Currently, the de facto standard in the field of organization and management of information technology, which summarizes the best international experience, is the Information Technology Infrastructure Library (ITIL books can be downloaded here https://itil.press/).
The ITIL Library is published by OGC (The Office of Government Commerce) — a British government organization responsible for improving the efficiency of UK government structures, as well as developing cooperation with private sector companies.
The development and popularization of the Library is supported not only by its publisher (OGC) but also by the independent professional community itSMF (IT Service Management Forum). This non-profit organization brings together both individuals, professionals in the field of IT management, and organizations, including vendors. Among the largest corporate members of the Forum (Global members) are Microsoft, SUN, HP and IBM.
The ITIL library was originally the result of the work of the Central Computer and Telecommunications Agency (CCTA) under the UK government. In April 2001, the CSTA was merged with the Office of Government Commerce (OGC), which is now the new owner of the ITIL library. OGC's mission is to help UK public sector customers modernize their purchasing activities and improve service delivery by making the most of IT and other tools.
"OGC's mission is to modernize government procurement and work to improve the use of funds." OGC promotes the use of "best practices" in various areas of activity (for example, Project Management, Purchasing Management and IT Service Management). OGC produces several book series (libraries) written by UK and international experts representing a range of companies and organizations.
OGC's ITIL library consists of a set of accessible and detailed "Collections of Practice" for delivering efficient and effective IT services.
Each of the books in the ITIL library addresses the issues of a separate part of the structured process framework. They describe what is needed to organize IT Service Management.
The ITIL library defines the goals and activities, inputs and outputs of each of the processes in an IT organization. However, the ITIL library does not provide a specific description of how these activities are carried out, as they may differ in each organization. The emphasis is on a proven approach that can be implemented in a variety of ways depending on the circumstances. The ITIL library is not a method; on the contrary, it provides a structured framework for planning the most frequently used processes, roles and activities, defining the links between them and the necessary types of communication.
The creation of the ITIL library was driven by the need to provide high quality services while focusing on customer relationships. The IT organization must honor customer agreements, which means maintaining good relationships with customers and partners such as vendors.
Part of the ITIL philosophy is based on quality systems, such as the ISO-9000 series of standards, and Total Quality frameworks, as offered by the European Foundation of Quality Management (EFQM). The ITIL library supports these systems by providing a clear description of the processes and best practices of IT Service Management. This can significantly reduce the time it takes to complete ISO certification.
Initially, the ITIL library consisted of several sets of books, each of which described a specific area of IT infrastructure maintenance and operation. Ten books were considered the core of ITIL, covering areas such as service support and service delivery. The library also included about 40 other books on ancillary subjects related to IT Service Management, from cabling to Customer Relationship Management. The book manager is used to manage books. However, in the original series of books, IT Service Management was treated primarily from an IT perspective. To fill the gap between business practice and the IT organization, a series of books has been included in the library that addresses the business aspects of IT Service Management. Moreover, certain parts of the ITIL library used a slightly outdated approach at the time.
The core ITIL books have now been re-edited and republished as two books, one on service support and one on service delivery. This made it possible to exclude repetitions and the inconsistency that occurred in places in early episodes.