ITIL® download centre

20 years of ITIL

From its humble beginnings as a UK government project to rationalise IT spending, the framework has grown into one of the most influential courses of guidance on best practice and IT/business alignment worldwide. And it keeps on growing...

ITIL Summer 2011 updates

Frequently Asked Questions about the ITIL 2011 update.

ITIL: What It Is and Why You Should Care - Eugene Ball

This paper will describe the origin of ITIL, who controls the ITIL contents, who are the biggest users of ITIL, and why you should care about it.

OBASHI Explained

This white paper explains the history behind the development of OBASHI, which is a new way to document and model how people, processes and technology interact to make a business work far more effectively.

An Introductory Overview of ITIL

This handy reference describes the key principles of IT Service Management and provides a high-level overview of each of the core publications within ITIL. It also offers a process cross-reference and information on qualifications and ITIL-related standards.

ITSMF ITIL Roadshow Presentation

Run by Chief Architect for the ITIL refresh project, Sharon Taylor, These roadshows were attended by over 1500 people worldwide. The presentation covers topics such as: The purpose of ITIL, business benefits of ITIL, structure of ITIL, and descriptions of each of the new lifecycle books.

ITIL in a Recession

Adopting ITIL practices for service management helps companies to gain a competitive edge that will aid growth as we come out of recession.

ITIL in 10 simple steps

CIOs who have successfully used 'The Information Technology Infrastructure Library' (ITIL) to improve IT performance and services now offer you 10 tried and tested ways to reap the same benefits.

ISO/IEC 20000 White Paper

First published in 2005, ISO/IEC 20000 is the international standard for IT Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and customers.

Disney's ITIL journey

Case study on how Disney is using ITIL Best Practice to deliver excellence in service management.

Executive Briefing: The Benefits of ITIL

Find out how ITIL has enabled organisations across the globe to maximize value from their IT investments, and why ITIL enjoys worldwide recognition as the leading framework of good practice in IT service management

Taking IT out of the corner, Müller Dairy

How Müller made IT a service - an enabler in the business.

ITIL - The Basics

What is ITIL? Why would an organisation be interested in ITIL? What are the benefits of ITIL? Which companies use ITIL? Artcle answering all of the above questions.

ITIL Managing Digital Information Assets

How to ensure your technical environment adequately supports the digital information your organisation relies on - using ITIL service management best practices.

Reaping the benefits of ITIL

If you’re considering ITIL or already going down the ITIL path, you need not worry about the hype being real. It works. That’s the consensus of members of the CIO Executive Council, many of whom are well under way in implementing several of ITIL’s 12-process framework.

ITIL October 2011 updates

More Frequently Asked Questions about the ITIL 2011 update.

Project Management Qualifications: Are You on the Right Track?

Somewhere out there is the right project management qualification and career path for you and your team. Whether you’re an individual or a skills assurance coordinator for a company, this guide will help steer you right.

Using ITIL at the IRS

Why the Internal Revenue Service (IRS), a bureau of the Department of the Treasury in the USA, chose ITIL as their preferred IT service management framework.

ITIL Service Management Practices: Qualifications Scheme

Outlines and detailed the ITIL qualification scheme.

Transforming IT Service Management Knowledge Into Practice With ITIL Practitioner

Using ITIL and PRINCE2 together

A case study illustrating the key benefits to projects when PRINCE2 and ITIL are used together.

ITIL What it is and why you should care Hank Marquis

A concise guide to some of the practicalities of ITIL training: its value as a strategic resource, its distinguishing features, implementation strategies and more.

The ITIL glossary of terms, definitions and acronyms

An essential guide through the terminology and acronyms used in ITIL.