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 (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)

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 - Service Delivery and Service Support Processes

ITIL v2, v3, 2011, ITIL v4 - What? Different versions of ITIL?

ITIL v4 - ITSM in the modern world

Upcoming training dates

The ITIL Foundations class provides a basic understanding of the key terms and core processes of the ITIL framework and prepares the student for the ITIL Foundations certification exam. Contact Craig Bennion ( for more information.

The price of the course for University employees is $480. 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
May 8, 14, 15   Open Mike Madsen Downtown Data Center Conference Room
June 5, 11, 12   Open Craig Bennion Downtown Data Center Conference Room


Useful Links

Link Description AXELOS is a joint venture company created in 2013 by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc, to manage, develop and grow the Global Best Practice portfolio which includes ITIL. 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.