ITIL - IT Infrastructure Library (Revisited)

Wednesday 10 December 2008, 18:30

John Ingham


Jon began by defining ITIL as a framework to build best practice for delivering services and support, which is not prescriptive. It consists of a set of processes and disciplines which can be used separately or together.

Differences between versions
In ITIL version 2 the core process (CMDB) wasn’t widely adopted and there wasn’t information on how to work the processes together. This contrasts with version 3 where you don’t just learn the processes but also how they fit into the whole service lifecycle and the texts gives examples & diagrams to help with the implementation. Version 3 is represented by a circular diagram with arrows to indicate continual service improvement.

An organisation can choose to use either v2 or v3 so long as its service is satisfying its customers and it is continually improving. Look for opportunities when implementing ITIL e.g. where the customer was promised bells and whistles but got a dull squeak! The changes need to be managed and make sure that the process is an enabler that helps people do their job.


  • v3 has full service lifecycle
  • No need to stop doing v2
  • Run implementation as a full project
  • Identify champions
  • Look for quick wins to keep people on track
  • Don’t talk ITIL all the time – that’s a turn off
  • Can lead to distinct service improvements

There then followed a series of questions and observations from the floor and a general discussion ensued.