October 21, 22 2021  Open Craig Bennion Online, instructor lead
November 11, 12 2021  Open Craig Bennion Online, instructor lead
December 16, 17 2021  Open Craig Bennion Online, instructor lead


Useful Links

Link Description AXELOS is a joint venture company created in 2013 by the Cabinet Office on behalf of Her Majesty‚Äôs Government (HMG) in the United Kingdom and Capita plc, to manage, develop and grow the Global Best Practice portfolio which includes ITIL.  This site has sample practice exams for the Foundations exam. Peoplecert is the official accreditation agency for ITIL.  Register for the Foundation exam on this site. Member owned and governed professional forum for IT Service Managment - USA Chapter of itSMFi itSMFi is the internationally recognised forum for IT Service Management professionals worldwide HDI is a professional association for the technical support industry.