ITIL® Documentation

ITIL Key Points

ITIL has been developed with companies who depend more and more on their IT service to reach their goals and satisfy their needs. This leads to the need of improving the quality of the provided IT services as well as their capacity to evolve.

ITIL references recommend a reiterative improvement approach of the procedures making up the IT services. This approach is based on:

Defining the procedures and their interactions
Improving the communication on the operational, tactic and strategic levels between the IS and the company
The central role of "service desk", sole contact between the IS and the users
The exact control of obtained results (management reports, KPIs, SLA fulfillment)
Defining roles and responsibilities

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Fig. 2 Internal IS communication

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General Presentation of ITIL in English (Microsoft PowerPoint file, 1200 Ko):

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