The Information Technology Infrastructure Library (ITIL) is a description of a set of standard IT terminology (e.g., a high-level definition of a change request), developed in the 1980s by the United Kingdom Central Computing and Telecommunication Agency to address the issues of IT service support and delivery faced by IT infrastructure organizations. ITIL standards were designed to establish guidelines and a common language for operational processes such as change management and problem resolution, service delivery, and resolution of customer inquiries.

Latest Research

  • For Infrastructure & Operations Professionals

    REPORT: Change Management: Let's Get Back To Basics

    Continuous Improvement: The Continuous Deployment Playbook

    October 18, 2018 Charles Betz

    Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and DevOps. The change management process serves important purposes of auditability, communication, coordination, and risk management. Problems emerge from choices that organizations make in implementing change management, not from the process itself. This report helps I&O pros weave change management into the end-to-end digital value stream. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Infrastructure & Operations Professionals

    REPORT: The Changing Landscape Of IT Incident And Crisis Management

    Safety-Critical Practices And Collaborative Platforms Are The New Normal

    February 16, 2018 Charles Betz

    Digital services are ever more critical to human well-being. Customers, as well as other stakeholders, are increasing the pressure on providers to respond quickly and effectively to operational disruptions. Digital transformation means that computer failures can threaten life and safety, as the WannaCry ransomware's impact on the UK's National Health Service (NHS) demonstrated. Infrastructure and operations (I&O) professionals have much to learn from large web-scale properties' adoption of practices from safety-critical domains like fire and police services and their use of chat platforms to supplement traditional ticketed workflows.

  • For Infrastructure & Operations Professionals

    REPORT: Cloud, DevOps, And Digital Will Overtake The CMDB, But Not Its Reasons For Existence

    Planning, Reporting, Accounting, And Coordinating Require An Information Strategy

    December 5, 2017 Charles Betz, Chris Gardner

    Digital transformation, the cloud, and DevOps have many organizations questioning the future of capabilities such as asset and configuration management. But fundamental objectives — planning, accounting, reporting, and coordinating — don't go away just because of shifts in technology. This report provides thorough guidance on configuration management in light of infrastructure and operations' (I&O) digital transformation from the services perspective, using Forrester's new configuration management domain model.

  • For Infrastructure & Operations Professionals

    REPORT: Comprehensive Services Integration Needs More Than Just Conventional SIAM

    Cloud-Based Service Delivery Demands A Broader Approach

    June 6, 2017 Bill Martorelli, Robert Stroud

    Service integration and management (SIAM) emerged from its roots in the ITIL community as an adjunct to large-scale infrastructure outsourcing. While SIAM is an adequate — if cumbersome — approach to integration for ITIL-based "towers," it fails to support emerging cloud solutions. To fulfil their ambitions as service integrators and brokers, infrastructure and operations (I&O) technology managers must look beyond SIAM while accepting that the prospect of a converged tool set that encompasses both SIAM and cloud is still some way off.

  • For Infrastructure & Operations Professionals

    REPORT: I&O Leaders Must Reshape ITIL To Support Customer Obsession

    Don't Wait; Rethink Your ITIL Journey Now

    April 19, 2016Eveline Oehrlich, Robert Stroud

    Many infrastructure and operations (I&O) leaders have modeled their support organizations on ITIL frameworks and processes. ITIL has been very helpful in establishing compliance and control but has proven brittle in adapting to the age of the customer, which demands a new culture of speed, collaboration, and customer focus. This report shows I&O leaders how to use their investments in ITIL training and organizational structure to meet today's challenge: reconfiguring their people, processes, and technologies to win, serve, and retain customers.

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