Help Desk Resources & Links - this is an evolving repository

We want to continuously build on this resource, and you can help - please feel free to send us info on any link or document which you feel has a place here. Thank you.

ITSM - IT Service Management

What is ITSM all about?

ITSM is a sub-set of the ITIL system
The IT Infrastructure Library, ITIL (®), is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM). This framework defines how Service Management is applied within specific organisations. Being a framework, it is completely customisable for application within any type of business or organisation that has a reliance on IT infrastructure.

The ITIL (IT Infrastructure Library) consists of 7 sets: Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Applications Management; Security Management; The Business Perspective. Although the UK Government created the ITIL, it has rapidly been adopted across the world as the standard for best practice in the provision of IT Service. The main focus of IT Service Management (ITSM) itself is generally divided into two main areas, Service Support and Service Delivery. Together, these comprise the disciplines that embrace provision and management of effective IT services

ITIL (IT Infrastructure Library) is the most widely accepted approach to IT Service Management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualification scheme, accredited training organisations, and implementation and assessment tools. The best-practice processes promoted in ITIL both support and are supported by the British Standards Institution’s Standard for IT Service Management (BS15000).

ITIL is the only consistent and comprehensive documentation of best practice for IT Service Management. Used by many hundreds of organisations around the world, a whole ITIL philosophy has grown up around the guidance contained within the ITIL books.

ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

The ethos behind the development of ITIL is the recognition that organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs, this leads to an increased requirement for high quality IT services.

ITIL provides the foundation for quality IT Service Management. The widespread adoption of the ITIL guidance has encouraged organisations worldwide, both commercial and non-proprietary, to develop supporting products as part of a shared 'ITIL Philosophy'.

OGC worked closely with BSI and itSMF in rewriting the ITIL books in order that the BSI Management Overview (PD0005), BS15000-1 (Specification for service management), BS15000-2 (Code of practice for service management) and the ITIL series form part of the same logical structure. The BSI Management Overview serves as a management introduction to the detailed guidance in ITIL, and correspondingly, the individual ITIL books offer expanded information and guidance on the subjects addressed in within BS15000. For more information about British Standards, visit the BSI website.

There is a wide range of products and services available. Non-proprietary elements include the ITIL Publications, Qualifications and the itSMF. Elements provided by commercial companies include consultancy, software tools and training.

NEW!Download this whitepaper by Charles T. Betz "[ITSM-L] A data architecture for IT Service Management"