Forrester : ITIL

ITIL

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.

Research

For all Roles

For Infrastructure & Operations Professionals
Report: Comprehensive Services Integration Needs More Than Just Conventional SIAM
June 6, 2017Bill 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 — approa...
For Infrastructure & Operations Professionals
Report: Change Management: Let's Get Back To Basics
May 25, 2017Charles Betz
Infrastructure and operations (I&O) professionals are questioning the relationship between traditional change management and new practices such as Agile and development/operations (DevOps). The ...
For Infrastructure & Operations Professionals
Report: I&O Leaders Must Reshape ITIL To Support Customer Obsession
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 ...
For Infrastructure & Operations Professionals
Report: The Future Of Service Delivery Requires A New Management Taxonomy
December 10, 2015Jean-Pierre Garbani
Management software vendors tend to provide products that only resolve targeted parts of business service management. Efficient technology management organizations look for complete solutions th...
For Infrastructure & Operations Professionals
Report: The State And Direction Of Service Management: Progression, Deceleration, Or Stagnation?
March 17, 2014Courtney Bartlett
"How do we stack up against our peers?" is perhaps the most common question asked of Forrester, and never has this information been more important for service management and automation (SMA) pro...