ITIL is a set of books, documents, and guidelines for application of existing methods and measures in a structured business and IT interaction context. ITIL is used as a guide: you have to follow the procedures described by ITIL day by day. These procedures are not organization-specific. ITIL describes the best practices that can be used in a different way depending on organization needs. The course deals with second ITIL edition as the most comparable to everyday duties of IT departments.
The structure of each ITIL procedure is examined along with:
- Benefits/issues/costs of process implementation
- Relation to other ITIL processes
- Roles and tasks of process executors
- Recommended step-by-step order of process implementation
- Success factors of process implementation