This article may be to read and navigate comfortably. The is 81 kilobytes. Please consider content into sub-articles, it, or adding. ( June 2019)ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of detailed practices for (ITSM) that focuses on aligning IT services with the needs of business.ITIL describes processes, procedures, tasks, and checklists which are not organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals.
Since 2013, ITIL has been owned by, a between and the UK. AXELOS licenses organizations to use the ITIL intellectual property, accredits licensed examination institutes, and manages updates to the framework. Organizations that wish to implement ITIL internally do not require this license.The ITIL 4 Foundation Book was released February 18, 2019. In its former version (known as ITIL 2011), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. Although ITIL underpins (previously BS 15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard, ICT Standard by IFGICT and the ITIL framework.
Contents.History Responding to growing dependence on IT, the UK Government's (CCTA) in the 1980s developed a set of recommendations. It recognized that, without standard practices, government agencies and private sector contracts had started independently creating their own IT management practices.The IT Infrastructure Library originated as a collection of books, each covering a specific practice within. ITIL was built around a process model-based view of controlling and managing operations often credited to and his cycle.After the initial publication in 1989–96, the number of books quickly grew within ITIL Version 1 to more than 30 volumes.In 2000/2001, to make ITIL more accessible (and affordable), ITIL Version 2 consolidated the publications into nine logical 'sets' that grouped related process-guidelines to match different aspects of IT management, applications and services. The Service Management sets (Service Support and Service Delivery) were by far the most widely used, circulated, and understood of the ITIL Version 2 publications. In April 2001, the CCTA was merged into the, an office of the.
In 2006, the ITIL Version 2 glossary was published. In May 2007, this organization issued ITIL Version 3 (also known as the ITIL Refresh Project) consisting of 26 processes and functions, now grouped into only 5 volumes, arranged around the concept of Service lifecycle structure. ITIL Version 3 is now known as ITIL 2007 Edition. In 2009, the OGC officially announced that ITIL Version 2 certification would be withdrawn and launched a major consultation as per how to proceed. In July 2011, the 2011 edition of ITIL was published, providing an update to the version published in 2007. The OGC is no longer listed as the owner of ITIL, following the consolidation of OGC into the.The ITIL 4 Edition starts with the ITIL Foundation book, which was released on February 18, 2019.ITIL 4 Edition The ITIL Foundation book of the ITIL 4 Edition introduces some new concepts and evolves existing knowledge. There are two key components of the ITIL 4 framework.
ITIL service value system (SVS). Four dimensions modelITIL service value system ITIL 4 Edition defines as first key component the service value system (SVS). ITIL named five core components of the ITIL SVS: ITIL service value chain The service value chain provides an operation model with six activities:. Plan. Improve.
Engage. Design and transition. Obtain/Build. Deliver and support.ITIL practices The well known ITIL processes are now named as practices.
Main article:IT Financial Management comprises the discipline of ensuring the is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so an organization can understand the costs of its IT services. These costs may then be recovered from the customer of the service. This is the second component of the service delivery process.Service design The Service Design (SD) volume provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself. As such, service design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Within ITIL, design work for an IT service is aggregated into a single. Service design packages, along with other information about services, are managed within the service catalogues.List of covered processes:.
Design coordination. management. management. management. managementA model used to help define roles and responsibilities in service design is a (Responsible, Accountable, Consulted and Informed).Service catalogue management Service catalogue management maintains and produces the and ensures that it contains accurate details, dependencies and interfaces of all services made available to customers. Service catalogue information includes:.
ordering and requesting processes. prices. deliverables.
contact pointsService-level management Service-level management provides for continual identification, monitoring and review of the levels of IT services specified in the (SLAs). Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of operational level agreements (OLAs) and (UCs), respectively. The process involves assessing the impact of change on service quality and SLAs. The service-level management process is in close relation with the operational processes to control their activities.
The central role of service-level management makes it the natural place for to be established and monitored against a.Service-level management is the primary interface with the customer (as opposed to the user serviced by the ). Main article:The ITIL-process Security Managementdescribes the structured fitting of information security in the management organization.
It is based on the code of practice for information security management system (ISMS) now known as.A basic goal of security management is to ensure adequate. The primary goal of information security, in turn, is to protect information assets against, and thus to maintain their value to the organization. This is commonly expressed in terms of ensuring their, and, along with related properties or goals such as, and reliability.Mounting pressure for many organizations to structure their information security management systems in accordance with requires revision of the ITIL Version 2 security management volume, which culminated in the release of the 2007 edition.Supplier management The purpose of supplier management is to obtain value for money from suppliers and contracts. It ensures that underpinning contracts and agreements align with business needs,. Supplier Management oversees process of identification of business needs, evaluation of suppliers, establishing contracts, their categorization, management and termination.Service transition Service transition (ST), as described by the ITIL service transition volume, relates to the delivery of services required by a business into live/operational use, and often encompasses the 'project' side of IT rather than (BAU). This area also covers topics such as managing changes to the BAU environment.List of ITIL processes in service transition:.
Transition planning and support. Service asset and configuration management. Service validation and testing.Change management.
Main article:Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes. Main article:An event may indicate that something is not functioning correctly, leading to an incident being logged.
Events may also indicate normal activity, or a need for routine intervention such as changing a tape.Event management depends on monitoring, but it is different. Event management generates and detects notifications, while monitoring checks the status of components even when no events are occurring.Events may be detected by a CI sending a message, or by a management tool polling the CI. After an event has been detected it may lead to an Incident, Problem or Change, or it may simply be logged in case the information is needed.Response to an event may be automated or may require manual intervention.
If actions are needed then a trigger, such as an SMS message or an incident being automatically logged, can alert support staff.Incident management. Main article:Incident management aims to restore normal service operation as quickly as possible and minimize the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.' Normal service operation' is defined here as service operation within service-level agreement limits.An incident is defined as:2007: An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident. For example, failure of one disk from a mirror set. ITIL Version 2: An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and customer productivity.The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
The transformation between event-to-incident is the critical junction where (APM) and ITIL come together to provide tangible value back to the business. Request fulfilment Request fulfilment (or request management) focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for information.The term 'standard change' means pre-approved, repeatable, pre-defined, low risk changes. If the change does not meet these criteria then it is not a standard change and should be defined as a request for change.Problem management.
Main article:Problem management aims to resolve the root causes of incidents and thus to minimize the adverse impact of incidents caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.A 'problem' in this context is the unknown underlying cause of one or more incidents, and a 'known error' is a problem that is successfully diagnosed and for which either a or a permanent resolution has been identified. The CCTA (Central Computer and Telecommunications Agency) defines problems and known errors as follows:A problem is a condition often identified as a result of multiple incidents that exhibit common symptoms. Problems can also be identified from a single significant incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant. A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a work-around.Problem management differs from incident management.
Problem management aims primarily to find and resolve the root cause of a problem and thus prevent further incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact.The problem-management process reduces the number and severity of incidents and problems on the business, and documents the details of the problem and resolution to be available for the first-line and second-line of the help desk.The proactive process identifies and resolves problems before incidents occur. Such processes include:. Trend analysis.
Targeting support action. Providing information to the organizationThe error control process iteratively diagnoses known errors until they are eliminated by the successful implementation of a change under the control of the Change Management process.The problem control process aims to handle problems in an efficient way. Problem control identifies the root cause of incidents and reports it to the service desk.
Other activities are:. Problem identification and recording. Problem classification. Problem investigation and diagnosisRoot-cause analysis Root-cause analysis (RCA) is a formal problem-solving and reporting process and a critical component of Problem Management.
Once a problem (or potential problem) has been identified, the root cause analysis process begins. The purpose of a root cause analysis is two-fold:. develop a thorough understanding of the problem and its causes and its consequences. identify corrective/preventive actions that will reduce the risk of recurrence to an acceptable levelClassic root-cause analysis methods include the.
Main article:(IdM) less commonly called (AIM) as a process focuses on granting authorized users the right to use a service, while preventing access to non-authorized users. Certain identity management processes execute policies defined in.Continual service improvement (CSI) Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes. It incorporates many of the same concepts articulated in the of Plan-Do-Check-Act. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured.CSI needs upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned, and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. Continual Service Improvement and (APM) are two sides of the same coin.
They both focus on improvement with APM tying together service design, service transition, and service operation which in turn helps raise the bar of operational excellence for IT.Improvement initiatives typically follow a seven-step process:. Identify the strategy for improvement. Define what you will measure. Gather the data.
Process the data. Analyze the information and data.
Present and use the information. Implement improvementITIL Version 2 Overview of ITIL Version 2 The eight ITIL Version 2 books and their disciplines are:The IT service management sets1. 2.Other operational guidance3. 6.To assist with the implementation of ITIL practices a further book was published (Apr 9, 2002) providing guidance on implementation (mainly of Service Management):7.And this has more recently (Jan 26, 2006) been supplemented with guidelines for smaller IT units, not included in the original eight publications:8.
ITIL Service support The Service SupportITIL discipline focuses on the User of the services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions.To a business, customers and users are the entry point to the process model. They get involved in service support by:. Asking for changes. Needing communication, updates. Having difficulties, queries.
Real process deliveryThe service desk functions are the single contact-point for ' incidents. Its first function is always to document ('create') an incident. If there is a direct solution, it attempts to resolve the incident at the first level.
If the service desk cannot solve the incident then it is passed to a 2nd/3rd level group within the incident management system. Incidents can initiate a chain of processes: incident management,. This chain of processes is tracked using the , - ITIL refers to configuration management system , which records each process, and creates output documents for traceability (quality management).Note - CMDB/CMS does not have to be a single database. The solution can be Federated.Service delivery The service deliverydiscipline concentrates on the proactive services the ICT must deliver to provide adequate support to business users. It focuses on the business as the customer of the ICT services (compare with: ).
IT organizational Structure Related frameworks A number of frameworks exist in the field of IT Service Management alongside ITIL.Descendants Microsoft Operations Framework The (MOF) is based on ITIL Version 2. While ITIL deliberately aims to be platform-independent, MOF is designed by Microsoft to provide a common management framework for its products. Microsoft has mapped MOF to ITIL as part of their documentation of the framework. FITS The British Educational Communications and Technology Agency used ITIL as the basis for their development of (FITS). Their aim was to develop a framework appropriate for British schools, which often have very small IT departments. FITS became independent from in 2009 and is now maintained and supported by The FITS Foundation.
FITS is now used in excess of a thousand schools in the UK, Australia and Norway as the standard for ICT Service Management in the Education sector (Video: )Other frameworks The process framework of the standard (previously BS 15000) is largely equivalent that of the Service Support and Service Delivery parts of ITIL Version 2. While it is not possible for an organization to be certified as being ITIL compliant, certification of an organization is available for ISO/IEC 20000.is an and supporting toolset developed.
View ITIL as being complementary to COBIT. They see COBIT as providing a governance and assurance role while ITIL providing guidance for service management.The published by the TeleManagement Forum offers a framework aimed at telecommunications service providers. In a joined effort, and developed an Application Note to eTOM (GB921) that shows how the two frameworks can be mapped to each other. It addresses how eTom process elements and flows can be used to support the processes identified in ITIL.is aligned with ITIL, but is presented as a complete, integrated process model compatible with IBM's products.is a standard for lightweight service management. Its process framework is quite similar to that of ISO/IEC 20000 and the Service Support and Service Delivery parts of ITIL Version 2, but adopts Service Portfolio Management from later ITIL versions.
FitSM contains several parts, including samples and templates for core ITSM documents, that are published under., an emerging framework which focus on continuous integration and delivery of software. It recognizes that the relationship between developer team and operations team is broken and fills in the gap to promote trust between two teams. This solves the gap that ITIL framework creates—teams working in silo where they possess a 'not my issues' attitude. Certification ITIL 4 The new ITIL 4 Foundation which is an update from ITIL v3/2011 was launched on 18 February 2019. ITIL 4 is a new certification scheme that will slowly replace the existing scheme it is based on the transformation to a digital environment.
It is designed to offer a clearer career path for professionals from Foundation to higher levels. There is no Bridge exam for current ITIL Foundation holders to ITIL 4 Foundation.
Candidates who hold the current ITIL Foundation will need to take the ITIL 4 Foundation to be certified in the new scheme or they would need to accumulate 17 ITIL v3 credits and then take the transition module.Individuals The certification scheme differs between ITIL Version 2 and ITIL 2007/2011, and bridge examinations (now retired) allowed owners of ITIL Version 2 certificates to transfer to the new program. ITIL Version 2 offers three certification levels: Foundation, Practitioner and Manager. These were progressively discontinued in favour of the new scheme introduced along with the publication of the 2007 Edition. ITIL certification levels are now: Foundation, Intermediate, Expert and Master. In addition, the single-process practitioner certifications that were offered by OGC for ITIL Version 2 have now been replaced and the offering expanded by what are known as complementary certifications.The ITIL certification scheme now offers a modular approach. Each qualification is assigned a credit value; so that upon successful completion of the module, the candidate is rewarded with both a certification and a number of credits. At the lowest level – Foundation – candidates are awarded a certification and two credits.
At the Intermediate level, a total of additional 15 credits have to be earned. These credits may be accumulated in either a 'Lifecycle' stream or a 'Capability' stream; or combination thereof. Each Lifecycle module and exam is three credits. Each Capability module and corresponding exam is four credits. A candidate wanting to achieve the Expert level will have, among other requirements, to gain the required number of credits (22). That is accomplished with two from Foundations, then at least 15 from Intermediate, and finally five credits from the 'Managing Across the Lifecycle' exam. Together, the total of 22 earned credits allows a person to request designation as an ITIL Expert.
Advancing from the expert to the master level does not require additional credits, but does require at least five years of IT domain work experience and an extensive usage of ITIL practices.The complementary certifications also have point values, ranging from 0.5 to 1.5 credits, which can be applied towards ITIL Expert certification. However, only a maximum of six credits from complementary certifications can be applied towards the Expert certification.The ITIL Certification Management Board (ICMB) manages ITIL certification. The Board includes representatives from interested parties within the community around the world. Members of the Board include (though are not limited to) representatives from the UK (OGC), APM Group (APMG), (TSO), ITIL Examination Panel, Examination Institutes (EIs) and the ( itSMF) as the recognised user group.Since the early 1990s, and ISEB had been setting up the ITIL based certification program, developing and providing ITIL exams at three different levels: Foundation, Practitioner and Manager. And BCS/ISEB (the British Computer Society) had from that time onwards been the only two examination providers in the world to develop formally acknowledged ITIL certifications, provide ITIL exams and accredit ITIL training providers worldwide. These rights were obtained from OGC, the British government institution and owner of the ITIL trademark. OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APM Group in 2006.
Now, after signing a contract with, BCS/ISEB, Loyalist Certification Services, PeopleCert Group and other certification bodies, APM Group has accredited them as official examination bodies, to offer ITIL exams and accredit ITIL training providers. On July 20, 2006, the OGC signed a contract with the APM Group to become its commercial partner for ITIL accreditation from January 1, 2007.
APMG manage the ITIL Version 3 exams. APMG maintains a voluntary register of ITIL certified practitioners at their Successful Candidate Register.Since 2014, is the owner of the ITIL personnel certification scheme.ITIL exams are administered by Accredited Training Organizations (ATOs) which are accredited by Examination Institute (EI). The Examination Institutes, which issue the ITIL certificates, in turn need to be accredited by Axelos. Pins There are no ITIL Version 4 pins given automatically when a candidate passes their ITIL 4 Foundation exam and receives a digital certificate (the default, free option). However, if a printed paper certificate is purchased from PeopleCert (ITIL's Examination Institute), the traditional four-diamond pastel-green pin will also be shipped. It is the same pastel-green pin as was issued for ITIL V3 (and ITIL 2011). An ITIL Version 2 Foundation Badge.Following the passing an APMG/ exam in IT service management (based on ITIL), some people will wear a metal pin on their shirt or jacket.
This badge, provided by the with basic gold colour is set in the form of the ITIL-logo. The ITIL pins consist of a small, diamond-like structure. The meaning and the shape of the diamond is meant to depict coherence in the IT industry (infrastructure as well). The four corners of the pin symbolise service support, service delivery, infrastructure management and IT management.There were five colours of ITIL Version 3 pins - each corresponds to the colour of the associated core publication:. ITIL Foundation Badge (Pastel Green). This ITIL lapel pin takes its colour from the ITIL Service Strategy book and is awarded on successful completion of the ITIL Foundation exam.
ITIL Intermediate Capability Badge (Burgundy). There are four ITIL Capability courses. (RCV, OSA, SOA, PPO).
You are able to apply for this lapel pin once you have passed each exam. Some examination institutes such as APMG International will send the pins automatically with the candidate's certificate. This badge shares its colour with the ITIL Service Transition book. ITIL Intermediate Lifecycle Badge (Teal). For each of the five ITIL Lifecycle courses (SS, SD, ST, SO, CSI), candidates receive this lapel pin after passing the exam. The colour for this pin is based on the ITIL Service Operation book.
ITIL Expert Badge (Lilac). This is currently the highest qualification available with ITIL. The lapel pin is awarded to a candidate who attains 22 credits through a combination of ITIL training courses. The pin takes its colour from the ITIL Continual Service Improvement book.
ITIL Master Badge (Purple, with the letter M in the middle). Currently in pilot phase this qualification has no training course or exam associated with it. To gain qualification as an ITIL Master, candidates have to have his/her work peer-reviewed by a panel of experts. This article's Criticism or Controversy section may compromise the article's of the subject.
Please into the article as a whole, or rewrite the material. ( February 2013)While a number of researchers have investigated the benefits of the ITIL implementation, it has been criticised on several fronts, including:. the books are not affordable for non-commercial users.
implementation and accreditation requires specific training. debate over ITIL falling under or frameworks. the ITIL details are not aligned with the other frameworks like ITSMRob England (author of the 'IT Skeptic' blog) has criticised the protected and proprietary nature of ITIL. He urges the publisher, Cabinet Office, to release ITIL under the (OGL).CIO Magazine columnist Dean Meyer has also presented some cautionary views of ITIL, including five pitfalls such as 'becoming a slave to outdated definitions' and 'letting ITIL become religion.' As he notes, '.it doesn't describe the complete range of processes needed to be world class. It's focused on. Managing ongoing services.'
In a 2004 survey designed by Noel Bruton (author of 'How to Manage the IT Helpdesk' and 'Managing the IT Services Process'), organizations adopting ITIL were asked to relate their actual experiences in having implemented ITIL. 77% of survey respondents either agreed or strongly agreed that 'ITIL does not have all the answers'. ITIL proponents accept this, citing ITIL's stated intention to be non-prescriptive, expecting organizations to engage ITIL processes with existing process models. Bruton notes that the claim to non-prescriptiveness must be, at best, one of scale rather than absolute intention, for the very description of a certain set of processes is in itself a form of prescription.While ITIL addresses in depth the various aspects of service management, it does not address in such depth.
Many of the shortcomings in the implementation of ITIL do not necessarily come about because of flaws in the design or implementation of the service management aspects of the business, but rather the wider architectural framework in which the business is situated. Because of its primary focus on service management, ITIL has limited utility in managing poorly designed enterprise architectures, or how to feed back into the design of the enterprise architecture.Closely related to the architectural criticism, ITIL does not directly address the business applications which run on the IT infrastructure; nor does it facilitate a more collaborative working relationship between development and operations teams. The trend toward a closer working relationship between development and operations is termed. This trend is related to increased application release rates and the adoption of methodologies. Traditional service management processes have struggled to support increased application release rates – due to lack of automation – and/or highly complex.See also. – A similar framework for.
(BiSL) – A similar framework for and. – An international standard for IT service management.
– An framework for assessment of IT service management maturity.Notes. Hearsum, Phil (2018-06-04). Retrieved 2019-03-03. Axelos (2019-02-18). Retrieved 2019-02-24. David Clifford; Jan van Bon (2008).
Implementing ISO/IEC 20000 Certification: The Roadmap. ITSM Library. Van Haren Publishing. Office of Government Commerce (UK). CCTA and OGC. Retrieved on 2005-05-05 from. Office of Government Commerce (UK).
Retrieved on 2009-08-19 from. AXELOS (2019). '1.3 The structure and benefits of the ITIL 4 framework'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '4.1 Service value system overview'.
ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '4.5 Service value chain'.
ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office).
AXELOS (2019). ITIL management practices'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office).
AXELOS (2019). '4.3 The ITIL guiding principles'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '4.4 Governance'.
ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '4.6 Continual improvement'. ITIL Foundation, ITIL 4 edition.
TSO (The Stationery Office). AXELOS (2019). The four dimensions of service management'.
ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '3.1 Organizations and people'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office).
AXELOS (2019). '3.2 Information and technology'. ITIL Foundation, ITIL 4 edition.
TSO (The Stationery Office). AXELOS (2019). '3.3 Partners and suppliers'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '3.4 Value streams and processes'.
ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office). AXELOS (2019). '5.1 General management practices'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office).
AXELOS (2019). '5.2 Service management practices'. ITIL Foundation, ITIL 4 edition.
TSO (The Stationery Office). AXELOS (2019). '5.3 Technical management practices'. ITIL Foundation, ITIL 4 edition. TSO (The Stationery Office).
Archived from on 2010-01-23. ^ FSM. David Cannon (2011). ITIL Service Strategy 2011 Edition.
The Stationery Office. ^ Lou Hunnebeck (2011). ITIL Service Design. The Stationery Office. ^ Stuart Rance (2011).
ITIL Service Transition. The Stationery Office.
^ Randy A. Steinberg (2011).
Biblia Hebraica Em Portugues Pdf Gratis
ITIL Service Operation. The Stationery Office. ^ Vernon Lloyd (2011).
ITIL Continual Service Improvement. The Stationery Office. Cazemier, Jacques A.; Overbeek, Paul L.; Peters, Louk M.
Security Management. The Stationery Office. Office of Government Commerce (2002). Application Management. The Stationery Office. 4 June 2012.
15 March 2012. Office of Government Commerce (2000).
The Stationery Office. Office of Government Commerce (2001). Service Delivery. IT Infrastructure Library. The Stationery Office.
Office of Government Commerce (2002). ICT Infrastructure Management. The Stationery Office. Office of Government Commerce (2002).
Planning to Implement Service Management. The Stationery Office. Office of Government Commerce (2005). ITIL Small Scale Implementation. The Stationery Office. Microsoft Corporation. Cite journal requires journal=.
Van Bon, Jan; Verheijen, Tieneke (2006), Van Haren Publishing,. AXELOS.com. ISACA (2008), ITGI,. Brooks, Peter (2006), Van Haren Publishing, pp. 76–77,. Morreale, Patricia A.; Terplan, Kornel (2009), CRC Handbook of Modern Telecommunications, Second Edition (2 ed.), CRC Press,.
FedSM Project. Retrieved 2012-12-12.
Sharp-Paul, Alan. Retrieved 2017-07-31. Bloomberg, Jason. Retrieved 2017-07-31. ITIL Official Site.
Retrieved 2013-01-25. Cite journal requires journal=.
ITIL Official Website. Retrieved 2014-01-09. Cite journal requires journal=.
ITIL Official Site. Retrieved 2013-01-25.
Cite journal requires journal=. APMG (2008). Retrieved 24 February 2009. ^. Retrieved 2010-01-14. Retrieved 2010-01-14.
Office of Government Commerce (2006). Retrieved 19 September 2006. Archived from on 2011-09-12.
Retrieved 2011-09-20. CS1 maint: archived copy as title. Retrieved 2012-12-12. Retrieved 2012-12-12. Jenny Dugmore; Alison Holt (2005). Pink Elephant (2011).
Retrieved 2014-12-23. Office of Government Commerce (2008). Retrieved 24 February 2009. Marrone, Mauricio; Kolbe, Lutz M. 'Impact of IT Service Management Frameworks on the IT Organization'. Business & Information Systems Engineering. 3 (1): 5–18.
Pollard, Carol; Cater-Steel, Aileen (2009-04-14). 'Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S.
And Australian Companies: An Exploratory Study'. Information Systems Management.
26 (2): 164–175. The IT Skeptic. Retrieved 2013-11-12. Retrieved 2013-11-12.
Meyer, Dean, 2005., CIO Magazine, March 31, 2005. Survey: 'The ITIL Experience – Has It Been Worth It', author Bruton Consultancy 2004, published by Helpdesk Institute Europe, The Helpdesk and IT Support Show, and Hornbill Software.External links Wikibooks has a book on the topic of:.