文档介绍：The ITIL Story
Produced By: Pink Elephant North America
Version:
Date of Publication: August 10, 2001
The ITIL Story
1. ITIL Defined
The Information Technology Infrastructure Library (ITIL) is a set of books developed by the
United Kingdom’s Office Of merce (OGC). The books describe an integrated,
process based, best practice framework for managing IT services. To date, these books are the
prehensive, non-proprietary, publicly available guidance for IT Service Management.
ITIL was conceived in the late 1980. It was initiated to improve IT Service Management at the
UK central government and is relevant to anizations; public or private sector, large or
small, centralized or distributed.
Today, ITIL represents more than books alone. It has generated an entire industry that includes:
• Training
• Certification
• Consultancy
• Software Tools
• Trade Association (itSMF)
2. Non-Proprietary
The OGC did not write the entire library. They approached many anizations --
including Pink Elephant -- for assistance. Editorial boards consisting of industry experts
determined the scope of the books. The books were written by anization and approved by
others. The OGC performed an editorial function and examined processes presented in the books.
They ensured the processes matched any requirements from the ISO9001 quality system to ensure
ITIL supported the ISO quality approach.
As a result, the books are:
1. Non-proprietary because the end results are not based on a single person anization’s
view of a particular process.
2. Best practice because the books represent the experience of many IT professionals.
3. Written to quality standards because OGC ensured processes met with ISO9001
requirements.
4. Public domain because they are a Crown Copyright.
©2001, Pink Elephant Inc. All rights reserved. Page: 1
The ITIL Story
3. Concepts Be