Year of manufacture: 2007
Author: Office of Government Commerce
Genre: Methodology
Publisher: The Stationery Office
ISBN: 0113310501
Format: PDF
English language
Number of pages: 1343

ITIL is a library that describes the best methods of organizing the work of units or companies engaged in providing services in the field of information technology.
The ITIL library appeared about 20 years ago at the request of the British government. Currently, it is published by the British government agency Office of Government Commerce and is not owned by any commercial company. The five volumes of the library describe the entire set of processes necessary to ensure the continuous high quality of IT services and increase the level of user satisfaction. It should be noted that all these processes are aimed not just at ensuring the uninterrupted operation of the IT infrastructure component. To a much greater extent, they are aimed at meeting the requirements of the user and the customer. Ultimately, all ITIL processes work to increase competitiveness, and in our time even internal IT departments of companies can not feel absolutely safe, as they are compelled to compete with outsourcing companies.
The process approach used in the library fully complies with the ISO 9000 series of standards (GOST R ISO 9000). The process approach focuses the enterprise's attention on achieving the set goals, analyzing the key performance indicators (KPI), and on the resources spent on achieving these goals. The process approach has no equal in providing measurability and controllability of the enterprise's activities, which, in fact, made it so popular.
All five volumes of the third edition:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement.

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