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

    Continuous Improvement: The Continuous Deployment Playbook

    May 25, 2017 Charles 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 change management process serves important purposes of auditability, communication, coordination, and risk management. Problems emerge from choices made 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.

  • 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, 2016 Eveline 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.

  • 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 that ensure a perfect customer experience. I&O pros should use a service management taxonomy as a common reference model to select the right products to support their business services and achieve operational excellence.

  • 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) professionals. Forrester's third annual survey of SMA professionals, done in conjunction with the USA chapter of the IT Service Management Forum (itSMF), shows that since 2011, areas like process maturity, service catalog development, DevOps, and strategic thinking have improved, but not by much and not enough to keep up. Demand from the business is growing exponentially, while technology management's ability to support it is progressing linearly, and though service management is an integral part of IT, it is not immune to obsolescence. SMA professionals should use this benchmarks report to understand their service management program's status, strengths, and weaknesses and where they should focus future attention and investments to transform this borderline stasis into substantial progress.

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