The Information Technology Infrastructure Library (ITIL) is a set of concepts and policies for managing information technology (IT) infrastructure, development and operations.
IT Change Management as a concept is related but not equivalent to ITIL which, in Version 2, contained a subsection specifically entitled IT Service Management (ITSM).
Five key volumes comprise the ITIL v3
1. Service Operation
Best practice for achieving the delivery of agreed levels of services both to end-users and the customers. Service Operations is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc are considered.
2. Service Strategy
As the center and origin point of the ITIL Service Lifecycle, the Service Strategy volume provides guidance on clarification and prioritization of service provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop in the long term.
3. Service Design
The ITIL Service Design volume provides good practice guidance on the design of IT services, processes,
ITIL training and other aspects of the service management effort.
ITIL v2 framework
Service Support
The Service Support ITIL discipline is focused on the user of the ICT 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.
