Get an overview of the ITIL v3 framework, along with key definitions, history of ITIL, and a summary of the ITIL processes contained within each ITIL publication.

1. Essential Guide to Navigating
the ITIL Framework

2. Table of Contents
ITIL Defined...........................................................................3
History.....................................................................................4
Publications...........................................................................5
• Service Strategy...........................................................6
• Service Design.............................................................. 7
• Service Transition.........................................................8
• Service Operation........................................................9
• Continual Service Improvement........................... 10
Advantages...........................................................................11
More Information................................................................12

3. ITIL Defined
ITIL, or Information Technology Infrastructure Library,
is a well-known set of IT best practices designed
to assist businesses in aligning their IT services with
customer and business needs.
Services include IT related assets, accessibility, and
resources that deliver value and benefits to customers.

4. ITIL History
ITIL was started by the British
government during the 1980s as
a set of standards for improving
IT performance. The standards
were adopted during subsequent
years by both government and
non-government entities.
As the standards grew in popularity,
they went through several versions
(ITIL V2, ITIL V3) with the most recent
version released in 2011 – ITIL 2011.

5. Publications
The current version, ITIL 2011, encompasses
5 separate publications:
• Service strategy
• Service design
• Service transition
• Service operation
• Continual service improvement

6. Service Strategy
ITIL service strategy involves examining
the current market needs and existing
offerings and creating a plan for services
to meet stated needs.
Service strategy processes include:
• Service portfolio management
• Financial management
• Strategy management for IT services
• Demand management
• Business relationship management

7. Service Design
Service design focuses on designing
service offerings to meet both business
and customer needs.
Service design processes include:
• Service level management
• Service catalog management
• Capacity management
• IT service continuity management
• Information security management
• Supplier management
• Design coordination

8. Service Transition
Service transition involves service implementation,
as well as managing services through transitions
or discontinuation.
Service transition processes include:
• Change management
• Change evaluation
• Release and deployment management
• Service validation and testing
• Service asset and configuration management
• Knowledge management
• Transition planning and support

9. Service Operation
Service operation involves managing
the smooth delivery of IT services with
the ultimate goal of delivering value
to the business.
Service operation processes include:
• Incident management
• Problem management
• Event management
• Access management
• Request fulfillment

10. Continual Service Improvement
Continual service improvement focuses
on finding opportunities for service growth
and enhancement.
Continual service improvement (CSI)
processes include:
• Process evaluation
• Definition of CSI initiatives
• Monitoring CSI initiatives

11. Advantages of ITIL
Implementing ITIL processes
offers significant business
benefits by enabling IT teams to:
• Minimize service interruptions
• Improve customer relationships
• Enhance service efficiency
• Improve employee productivity
• Reduce service costs

12. Essential Guide
to Navigating the
ITIL Framework
Read the Full Guide >
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