The ITIL recommendations were developed in the 1980s by the UK Government's CCTA in response to the growing dependence on IT and a recognition that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices and duplicating effort within their Information and Communications Technology (ICT) projects resulting in common mistakes and increased costs. IT infrastructure changes can impact the manner in which business is conducted or the continuity of business operations. ITIL is published in a series of books, each of which cover an IT management topic.
A Survey called "The ITIL Experience - Has It Been Worth It", author Bruton Consultancy 2004, was published by Helpdesk Institute Europe, The Helpdesk and IT Support Show and Hornbill Software. "ICT" is an acronym for "Information and Communication Technology". ITIL Version 3 The most current revision of PRINCE2 was released in 2005 by the Office of Government Commerce, and it is currently undergoing a refresh for 2008-9.
This chain of processes is tracked using the Configuration Management Database (CMDB), which records each process, and creates output documents for traceability (Quality Management). It doesn't describe the complete range of processes needed to be world class.
Reliability: how reliable is the service?
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