Itil download centre welcome to the itil training download centre. Ccta now ogc office of government commerce part of hm treasury authority for best practices within government. Learn vocabulary, terms, and more with flashcards, games, and other study tools. A list of known security vulnerabilities compiled from input by. They describe an integrated set of process oriented best practices for managing it services. The ogc operated through the government procurement service, an executive agency now known as the crown commercial service. This course provides an understanding of the service lifecycle and processes as well as the best and common practices for it service management.
The office of government commerce ogc was a uk government office established as part of hm treasury in 2000. It summarises the best practices described in the 2011 editions core guidance, explaining the basic concepts of itil and providing information on each stage of the service lifecycle. Acceptance is usually preceded by evaluation or testing and is often required before proceeding to the next stage of a project or process. List of itil abbreviations and glossary v3 2011 web online. Itil a set of actions designed to achieve a particular result. Click on a plus icon below to view the available glossaries by best practice solution. Itil fundamentals itil is a registered trade mark of ogc the office of government commerce. Itil may bring a structured, easytounderstand and easytoimplement framework, but it also uses clearly defined terminology that enables itil experts around the world to understand each other. Itil v1 was the initial version of itil consisting of 31 books. Ppm a process, function or task that occurs over time, has recognizable results and is managed. The itil framework and project management framework both serve different purposes to be sure, but when combined within an organisation, they ultimately create great. This itil glossary includes definitions for key terms and acronyms of itil and itsm it service management in alphabetical order. If you have decided to study for the itil qualifications, or just want an idea of what is involved in taking the itil exams, here you will find documents, past itil exam papers, quizzes and book references to help you with your itil training.
To update the publications in line with a number of issues raised in the change control log. Each provides the guidance necessary for an integrated approach, as required by the isoiec 20000 standard specification. The refresh has transformed the guidance from providing a great service to being the most innovative and best in class. Itil s 2007 edition represents an important evolutionary step in its life. Remedy itsm incident management for it support staff page 1 1. Information technology infrastructure library itil. For a long time, it professionals were apt to believe that itil and project management certification pmp were conflicting frameworks, and you were either certified in one or the other, but rarely both.
The changes in detail service strategy main issue of the update was an increased comprehensibility of this itil discipline. Glossaries of terms in order to help international users gain a real understanding of the specific terminology within the various axelos best practice publications, translated glossaries have been created and are available to download, in pdf format. Itil is a set of books that have been developed, documented, and published by the uk office of government commerce ogc. The attributes of a business function that drive the behaviour and implementation of that business function in order to achieve the strategic business goals of the company. Itil, formerly an acronym for information technology infrastructure library, is a set of detailed practices for it service management itsm that focuses on aligning it services with the needs of business itil describes processes, procedures, tasks, and checklists which are neither organizationspecific nor technologyspecific, but can be applied by an organization toward. The itil 2011 edition is available in english printing since the end of july 2011. Ogc plans update to itil core publications not just itsm. The itil 4 edition starts with the itil foundation book, which was released on february 18, 2019. In the early 80s, the uks office of government commerce recognized that utilizing consistent practices for all aspects of a service lifecycle could assist in driving organizational effectiveness and efficiency as well as predictable service levels. An introductory overview of itil 2011 aligned to the 2011 editions b e s t g m a n a e m e n t p r a c t i c e p r o d u c t published in association with. Background it departments continually have tremendous demands placed on them to manage new initiatives, projects, incidents, changes, and service requests. The ogc itil v3 glossary has been translated into the following languages and are available to download for free. Activities are usually defined as part of processes or plans, and are documented in procedures.
How will the serfs like me influence or be may be impacted by changes in the great schemes. This includes a number of processes above and beyond the traditional help desk function, which will. Itil has been deployed successfully around the world for over 20 years. In may 2007, this organization issued the version 3 of itil also known as the itil refresh project consisting of 26 processes and functions, now grouped under only 5 volumes, arranged around the concept of service lifecycle structure. Recent refresh, with companies within private sector involved in the development of material. Itil is a set of best practices standards for information technology it service management. Billing is the activity responsible for producing an invoice or a bill and recovering the money from customers. Itil foundation terms and concepts you need to know techroots. Whether adopting itil or embarking on continuous service improvement, participants. It is usually defined as part of a process or plan. Quanta training 2014 uk itil foundation glossary of terminology itil foundation glossary of terminology 5 service lifecycle service design itil says itil means service design the phase of the lifecycle that takes customer requirements and looks to turn them into a service, but in a pencil and paper way.
Itil change management glossary itil uses many terms that may not be familiar to those of you new to this methodology. Introduction to the itil service lifecycle introduces it service management and itil. Apr 18, 2016 list of itil abbreviations and glossary v3 2011 web online. For assistance with these and other terms, please refer to the itil glossary included with your course materials or refer to the taruu online itil glossary of terms. Since its origin, it has undergone many changes which lead to the following versions of itil. In july 2011, the 2011 edition of itil was published, providing an update to the version published in 2007. Includes budgeting, accounting and charging activities. Itils 2007 edition represents an important evolutionary step in its life. The shortcut guide to improving it service support through. Itil foundation is the basic itil certification level. Microsoft word august 2011 2007 v 2011 process and function list. Itil it infrastructure library general information. From 2000 to 2004, itil v1 was revised and replaced by 7 books.
The ogc it infrastructure library a set of guides on the management and provision of operational it services. Pink elephant leading the way in it management best practices it service management 2007 a pink perspective david ratcliffe president, pink elephant. Itil process summary sheets for use with pinkscan, november 2009 page 5 of 38 financial management objectives the process responsible for managing an it service providers budgeting, accounting and charging requirements quantification in financial terms of it services and their value. The united kingdoms central computer and telecommunications agency ccta created itil in response to the growing dependence on information technology to meet business needs and goals. The ogc is no longer listed as the owner of itil, following the consolidation of ogc into the cabinet office. Additional exam resources in addition to this guide and the taruu online itil v3 glossary of terms, you should also avail yourself of. Leade advance itsm term definition acceptance criteria a list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
This paper describes how to release a change into the it environment using itil. As in any other field of interest, itil terminology also uses terms that may differ from their usual meanings in the english language, while others. Information technology infrastructure library 2011 terms with the relevant foundation course pages where it has been viewed. The translated glossaries are available for free by clicking on the following link and once agreeing to the terms and conditions they can be downloaded. Introduction to the itil service management framework. It is a lovely sunny sunday morning and whilst drinking my coffee with a teaspoon of added cocoa i decided to revisit grand castle itil and see what further news. Itil v2 glossary v01, 1 may 2006 absorbed overhead to application portfolio. Dec 09, 2016 itil, or information technology infrastructure library, is a collection of best practices in it service management with the ability to be implemented in a variety of businesses. An integrated set of practices and tools used to merge developers code, build and test the resulting software, and package it so that it is ready for deployment.
Itil was first published between 1989 and 1995 by her majestys stationery office hmso in the uk on behalf of the central communications and telecommunications agency ccta. In order to help international users gain a real understanding of the specific terminology within the various axelos best practice publications, translated glossaries have been created and are available to download, in pdf format. It was moved into the efficiency and reform group of the cabinet office in 2010, before being closed in 2011. We would like to express our gratitude and acknowledge the contribution of stuart rance and. Itil version 3s v3 service lifecyclebased practice incorporates the best of v1 and v2 and tests current best practice for itsm.
Over this time, the framework has evolved from a specialized set of service management topics with a focus on function, to a processbased framework which now provides a broader holistic service lifecycle. Itil v1 was the initial version of itil consisting of 31 books from 2000 to 2004, itil v1 was revised and replaced by 7 books itilv2. It was moved into the efficiency and reform group of the cabinet office in 2010, before being closed in 2011 the ogc operated through the government procurement service, an executive agency now known as the crown commercial service the purpose of. If you stayed logged into remedy overnight, logout and. These books of itil cover all aspects of it service management. Please click on one of the terms to see its definition or skip list and proceed to definitions. Ogc gives us an itil v3 maturity assessment standard, but. Service operation introduces, explains and details delivery and control activities to achieve operational excellence on a daytoday basis. Is there an official itil foundation exam study guide.
The changes in detail service strategy main issue of the update was an increased comprehensibility of this itil. Itil versions itil was originated as collection of books. Itil v3 foundation course glossary term definition acceptance formal agreement that an it service, process, plan, or other deliverable is complete, accurate, reliable and meets its specified requirements. It is the most widely embraced it service management method guidelines for this very reason. Ogc recently released the project requirements for an update to the itil core publications.
Information technology infrastructure library itil is a framework available in the form of documentation that defines the bestpractices and approaches to manage it services. When companies merge or acquire others, existing and diverse systems must be. A practical guide to itsm and itil 3 3 barclayrae website. Itil glossary of terms, definitions and acronyms in hungarian, v3. Sep 11, 2009 ogc recently released the project requirements for an update to the itil core publications. Itil is a registered trade mark of the office of government commerce in the united kingdom and other countries.