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ITIL Tutorial

Welcome to ITIL  Tutorials. The objective of these tutorials is to provide in depth understand of ITIL.

In addition to free HTML Tutorials, we will cover common interview questions, issues and how to’s of ITIL.


ITIL is a public framework that describes best practice in IT service management. It provides a framework for the governance of IT, and the management and control of IT services. It focuses on the continual measurement and improvement of the quality of IT service delivered, from both a business and a customer perspective. This focus is a major factor in ITIL’s worldwide success and has contributed to its prolific usage and to the key benefits obtained by those organizations deploying the techniques and processes throughout their organizations. Some of these benefits include:

Increased user and customer satisfaction with IT services

Improved service availability, directly leading to increased business profits and revenue

Financial savings from reduced rework or lost time and from improved resource management and usage

Improved time to market for new products and services

Improved decision-making and reduced risk.

There are both generic roles and specific roles involved within any lifecycle stage or process. Key generic roles are described below, while key specific roles are covered in the relevant lifecycle chapters of the core ITIL publications and identified in this pocket guide. Generic roles are thus:

  • Process owner Accountable for ensuring that a process is fit for purpose, i.e. that it is capable of meeting its objectives; that it is performed according to the agreed and documented standard; and that it meets the aims of the process definition
  • Process manager Accountable for operational management of a process. There may be several process managers for one process and the process manager role is often assigned to the same person carrying out the process owner role
  • Process practitioner Responsible for carrying out one or more process activities. The process practitioner role may be combined with the process manager role, if appropriate
  • Service owner Responsible to the customer for the initiation, transition, and ongoing maintenance and support of a particular service; and accountable to the IT director or service management director for the delivery of a specific IT service. Service ownership is critical to service management and a single person may fulfil the service owner role for more than one service.
Interested in mastering Information Technology Infrastructure Library? Learn more about ITIL Tutorial in this blog post.

The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an information technology organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure.
The operational procedures and practices are supplier independent and apply to all aspects within the IT Infrastructure.


ITIL is a Service Management Process developed by the Office of Government Commence (OGC) from best practices in IT Service management.

The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT Service Management.
ITIL consists of:

-ITIL Service Strategy

-ITIL Service Design

-ITIL Service Transition

-ITIL Service Operation

-ITIL Continual Service Improvement

 Benefits of ITIL

-Provides a single, definable, repeatable, and scalable documented framework for IT best practices across the organization.

-Clearly identifies roles and responsibilities for IT service management.

-Supports reducing IT costs and justifying the cost of IT quality.

-Supports ability of IT to measure and improve internal performance and service provisioning.

-Defines IT in terms of services rather than systems.

-Supports improvement of user productivity.

-Improves communication and information flows between IT and organization business departments.

-Provides a framework for IT to support regulatory challenges.

-Improves ability of IT to adjust as business opportunities and challenges are presented.


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