ITIL has been the leading guidance for IT service management over the past three decades. Millions of practitioners worldwide have applied its guidance in their daily jobs, providing a structured approach to one of the most important support domains for modern business: the provision of information technology services for the improvement of business results.

In the modern digital business, the role of information technology (IT) has further increased and it has merged with many other domains. This emphasizes the role of IT even more. And with the acceleration of business change, IT itself needs to change even faster to support the business that it has merged with. This means that the IT service provider will have to apply Agile ways of delivering its contribution to the co-creation of value. In other words: it was time for a new edition of ITIL guidance.

In the first version of ITIL, from the end of the 1980’s up to the turn of the century, the guidance was based on a long list of best practices that were documented in dozens of small books. Although the exact number of books is under some debate, the total library counted some 50 titles. This guidance largely focused on the support of technology.

In 2000-2001 the ITIL guidance was updated and documented in a set of two core books: ITIL Service Support and ITIL Service Delivery. In the following years, additional guidance was published, but

Скачать книгу