ITIL: worth paying extra for?

Publication Date	June 2009
Publisher	Ovum
Product Type	Report
Pages	19
ISBN Number	not applicable
Product Code	OVM00881

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Summary

ITIL (Information Technology Infrastructure Library) is a set of best practices and policies for managing IT infrastructure, operations and development. The framework provides a common language of process improvement, reduces costs long term and improves

Content

Executive summary
The Ovum view
Recommendations
Don't expect rapid ROI
Secure C-level buy-in
Anticipate resistance
Target training
Prepare to customise
Benchmark and track metrics
Consider ISO 20000
Scope
Evaluating the value of ITIL
ITIL
The framework
Service Transition
Service Operation
How processes connect
Certification
Foundation level
Intermediate level
Expert level
Master level
Instruction accreditation
V2 versus V3
Repurposing: hype or improvement?
The case for ITIL
Standardises the language of process improvement
Standardises the tools of process improvement
Reduces long-term cost
Improves quality and attenuates operational risk
Flexible and adaptable
Stable
Critical mass
The case against ITIL
Does not answer ???how' questions
Slow ROI
Requires significant senior-level buy-in
Organisational resistance
Needs to be customised
The danger of misdirected training
No feedback mechanism
Does not certify organisations
Peering into the crystal ball
ITIL certification for organisations
List of Tables
- Table 1: ITIL volumes by process/functional area
List of Figures
- Figure 1: Transition processes map
- Figure 2: Service validation and testing model