Print Page   |   Sign In   |   Register
ITIL - IT Infrastructure
Share |

What is ITIL®?

The IT 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 

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."

All5 publications are availablefor saleon this website with members receiving a 10% discount and free postage anywhere in Australia.

Why is ITIL so successful?

ITIL embraces a practical approach to service management - do what works. And what works is adapting a common framework of practices that unite all areas of IT service provision towards a single aim - that of delivering value to the business. The following list defines the key characteristics of ITIL that contribute to its global success:

  • Vendor-neutral - ITIL service management practices are applicable in any IT organization because they are not based on any particular technology platform or industry type. ITIL is owned by the UK government and is not tied to any commercial proprietary practice or solution.
  • Non-prescriptive - ITIL offers robust, mature and time-tested practices that have applicability to all types of service organization. It continues to be useful and relevant in public and private sectors, internal and external service providers, small, medium and large enterprises, and within any technical environment. Organizations should adopt ITIL and adapt it to meet the needs of the IT organization and their customers.
  • Best practice - ITIL represents the learning experiences and thought leadership of the world's best-in-class service providers.
  • Positive ROI - ITIL is successful because it describes practices that enable organizations to deliver benefits, return on investment and sustained success. ITIL is adopted by organizations to enable them to:
    • Deliver value for customers through services
    • Integrate the strategy for services with the business strategy and customer needs
    • Measure, monitor and optimize IT services and service provider performance
    • Manage the IT investment and budget
    • Manage risk
    • Manage knowledge
    • Manage capabilities and resources to deliver services effectively and efficiently
    • Enable adoption of a standard approach to service management across the enterprise
    • Change the organizational culture to support the achievement of sustained success
    • Improve the interaction and relationship with customers
    • Coordinate the delivery of goods and services across the value network
    • Optimize and reduce costs.

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 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.


ITIL® and IT Infrastructure Library® are Registered Trade Marks of the Cabinet Office

Association Management Software Powered by YourMembership  ::  Legal