Over the past two decades the world of IT has changed dramatically. The IT Infrastructure Library framework has grown along with it and has shaped a community of practice that has spawned an entire industry. What hasn’t changed in all that time is the need for us as practitioners of service management to learn how best practices evolve and how they support and influence the customer’s successes or failures.
In a world of growing complexity, choice and globalization, ITIL has remained at the heart of the industry, growing and evolving to meet the needs of service providers. The current version of ITIL is a product of this evolution.
Within the pages of this book, we will introduce ITIL to the novice, further educate the practitioner and transform our understanding of IT service management best practices.
This book captures the basic concepts of the ITIL Service Lifecycle and its benefits. It serves as a reference to ITIL service management practices, but should not be considered a substitute for the ITIL core practice set.
It is from here we begin the journey into the ITIL service management practices.