ITIL (Information Technology Infrastructure Library is a framework for IT service management best practices. Originally written by the experts from the Office of Government Commerce (OGC), the ITIL library, since its version 3, has invited other experts from several companies such as Accenture, Ernst and Young, Hewlett-Packard, Deloitte, BearingPoint or PriceWaterhouseCoopers.
It’s a large Framework addressing the following issues :
After a development, mostly European that lasted until the late 1990s, ITIL has established itself on the north American market through IT system transformation consulting companies. In 2007, the version 3 was largely adopted due to its various translations. However the complexity of some volumes brought the British government to update the books in 2011, under the name ITIL version 2011. The OGC transferred the ITIL ownership to another British governmental organization, the Cabinet Office.
ITIL best practices position organization blocks and information flow. Many exploitation software meet these best practices.
For a company to adopt the ITIL best practices guarantee its clients (internal as well as external) a service that meets the pre-established qualities on an international level. ITIL is the foundation for the BS15000 norm (first formal and international ITSM norm) a quality label close to the ISO norms.
With a clearly defined approach per process, ITIL allows to increase the quality of the IT departments and the user support in particular by creating the function of service Center (meaning “department of the company”) or “service Desk” (as an extension of the help desk) which centralizes and administrates the global information system management. ITIL is basically some sort of “rules” for the IT department.
For a company, the benefits are a better overview of the IT department’s actions. This follow-up allows to permanently optimize the department’s process to reach the clients maximum satisfaction.
Even if ITIL considers the existing organizations in a transversal manner, ITIL wasn’t originally conceived for the IT service governance. However, according to Metrixware, the version 3 of ITIL deals with the IT service governance. Either way ITIL is centered on the IT department, the matter of IT governance will arise when considering the strategic alignment of the information system on the business processes
Other approaches of governance exist :