ITIL#Problem management

Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations designed to standardize IT management practices across government functions, built around a process model-based view of controlling and managing operations often credited to W. Edwards Deming and his plan-do-check-act (PDCA) cycle.{{cite book |author1=David Clifford |author2=Jan van Bon |title=Implementing ISO/IEC 20000 Certification: The Roadmap |series=ITSM Library |publisher=Van Haren Publishing |year=2008 |isbn=978-90-8753-082-2}}

• In 1989, ITIL was released. It grew to a series of 30 books that recommended and provided IT best practices that focused on and catered for client and business needs.
• In 1993, the examination institute EXIN developed the first certification scheme for ITIL.{{cite web |title=EXIN Milestones |url=https://www.exin.com/about-exin/ |website=EXIN.com |access-date=3 April 2023}}
• In April 2001, the CCTA was merged into the Office of Government Commerce (OGC), an office of the UK Treasury.{{cite web |website=Office of Government Commerce (UK) |title=OGC - - CCTA Re-direct Page |access-date=2005-05-05 |url=http://www.ogc.gov.uk/index.asp?id=1878 |archive-url=https://web.archive.org/web/20050422073533/http://www.ogc.gov.uk/index.asp?id=1878 |archive-date=22 April 2005 |date=1 April 2003}}
• In 2001, ITIL version 2 was released.
• In May 2007, ITIL version 3 was released (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• In 2009, the OGC officially announced that ITIL Version 2 certification would be withdrawn and launched a major consultation as per how to proceed.{{cite web |website=Office of Government Commerce (UK)|access-date=2009-08-19 |title=ITIL |url=http://www.ogc.gov.uk/guidance_itil.asp |archive-url=https://web.archive.org/web/20090909012325/http://www.ogc.gov.uk/guidance_itil.asp |archive-date=9 September 2009 |date=2009-07-13}}
• In 2009 and 2011, researchers investigated the benefits of the ITIL implementation.{{Cite journal |last1=Marrone |first1=Mauricio |last2=Kolbe |first2=Lutz M. |date=2011-01-15 |title=Impact of IT Service Management Frameworks on the IT Organization |journal=Business & Information Systems Engineering |language=en |volume=3 |issue=1 |pages=5–18 |doi=10.1007/s12599-010-0141-5 |issn=1867-0202 |doi-access=free}}{{Cite journal |last1=Pollard |first1=Carol |last2=Cater-Steel |first2=Aileen |date=2009-04-14 |title=Justifications, Strategies, and Critical Success Factors in Successful ITIL Implementations in U.S. and Australian Companies: An Exploratory Study |journal=Information Systems Management |volume=26 |issue=2 |pages=164–175 |citeseerx=10.1.1.631.8883 |doi=10.1080/10580530902797540 |issn=1058-0530 |s2cid=14096708}}
• In July 2011, ITIL 2011 was released.
• In 2013, ITIL was acquired by AXELOS, a joint venture between Capita and the UK Cabinet Office.{{Cite web |url=https://www.cio.com/article/2439501/infrastructure-it-infrastructure-library-itil-definition-and-solutions.html |title=What is ITIL? Your guide to the IT Infrastructure Library |first1=Sarah K. |last1=White |first2=Lynn |last2=Greiner |date=January 18, 2019 |website=CIO |access-date=7 May 2019 |archive-date=24 April 2019 |archive-url=https://web.archive.org/web/20190424015940/https://www.cio.com/article/2439501/infrastructure-it-infrastructure-library-itil-definition-and-solutions.html |url-status=live }}
• In February 2019, ITIL 4 was released. With this release, the nomenclature of using a version number was replaced simply with the numerical number (v3 became 4) in a reference to the 4th industrial revolution. The main changes were: to consider end-to-end Service Management from holistic and value-centric perspectives, to align with philosophies such as Agile, DevOps, and Lean, and to reduce the emphasis on IT Service Management in favor of general Service Management.{{cite web |title=ITIL 4 |url=https://wiki.en.it-processmaps.com/index.php/ITIL_4 |website=IT Process Wiki |access-date=11 February 2022 |archive-date=14 February 2022 |archive-url=https://web.archive.org/web/20220214234627/https://wiki.en.it-processmaps.com/index.php/ITIL_4 |url-status=live }}{{user-generated inline|date=June 2023}}
• In June 2021, PeopleCert completed the acquisition of Axelos.

ITIL 4 contains seven guiding principles:

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

ITIL 4 consists of 34 practices grouped into 3 categories:

• General management practices: some examples are: Strategy management, Portfolio management, Architecture management and Risk management
• Service management practices: examples are: Service-level management, Availability management and Capacity and performance management
• Technical management practices: including three practices: Deployment management, Infrastructure and platform management and Software development and management.

ITIL 4 certification can be obtained by different roles in IT management. Certification starts with ITIL 4 Foundation, followed by one of two branches:https://goodelearning.com/articles/who-uses-itil/ |title= Who Uses ITIL? The Applications of ITIL 4 |last1=Omniplex Learning|website=Omniplex Learning |access-date=21 December 2024

• ITIL 4 Specialist: Create, Deliver & Support (CDS)
• ITIL 4 Specialist: Drive Stakeholder Value (DSV)
• ITIL 4 Specialist: High Velocity IT (HVIT)
• ITIL 4 Specialist: Monitor, Support, and Fulfil (MSF)

• ITIL 4 Strategist: Direct, Plan & Improve (DPI)
• ITIL 4: Digital & IT Strategy (DITS)

• Application Services Library – A similar framework for application management
• Business Information Services Library (BiSL) – A similar framework for information management and functional management
• ISO/IEC 20000 – An international standard for IT service management
• Tudor IT Process Assessment – A framework for assessment of IT service management maturity

{{Reflist|2}}

{{Wikibooks|ITIL v3 (Information Technology Infrastructure Library)}}

• [https://www.ibm.com/topics/it-infrastructure-library IBM.com - "What is IT Infrastructure Library (ITIL)?"]

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Category:Information technology consulting

Category:Method engineering