Investigating ITIL

Michael R. Wood is a Business Process Improvement & IT Strategist Independent Consultant. He is creator of the business process-improvement methodology called HELIX and founder of The Natural Intelligence Group, a strategy, process improvement and technology consulting company. He is also a CPA, has served as an Adjunct Professor in Pepperdine's Management MBA program, an Associate Professor at California Lutheran University, and on the boards of numerous professional organizations. Mr. Wood is a sought after presenter of HELIX workshops and seminars in both the U.S. and Europe.

Over the past few years I have published a number of articles on the Information Technology Library. With roots dating back to the 1970s, ITIL has become the recognized standard for managing IT service levels throughout the enterprise. If you are an ITIL guru, this article is not for you. But if you are new to ITIL and want to wrap your arms around the components and terminology contained within this extensive framework, then read on.
ITIL garnered industry-wide attention with the regulatory advancement of IT Governance in the United States (Sarbanes Oxley) and in the United Kingdom (Audit, Investigations and Community Enterprise Act of 2004). With the release of Version 2 (v2), ITIL began to grow out of the U.K. and into international prime time. ITIL v2 clearly set forth the landscape that IT service delivery addressed as follows (source, my article from February 2009):
1. Service Support
  • Service Desk/Service Request Management
  • Incident Management
  • Problem Management
  • Change Management
  • Release Management
  • Configuration Management
2. Service Delivery
  • Service Level Management
  • Capacity Management
  • IT Service Continuity Management
  • Availability Management
  • Financial Management
3. Security …

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"We cling to our own point of view, as though everything depended on it. Yet our opinions have no permanence; like autumn and winter, they gradually pass away."

- ChuangTzu