What is ITIL?

Information Technology Infrastructure Library (ITIL) is a collection of best practises in IT Service Managment (ITSM) providing a framework which can be utilised in any organisation to improve capabilities and service management. Originally released by the UK Office of Government Commerce (OGC) in the late 80's, it grew to a collection of 44 books. ITIL V2, a set of 7 books based around the two key books - Service Support and Service Delivery - was released early 2000.

May 2007 saw the release of ITIL V3 launched internationally here in Sydney. V3 is based on the service lifecycle approach. It has increased synergy to other best practises such as COBIT and CMMI, talks more about business benefits delivered by IT, and reflects many new practises in our industry like outsourced service models and cultural change factors.

ITIL does not set in stone every action required on a day-to-day basis because this will vary from organisation to organisation.

Being a framework, rather than a cook book that requires exact ingredients, ITIL provides an outline and models that specify the goals, general activities, inputs and outputs of the processes that can be incorporated and generally used in varying degrees of maturity in most organisations.

ITIL provides a proven method for planning and implementing common processes, roles and activities with appropriate internal references that define the lines of communication between these processes.

More importantly, ITIL provides a common language that is an essential ingredient in the successful implementation of any improvement programme.

For more information, please visit the Official ITIL® website http://www.itil-officialsite.com 

The ITIL V3 Publications consist of 5 core books and a number of complementary publications: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Referred to as "The Living Library" it also includes "The Official Introduction to the ITIL Service Lifecycle." All 5 publications are available for sale on this website with members receiving a 10% discount and free postage anywhere in Australia.

Getting to know the ITIL family

Core of Practice

This refers to the 5 publications mentioned above for sale on this site.

Qualifications Scheme

This currently consists of 3 levels - Foundation course, ITIL Diploma in Service Management and Advanced Diploma. Practioners who have already completed the ITIL V2 versions will be eligible to complete bridging courses as they are released. For more information we suggest the ITIL Official Site.

Complementary Portfolio

A living library, complementary publications specific to particular industry sectors, organisation types, operating models and technology architectures are continually being released.  itSMFA members and online subscribers are notified of Australian release dates via a free regular email bulletin 4ward Thinking .

Courses & Examinations

itSMFA receives support from a selection of high quality trainers in Australia listed below. Clicking on the logo will take you through to their website to view course details.

ITIL Web Support Services

A new website www.itil-live-portal.com provides an interactive knowledge centre where users can access time with ITSM experts to answer questions, discuss issues or seek advice. The site includes services like an Interactive Service Management Model, Online Subscriber Services, Case Studies and the published Glossary of Terms and Definitions.