Introduction to ITIL
In 2004, the OGC began the second major refresh initiative of ITIL, in recognition of the massive advancements in technology and emerging challenges for IT service proviers. New technology architectures, virtualization and outsourcing became a mainstay of IT and the processbased approach of ITIL needed to be recamped to address service management challenges
After twenty years ITIL remains the most recognized framework for ITSM in the world. While it has eveloved and changed its breadth and depth, it preserves the fundamental concepts of leading practice.
ITIL is intentionally composed of a common sense approach to service management - do what works. And what works is adapting a common framework of practices that unite all areas of IT service provision toward a single aim - delivering value to the the business.
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