ITIL is a framework for IT service management originally developed in 1989 by the UK government. It's versioned in four major versions. Individuals can pursue one of three levels of certification:
- IT Service Manager
The library is broken into two broad categories:
- Service support, focused on:
- Capturing changes
- Capturing incidents
- Change management
- Risk, priority
- Packaging, testing, releasing
- Change types:
- Standard: low risk, pre-approved.
- Normal: intermediate risk, neither urgent nor pre-approved.
- Emergency: urgent, may present significant risk unless promptly addressed.
- Service delivery, focused on:
- Service Level management
- Availability management
- Business continuity management
- Financial management
- Capacity management
Security management straddles both categories.
The CMDB stores inventory data on the state of deployed systems within the organisation.