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The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of premiere practices for delivering IT functions. ITIL has gone through a number of revisions in its background and currently contains 5 books, each masking a variety of strategies and tiers of the IT carrier lifecycle. ITIL’s systematic strategy to IT carrier management can attend corporations manage chance, fortify customer family members, set up not pricey practices, and construct a dependable IT atmosphere that enables for boom, scale and alter.
Developed by the British executive's significant laptop and Telecommunications agency (CCTA) every bit of through the 1980s, the ITIL first consisted of more than 30 books, developed and released over time, that codified most profitable practices in tips expertise accumulated from many sources (including vendors' most excellent practices) worldwide. IBM, as an instance, says that its four-quantity sequence on systems-management concepts, A management paraphernalia for assistance systems, regular as the Yellow Books, supplied vital input into the balanced ITIL books.
In April 2001, CCTA, along with several different agencies, hold been rolled into the workplace of govt Commerce (OGC), which is now everyday because the cupboard office. The OGC adopted the project as section of its mission to drudgery with the U.ok. public sector as a leavening to obtain effectivity, cost for money in commercial activities, and better success within the birth of classes and projects.
The aim wasn't to create a proprietary product that may breathe commercialized; somewhat, it changed into to gather optimal practices that might aid with what the executive recognized was an increasing dependence inside the govt on IT mixed with a painful want of typical techniques that had been expanding prices and permitting mistakes to perpetuate. It directly grew to breathe manifest that distributing these most confiscate practices would profit both public and personal-sector businesses.
over the years, ITIL's credibility and utility became identified, and in 2005 its practices contributed to and aligned with the ISO/IEC 20000 service management regular, the first overseas medium for IT provider administration; it is in accordance with British typical BS15000.
on account that 2013, ITIL is owned by using Axelos — a joint venture between the cupboard office and Capita. Axelos offers companies the license to fabricate exhaust of the ITIL framework, whereas managing updates and technique changes. although, to exhaust ITIL internally, organizations finish not need a license. ITIL v3 was released in 2011, beneath the cupboard workplace, bringing updates to the 2007 version posted beneath OGC.
In 2018, Axelos announced ITIL four – a major overhaul to the complete framework and the greatest exchange since ITIL v3 turned into posted in 2007. ITIL four, which every bit of started rolling out in Q1 of 2019, offers a greater agile, supple and customizable version of ITIL that is up-to-date for modern companies. The latest edition encourages less siloes, extra collaboration, communication throughout the complete enterprise and integrating agile and DevOps into ITSM techniques.What's within the ITIL?
The ITIL has undergone a few revisions in its background. The balanced 30 books of the ITIL hold been first condensed in 2000 (when ITIL V2 was launched) to seven books, each and every wrapped round an aspect of IT management. Later, the ITIL Refresh challenge in 2007 consolidated the ITIL to five volumes including 26 manner and capabilities – here's stated because the ITIL 2007 edition. In 2011, yet another supersede — dubbed ITIL 2011 — changed into posted under the cupboard workplace. The five volumes remained, and ITIL 2007 and ITIL 2011 remained equivalent.
ITIL four, which was launched in 2019, keeps the same center of attention on automating strategies, improving carrier management and integrating the IT branch into the enterprise. besides the fact that children, it moreover updates the framework to accommodate and answer to concurrent technology, paraphernalia and utility. given that ITIL’s remaining replace, the IT department has grown to become requisite to every industry and the new framework comprises this by pass of being more agile, bendy and collaborative.
ITIL 4 consists of nine guiding concepts that had been adopted from essentially the most fresh ITIL Practitioner examination, which covers organizational trade management, conversation and size and metrics. These concepts include:
The most up-to-date version of ITIL makes a speciality of enterprise subculture and integrating IT into the criterion enterprise structure. It encourages collaboration between IT and other departments, particularly as different industry units more and more depend on technology to collect drudgery done. ITIL 4 additionally emphasizes client remarks, because it’s less complicated than ever for groups to recollect their public perception, customer satisfaction and dissatisfaction.
For more information on the merits of the latest edition of ITIL, perceive “ITIL four: ITSM gets agile.”How finish I plot ITIL into observe?
ITIL is a set of e-books, however in basic terms going on a reading spree may not multiply your IT operations. First, you hold to wrap your brain across the concepts and then collect team of workers buy-in. Getting some IT personnel to undertake new processes may moreover breathe relish herding cats, however there are tools that may aid.
together with the ITIL comes an entire suite of consulting, training and certification services. From the early Nineties, certifications had been administered by using two unbiased bodies: EXIN and ISEB, depending on your location. the two bodies shaped an alliance on the halt of 2006 to extra IT carrier administration.
given that 2014, Axelos is the proprietor of the ITIL personnel certification and tests are administered by means of accredited practising agencies (ATOs). Accreditations are administered through Strategic Examination Institutes (EIs). EIs need to breathe accredited at once by using Axelos with the intention to proffer accreditation to ATOs.
before enforcing ITIL at your organizations, there are a pair of questions recollect to answer, corresponding to what complications your corporation is attempting to solve and what's your route to ceaseless provider growth.
For a deeper resolve inserting ITIL into apply, perceive "7 inquiries to anticipate earlier than implementing ITIL" and "a pass to collect begun with ITIL."what is ITIL certification and is it price it?
The ITIL v3 certification scheme up to now consisted of 5 ranges: groundwork, Practitioner, Intermediate, skilled and master. every flush required a higher depth of lore and figuring out of ITIL. The certification scheme below ITIL 4 has been streamlined to consist of the ITIL foundation and the ITIL grasp tests. The ITIL groundwork examination has two paths, ITIL Managing expert (MP) or ITIL Strategic leader (SL), which each and every hold their personal modules and exams.
The ITIL Managing knowledgeable (MP) examination is designed for IT practitioners who are concerned with expertise and digital teams during the organization, no longer simply in the IT department. This route will train authorities every thing they deserve to learn about operating a success IT initiatives, groups and workflows.
Modules consist of:
The ITIL Strategic chief (SL) examination is designed for people that cope with “all digitally enabled capabilities,” and never just those who plunge below IT operations. This path makes a speciality of how expertise directs industry approach and the pass IT plays into that.
both paths can occasions the ITIL master exam, which is the highest stage of certification which you could achieve with ITIL four.
For those already within the center of working against a ITIL v3 certifications, credit will switch over to the brand new certifications. Axelos recommends that every bit of ITIL certification candidates proceed the route against ITIL grasp.
For in-depth evaluation of ITIL certification, perceive "What ITIL certifications imply to your IT management practices."How can ITIL improve my enterprise's industry performance?
A neatly-run IT company that manages risk and maintains the infrastructure humming no longer only saves money, but it additionally allows for the enterprise people to finish their jobs greater simply. for instance, brokerage enterprise Pershing reduced its incident response time by using 50 % in the first 12 months after restructuring its service desk based on ITIL instructions, enabling clients with issues to collect lower back to drudgery a lot greater quickly.
ITIL offers a scientific and knowledgeable routine to the administration of IT carrier provision, and presents here advantages:
in line with Axelos, ITIL can additionally aid businesses enhance functions by pass of:
For a deeper watch at a pass to collect probably the most from ITIL, perceive "5 steps to a success ITIL adoption."what is going to ITIL can charge?
Getting begun comprises the purchase of the ITIL both as hardcopy, PDF, ePub or through an online subscription at once from Axelos. Then there may breathe the imbue of coaching, which fluctuates each and every year. The path resulting in the prefatory foundation certificate typically runs for 2 days, and lessons resulting in greater certifications may moreover breathe a week or extra.
Add to that the inevitable can imbue of re-engineering some methods to conform to ITIL instructions, and adjustment of aid desk or other utility to capture the assistance you want for tracking and producing metrics.
there is, by the way, no such aspect as "ITIL-compliant" utility; the ITIL is a framework, now not a typical. Some attend desk and administration utility has been engineered with ITIL practices in intellect, besides the fact that children, and so will lend themselves greater to groups working within the framework.
Examples of utility and functions designed with ITIL and ITSM in humor consist of:
ITIL isn't a "undertaking"; or not it's an ongoing taste to enhance IT provider management. best practices must breathe baked into everything, and that they should evolve because the industry evolves. With IT carcass of workers buy-in, changes can launch once personnel are trained, and a few outcomes may soundless breathe manifest within weeks or months. system alterations finish acquire time, despite the fact, as entrenched risky practices are rooted out and modified (and, potentially, workforce adjustments turn up), however many companies hold suggested stupendous rate reductions after their first yr.
To collect a better understanding of what it will acquire to undertake and implement ITIL, which you could flick through case reviews on the Axelos website. fresh case reports consist of agencies relish Sony and Disney — two groups with massive IT operations to control.What reductions can i predict?
companies and public sector companies that hold efficiently applied ITIL most fulfilling practices report huge reductions.
as an example, in its benefits of ITIL paper, purple Elephant reports that Procter and Gamble saved about $500 million over 4 years with the aid of reducing attend desk calls and enhancing working strategies. Nationwide assurance accomplished a forty percent discount in paraphernalia outages and estimates a $4.3 million ROI over three years, and Capital One reduced its "enterprise critical" incidents by pass of ninety two % over two years. After three years of ITIL implementation, wooded region items company MeadWestvaco claimed to hold eradicated more than $a hundred,000 annually in IT maintenance contracts and recognized a ten p.c benefit in operational steadiness thanks to ITIL.
with out buy-in and cooperation from IT workforce, however, any implementation is confident to fail. Bringing ultimate practices into a hard is as a noteworthy deal a PR job as it is a technical exercise.
different criticisms encompass the incontrovertible fact that it’s inconceivable to devise for every failure, taste or incident so it’s not an accurate science. really, you received’t understand the exact ROI on ITIL except you implement it within your organization and exhaust it readily. sooner or later, given that ITIL is a framework, it may simplest breathe as successful as company buy-in makes it viable for. Embracing certifications, training and investing within the shift will attend boost the probabilities of success and discounts.
Copyright © 2019 IDG Communications, Inc.
in case you've performed your analysis into current IT certifications, you're going to perceive that counsel expertise Infrastructure Library, or ITIL, is near the privilege of many lists. ITIL methods are designed to assist groups identify areas where they want improvement, providing seller-impartial instructions on where to fabricate specific adjustments to reduce expenses and raise productiveness.
as an instance, you may additionally exhaust ITIL practices to reduce helpdesk traffic by pass of imposing self-aid sections on your business's web page otherwise you might moreover exhaust ITIL guidelines to gain to a determination even if anything is finished in-condominium or via a 3rd-birthday party.
take into account: ITIL isn't a appliance however a bit a group of premier practices referring to IT service and lifecycle administration.
The historical past of ITIL
before they delve into whether you should definitely implement ITIL methodologies, let's step returned and view its roots.
within the 1980s, the U.ok.'s executive's censorious Communications and Telecommunications agency (CCTA) formulated a collection of thoughts that became designed to deliver a "purposeful, no-nonsense framework for opting for, planning, delivering and supporting IT services to the business."
ITIL every bit of started as a library inclusive of books that discussed specific IT carrier management top-rated practices, based on strategies from the CCTA.
After its prefatory ebook version 1 of ITIL consisted of greater than 30 volumes from 1986 to 1996. In 2000/2001, ITIL edition 2 become consolidated into eight units of books that grouped related procedure guidelines for the a variety of points of IT, namely capabilities, functions and management. In April of 2001, the CCTA become merged into the workplace of executive Commerce (OGC).
The OGC announced ITIL version 3--now Popular because the ITIL 2007 edition--in can moreover of 2007. It consisted of 26 procedures and functions and contained in five core publications:
continual service growth
In July of 2011, ITIL turned into updated once more. This supersede supplied extra information with the definition of formal tactics that hold been no longer up to now neatly-described, and corrected numerous errors and inconsistencies that had crept in over the years.
At this element, the OGC turned into now not listed as the proprietor of ITIL, and it become consolidated into the cupboard office. The 2011 version of ITIL is owned with the aid of the HM govt. As of January 31, 2012, ITIL certification exams hold concentrated on the ITIL 2011 syllabus (the core concepts of ITIL practices for service management), in plot of that of the ITIL 2007 edition.
The ITIL Qualification Scheme and credit score system
The ITIL Qualification Scheme makes exhaust of a modular credit paraphernalia called the ITIL credit score device. every bit of ITIL and ITIL-related skills in the ITIL credit score system are assigned a specific credit value. As those credit are utilized, the applicant qualifies to check for a much better degree of certification. There are 5 degrees of skills within the ITIL Qualification Scheme that embrace privilege here:
ITIL foundation, which scores candidates with 2 credits, includes forty assorted-alternative questions. No prerequisites are required to acquire this examination. It deals with key facets, concepts and terminology linked to ITIL service lifecycle management.
ITIL Intermediate stage, which ratings the candidate with 15 or sixteen credit, is open to candidates who've already passed the ITIL foundation examination and hold completed an accredited practising path. The intermediate degree contains two features: service Lifecycle examinations: carrier strategy, service Design, provider Transition, carrier Operation, and ceaseless provider growth in addition to service capability examinations: Planning coverage and Optimization, free up manage and Validation, Operational back and evaluation, and repair choices and Agreements.
ITIL Managing throughout the Lifecycle (MALC), which ratings the candidate with 5 credits, requires the candidate to hold handed the ITIL foundation examination, along with an extra 15 credits from passing ITIL Intermediate checks, giving them no less than 17 credits as a pass to acquire this examination. here's moreover the gateway exam to achieve ITIL skilled degree.
ITIL skilled degree requires the candidate to hold accrued 22 credits which hold been received through passing the ITIL basis, Intermediate flush and MALC checks.
ITIL grasp Qualification requires the candidate to already breathe ITIL professional-degree qualified. To achieve the ITIL grasp Qualification, candidates must "explain and warrant how they chosen and individually applied various expertise, principles, methods and concepts from ITIL and helping management suggestions, to obtain preferred enterprise effects in one or extra practical assignments."
When a candidate completes a given flush of the ITIL examination, he or she is given the certification and the attributed credits. each stage of certification has its personal necessities, every bit of of which encompass earning a particular number of credit.
ITIL Complementary qualifications
fortunately, the ITIL credit score paraphernalia provides credit for different IT certifications (referred to as ITIL Complementary skills) the applicant has handed, including these:
issue Analyst, an APMG-overseas qualification teaches candidates a pass to prevent issues and incidents from going on. This qualification is price 1.5 credit.
Lean IT, an APMG-foreign qualification, teaches candidates how to create a worth-oriented, client-centric subculture, whereas putting off waste, inflexibility and variability. This qualification consists of 0.5 credit.
ISO/IEC 20000, an APMG-foreign certificate, allows for groups to display excellence and prove highest property succeed in IT administration. it is price 1.5 credit.
carrier Catalogue is an APMG-foreign certification for those that hold already got an ITIL basis certificates. It teaches applicants a pass to handle demand, publish and track carrier pricing and value in addition to automate service request administration and success. This qualification is worth 1.5 credit.
IT carrier management groundwork is an EXIN and Tuev-Sued IT service management groundwork in accordance with ISO/IEC 20000. It focuses on the core ideas, practices and tactics of a property routine to IT provider management and is value 1 credit score.
licensed procedure Design Engineer (CPDE), an LCS certification, focuses on the evaluation, design, implementation, integration and administration of IT carrier management procedures. This qualification is price 1.5 credit.
BCS specialist skills in IT service management covers a broad purview of trade practices including ITIL, COBIT, ISO/IEC 20000 and SFIA/SFIA. Six BCS-ISEB expert qualifications can breathe found: specialist certificate in provider Desk and Incident administration, professional certificate in trade administration, expert certificate in carrier degree management, professional certificates in enterprise Relationship administration, expert certificate in issue administration and professional certificate in enterprise administration. each and every certificate earns 1.5 credits.
Configuration administration Database - This APMG-foreign certification, teaches candidates a pass to identify, handle, file, audit and determine the service belongings and CIs of a CMDB, and incorporates 1.5 credit.
exchange Analyst is an additional APMG-overseas qualification that teaches candidates the pass to examine, commission and exploit changes within an IT carrier environment. This qualification earns 1.5 credit.
Sourcing Governance foundation (SGF), an APMG-overseas qualification, teaches the main ideas of Outsourcing and Sourcing Governance and the pass to observe them. This qualification is value 1 credit.
BiSL, an APMG-foreign qualification, makes candidates common with a framework that became created to establish a company guidance management area. It additionally teaches a pass to actively control, preserve and assist the functionality of counsel programs. This qualification is worth 0.5 credit.
ASL2, an APMG-international qualification, focuses on the ultimate practices for designing and carrying out helpful application management, including the administration, protection and upgrading of applications. This qualification is price 1 credit.
word: A optimum of six credits from ITIL Complementary qualifications will moreover breathe utilized towards the ITIL knowledgeable certification.
The legitimate web page of ITIL facets a appliance known as the ITIL credit score Profiler, which helps competencies candidates verify the total credit price they've attained, and offers them with customary guidance on additional certificates they can moreover want to acquire, in accordance with their selected profession goals.
ITIL Certification management Board
ITIL checks are provided at three ranges: foundation, Practitioner and manager. The certifications themselves are managed via the ITIL Certification management Board, or ICMB. initially, the ICMB included representatives from quite a few international companies, including the U.k. OGC, APMG, the Stationery workplace (TSO), ITIL Examination Panel and Examination Institutes (EIs).
In 2006, despite the fact, the OGC, which owned the ITIL trademark, turned over the management of the ITIL trademark and the accreditation of examination providers to the APM community. The APMG then gotten smaller with EXIN, BCS/ISEB, Loyalist Certification services, PeopleCert community and different certification their bodies, accrediting them as the official examination bodies.
These undoubted agencies at the instant are able to accredit professional ITIL training providers and proffer ITIL checks. here is a list of approved ITIL practising partners as supplied by the respectable ITIL website.
every accredited certification organization uses the identical questions, from the same query bank that changed into developed by the APMG. only authorized practising organizations are allowed to promote, market and/or bring ITIL certification classes to candidates.
accredited practising businesses and Examination Institutes
There are a few accredited working towards groups (ATOs)--those that had been wholly accepted via an authorised Examination Institute)-- that deliver ITIL certification courses, both on-line and in person. A plenary listing of ATOs is equipped here.
additionally, there are many examination institutes (EI) that are authorised by using APMG. These examination institutes are allowed to provide an ITIL examination scheme via selected accredited working towards organizations, and permitted trainers with accepted substances. a list of legit Examination Institutes (EI) is moreover provided by means of the dependable ITIL site.
check Your ITIL lore on sample checks
in advance of taking any of the ITIL checks, you'll want to breathe capable of circulate any of the pattern ITIL exams that can breathe create online. additionally, that you could down load a sample ITIL examination from the legitimate ITIM website in PDF form.
a list of online ITIL sample tests can moreover breathe discovered here.
additionally, Android OS and iOS hold apps are available:
read greater about careers in CIO's Careers Drilldown.be a section of the publication!
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...ILX receives accolade within the under forty,000 Euros category from the primary European finest learning game competition...
Monday twenty sixth July 2010 - ILX group plc, the world software company supplying imaginitive most excellent apply practicing solutions, has been awarded third prize for the “superior professional online game with a budget below forty,000 Euros” class for its currently launched ILX PRINCE2® Snakes & Ladders App with the aid of the primary European optimal learning online game competition*. The winners of the EBLGC hold been announced in a ceremony held throughout the european conferences organised via the LUDUS* assignment in Ioannina, Greece on 7-9 July 2010.
Eddie Kilkelly, Chief working Officer, ILX neighborhood
The ILX PRINCE2® Snakes & Ladders App for the iPhone and iPod finger was launched in March 2010 with the simple goal to assist improve core facets of PRINCE2® foundation and plot together candidates forward of assessments. The game, which can breathe played in my view or linked via Bluetooth with as much as four people, goals to enhance key points of the PRINCE2® basis path by trying out the users with brought on questions inside a well-known gaming atmosphere.
The award option standards blanketed how the online game addressed a selected researching problem; its influence of topic matter on its box; excellence in video game and learning design, playability, and technical excellence.
Eddie Kilkelly, Chief working Officer on the ILX community, commented, “we're extremely joyful in receiving the award so quickly after launching it. Their crew of builders at ILX are at every bit of times striving to bring inventive ideas to their consumers and fascinating content to their beginners. in response to the customary snakes and ladders board video game, this video game is a tremendously engaging cell learning product and offers beginners with the probability to verify their PRINCE2 stage lore in a fun and animated environment.”
to date, ILX neighborhood has knowledgeable over 500,000 individuals in PRINCE2® across ninety seven countries. ILX has two extra Snakes & Ladders Apps ILX ITIL® groundwork and ILX MSP® basis for the iPad, iPhone and iPod contact which are available during the Apple App store at a retail expense of £four.ninety nine every.
NOTES TO EDITOR
*challenge LUDUS and the primary European top-rated getting to know game competition
the primary European best gaining lore of online game competition (EBLGC)* seeks to extend the understanding of developing and using serious game functions for studying and practising.
The competition has been organised in the context of job LUDUS (in Latin, “video game”) whose objective is the creation of a european network for the transfer of edge and dissemination of most efficient practices within the creative container of noteworthy games. The LUDUS job is co-funded by the perceive Programme (www.southeast-europe.internet).
For more assistance about the awards discuss with: http://www.serious-gaming.information/5_-SGEED-2010
About ILX community plc
ILX neighborhood plc (ILX), is a global software enterprise delivering imaginative highest property apply practicing solutions. It offers bendy and within your means working towards and consulting capabilities in programme and venture management, IT carrier administration and industry finance through a blend of balanced classroom, workshops, multi-media e-researching and cellular discovering systems.
The goal quoted industry can provide capabilities aligned to trade surest succeed of the office of government Commerce and the affiliation for mission administration, essentially in PRINCE2®, MSP® and ITIL®. every bit of of its training materials and high-quality systems are accepted by The APM community, ISEB, CMI, APM and EXIN as applicable.
ILX’s edge plunge into three markets:
best rehearse for Programme, undertaking and IT (ITIL) provider management, to embrace strategic programme and challenge administration consultancy solutions, teacher-led working towards, e-gaining lore of and new path building.
economic attention through both e-learning and instructor-led practising.
The building of bespoke working towards classes through e-gaining lore of and instructor-led working towards, for huge-scale IT migration and transformation projects.
centered in 1988, ILX has over 5,000 corporate consumers across ninety seven nations and embrace those in autochthonous and national executive, the generic public sector and industrial companies throughout every bit of sectors. The company has workplaces within the UK, middle East, Holland, Scandinavia, Australia and america. For additional guidance discuss with www.ilxgroup.com
PRINCE2® is a exchange brand of the office of government Commerce. MSP™ is a trade brand of the office of govt Commerce. ITIL® is a Registered change brand of the office of govt Commerce within the united kingdom and other nations.
Press contact: Lena@technologypr.euTechnology PRwww.technologypr.eu cell +forty four (0)7908 725212
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This app presents concepts, terms and definitions designed to aid communication in IT service management and related disciplines. It supports the terminology used in the various ITIL Foundation, ITIL Advanced, ITIL Master syllabi. This app completes words in ITIL 2011 glossary.
Sidebar(as a list) Feature- Tap a word: demonstrate description- Tap ABC indexes: Jump a section as you want.- Tap a magnifying glass icon: You can search a word.
Description Feature- demonstrate a description with a related word.- Pinch In/Out: Font size change- Long Tap: You can copy, search another dictionary and search internet.
The glossary has been arranged in a separate section of definitions ordered alphabetically. Some terms are preferred to other synonymous ones, in which case, the definition of the preferred term appears, with the synonymous ones referring to that. For illustration structural testing refers to white box testing. For synonyms, the “See” indicator is used. “See also” cross-references are moreover used. They assist the user to quickly navigate to the privilege index term.
ITIL® is a registered trade brand of AXELOS Limited. Used under permission of AXELOS Limited. every bit of rights reserved
ITIL is an invaluable resource for your company’s helpdesk or IT service desk operations. Regardless of the technology your industry has implemented or the platforms you’ve invested in, the ITIL library is a universal, tried-and-tested pass to align your IT Service Management (ITSM) strategy with your organizational goals, in exhaust around the world in corporations and institutions from Microsoft and IBM to Disney and NASA.
In general, helpdesk systems are either built to focus on ITIL or they avoid it entirely and opt for a different set of practices. Typically, ITIL helpdesk products are aimed at the IT service desks that back larger enterprises, while those that avoid the criterion mind to proffer more intuitive, if less feature-rich, user interfaces aimed at companies seeking to back customers rather than employees. In PCMag's review of helpdesk solutions, Vivantio Pro is their current Editors' selection winner among products that adhere to ITIL.
The ITIL set of IT best practices has been around since the 1980s, evolving along with modern industry needs to preserve the focus on one core concept: what’s best for the customer. ITIL is currently owned, licensed, and managed by AXELOS, a joint venture company created by the U.K. government in partnership with professional services hard Capita to oversee a number of formerly government-run best practices. PCMag spoke to Akshay Anand, ITSM Product development Manager at AXELOS, about what ITIL is, how it differs from ITSM, and how adopting the best practices can transform how your IT organization functions and how it provides service to customers.
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