IT Policies

ITIL V3: Making Business Services Serve the Business

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Executive Summary

The Information Technology Infrastructure Library (ITIL) is a collection of information technology best practices, published for the unique purpose of providing guidance for the management of IT. Originally consolidated from both the private and public sector, ITIL has become the most widely accepted approach to IT Service Management (ITSM) in the world. ITIL v3 brings one ever closer to managing IT in a manner that makes business services serve the business. ITIL v2 processes did a great deal to help steer IT management in the direction of improving service for business customers. It detailed end-to-end IT management processes for each major function within IT, and highlighted the need for sweeping changes in the overall approach to IT management.

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