§ ITIL is the collection of best practices of IT service management
§ It can be implemented to any IT orgnization
§ ITIL focus on management of IT services
§ In IT lifecycle, 70-80 % of time & cost is spent on operational phase
§ ITIL does not dictate to any orgnization , what you “should” do
§ It provides series of options & deciplines which can be implemented by each organization as per their needs & requirments
§ITIL does not required completely new ways of thinking & acting – It provides structured context for existing methods & activities to increase quality of services
§ Service Delivery – Setting up agreements & monitoring targets
§ Service Support – Delivers services as per specifed in agreements
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