IT Systems Management, Second Edition

Chapter 6. Comparison to ITIL Processes

Introduction

Part Two of this book presents 12 key infrastructure processes used in IT systems management. There is a separate chapter dedicated to each process. Each chapter contains a formal definition of the process, desirable traits for a process owner, steps on how to develop and implement the process, and worksheets to use in evaluating the quality of each process.

But in today’s environment, no discussion of IT infrastructure processes is complete without mention of the Information Technology Infrastructure Library (ITIL). The first edition of IT Systems Management offered practical, proven practices on how to improve infrastructure processes. It was based on my many years ...