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ITIL Foundation Essentials: The exam facts you need by Claire Agutter

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CHAPTER 1: INTRODUCING ITIL

ITIL is:

  • Best practice for IT service management
  • Developed by the UK government
  • Globally adopted in the public and private sectors
  • Not prescriptive
  • A framework that organisations adopt and adapt.

Best practice is “proven activities or processes that have been successfully used in multiple organisations”. Best practice available in the public domain supports organisational improvement. Sources include public frameworks (ITIL) and standards like ISO/IEC 20000.

ITIL is successful because it’s:

  • Vendor neutral
  • Non-prescriptive
  • Best practice.

ITIL is preferable to proprietary information held within organisations, which may not be documented, challenged or improved.

Figure 1 shows the many sources of service management ...

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