Practical IT Service Management, 2nd Edition

CHAPTER 2: OVERVIEW OF ITIL 2011

‘Call them rules or call them limits, good ones, I believe, have this in common: They serve reasonable purposes; they are practical and within a child’s capability; they are consistent; and they are an expression of loving concern.’

Fred Rogers

This chapter provides an overview of ITIL 2011, which is the latest update released. Earlier versions will also be explained briefly, but elaborate comparisons will not be made between them, to avoid confusion. As mentioned earlier, ITIL is under copyright. No exact material, diagrams or contents from the official ITIL books are reproduced in this book, however, the exact ITIL definitions from the official ITIL glossary are mentioned in some chapters, just to elaborate ...