IT Infrastructure Library

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The Information Technology Infrastructure Library ( ITIL ) is a collection of pre-defined processes , functions and roles , as typically in every IT infrastructure occur medium and large enterprises. On February 18, 2019, the first book of the ITIL 4 Edition was published with the book ITIL Foundation. In the previous ITIL version, the components and processes of the life cycle of IT services in IT service management (ITSM) were described in five core volumes with 26 core processes . A key requirement for the processes is measurability. The practical assignment of activities is based on roles and functions. These are best practice proposals that must be adapted to the needs of the company. ITIL has been a trademark of AXELOS , a joint venture between CAPITA (51%) and Cabinet Office (49%), since 2013 .

History and Development

ITIL was developed in the 1980s by the Central Computing and Telecommunications Agency (CCTA), until 2010 the Office of Government Commerce (OGC) and now the Cabinet Office , part of Her Majesty's Government (HMG), a government agency in Great Britain . Between 1989 and 1998 a total of 34 different documents were created, which were later referred to as Version 1. From 1999 to 2003 the consolidated publications of version 2 followed, which have a structure according to the tasks in the ITSM. Version 3 (originally called ITIL V3) was published on June 1, 2007, the structure of which is now based on the service life cycle. In 2005, with ISO / IEC 20000: 2005, an ITIL-oriented certification model for organizations was created and updated in 2011. On July 29, 2011, an update was published under the title ITIL 2011 Edition . The last update took place on February 18, 2019 with the ITIL 4 Edition.

ITIL 4 edition

The book ITIL Foundation of the ITIL 4 Edition brings some new ideas and develops existing content further. ITIL 4 names two key elements:

  1. ITIL Service Value System (SVS)
  2. Four dimensions model

ITIL Service Value System

The ITIL 4 Edition defines the Service Value System (SVS) as the first key element. ITIL names the following five core components of ITIL SVS:

ITIL service value chain

The service value chain describes an operational model with six activities:

  • Planning (plan) - The activity ensures comprehensive planning across the four-dimensional model, all products and services in the entire organization, which is derived from a common understanding of the vision, the current status and the suggestions for improvement.
  • Improvement (improve) - This activity ensures the continuous improvement of the products, services, practices across all value creation activities and the four-dimensional model.
  • Engagement - The activity ensures a complete view of all requirements with continuous transparency and constant commitment.
  • Design and transition - This activity ensures that the products and services consistently meet expectations in terms of quality, costs and market readiness.
  • Procurement / construction (obtain / build) - These activities ensure that all service components are available in accordance with the agreed specification.
  • Delivery and support - All services must be delivered and supported in accordance with the agreed specifications.

ITIL practices

The contents previously known as ITIL processes are now referred to as ITIL practices. They are divided into 14 general management practices, 17 service management practices and three technical management practices.

ITIL guiding principles

The following points, which are also named in other frameworks, standards or methods such as Lean , Agile , DevOps , COBIT , PRINCE2 and others, are referred to as ITIL guiding principles of ITIL 4 and service management in general .

  • Focus on value growth (Focus on value) - There must always be direct or indirect value growth.
  • Start with the current state (Start where you are) - The good skills must be retained and improved where necessary.
  • Iterative progress iteratively with feedback - improvements are to be designed and evaluated in small, frequent steps.
  • Recognizable collaboration and promotion (Collaborate and promote visibility) - There must be transparency in any collaboration with teams, requesters and partners.
  • Think and work holistically - responsibility is end-to-end - in service and in SVS.
  • Keep it simple and practical - It depends on the right scope of processes, tools and resources.
  • Optimize and automate - Manual work is prone to error. Human interactions should only be used where it makes sense and is necessary.

Governance

Governance as a system that controls the entire organization and sets a direction.

Continuous service improvement

There are three levels of continuous service improvement in ITIL-SVS:

  • The ITIL continual improvement model known from previous ITIL versions.
    • What is the vision?
    • Where are we today (Where are we now?)
    • Where do we want to be in the future? (Where do we want to be?)
    • How do we get there? (How do we get there?)
    • Get active (Take action)
    • We arrived? (Did we get there?)
    • How do we keep our momentum? (How do we keep the momentum going?)
  • The activity to improve the ITIL service value chain that was presented there.
  • The practice of continual improvement, which encompasses daily operational activities and is described in the other ITIL practices.

Four dimensional model

The second key element in the ITIL 4 Edition is the four dimension model. The four-dimensional model ensures a complete approach for service management. The four dimensions cite the previous 4 Ps of ITIL - people, products, partners, processes (people, products, partners, processes). Each component of the SVS has to consider the following dimensions:

Organizations and people

People are key and each person should have a clear understanding of their contribution to the SVS. The organization covers the formal structure, the corporate culture and a suitable level of capacities and competencies.

Information and technology

In this dimension, all information in the services and in the environment is considered including the knowledge to protect, control and archive them. Technology is a key driver of service management success. It can involve artificial intelligence , machine learning , the use of mobile platforms, cloud solutions, collaboration tools, automated testing and operation as well act like Continuous Integration (continuous integration) / Continuous deployment / Continuous Delivery .

Partners and suppliers

Every service provider uses other organizations to create their own value proposition. Your own strategy decision for the involvement of others is controlled by factors such as your own strategy focus, corporate culture, resource criticality, cost considerations, your own knowledge of the topic, external requirements and requirements.

Value streams and processes

The series of steps that create value as a product or service is seen as a value stream. The organization must have a definition of the value stream for every product and every service.

Processes with their activities generate a result from an operation. The processes underpin the value stream. The service provider is influenced by political, economic, social, technological, legal and ecological factors.

ITIL practices

The contents previously known as ITIL processes are now described as 34 practices. They are part of the ITIL-SVS. Each practice should be viewed in relation to the six activities in the ITIL service value chain.

General management practices

The 14 practices with no service management specifics are called general management practices.

  • Strategy management
  • Portfolio management
  • Architecture management
  • Service financial management
  • Personnel and skills management (workforce and talent management)
  • Continuous improvement - The operational, daily improvement process in line with the strategic momentum and the improvement of the service value chain.
  • Comparison measurements and reports (Measurement and reporting)
  • Risk management - The connection to ISO 31000 : 2018 Risk Management as a summary for an introduction.
  • Information security management
  • Knowledge management
  • Change Management (Organizational change management)
  • Project Management (Project management)
  • Relationship management
  • Supplier management (Supplier management)

Service management practices

The ITIL 4 Edition names 17 service management-specific practices:

  • Business analysis
  • Service catalog management
  • Service design
  • Service level management
  • Availability management
  • Management of capacities and performance (Capacity and performance management)
  • Service continuity management
  • Monitoring and event management
  • Service Desk (Service desk)
  • IT incident management ( Incident Management )
  • Service request management
  • Problem management
  • Release management - provides an illustration of version management in environments using the waterfall model and DevOps .
  • Change control - previously change management
  • Service validation and testing
  • Service configuration management
  • IT asset management

Technical management practices

The three technical management practices are:

  • Software distribution (deployment management) - In interaction with version management and change control, the system-related activities on IT systems and in cloud environments are described. The illustration also contains different procedures for software distribution.
  • Management of IT infrastructures and IT platforms (Infrastructure and platform management) - One focus in the description is dedicated to cloud computing.
  • Software development and management

ITIL Edition 2011 / Version 3

Book title of ITIL publications

Connections of various topics distributed among the individual publications

The ITIL is divided into several volumes according to the service life cycles. These are bundled as a complete work and published first with a version number and now (2011) with the year of issue. The currently valid version is the 2011 edition. While version 2 still consisted of seven core publications and a summarizing volume, the current 2011 edition based on version 3 (2007) consists of a comprehensive introduction and five volumes for the core areas of IT service management. The core publications of the 2011 edition are:

Contents of the books

Process groups and processes in ITIL v3 / 2007

Service strategy

This book deals with the conceptual and strategic background of IT services. It covers definition, specification, logistics and financial aspects from a business perspective. It also describes the objectives of the service life cycle.

Service development

This book deals with the architectural framework for development. It includes definition, specification, logistics and security aspects from an operational perspective. It tries to transfer the business perspective practically into service performance and describes the functionality and scope of the processes based on the business needs and the necessary parameters.

Transfer of the service (into operation)

This book deals with the implementation of business requirements in concrete IT services. The focus is on the change management function and thus on the standardized commissioning and maintenance of services. It contains risk analysis, benefit calculation, safe delivery and guarantee for a stable fulfillment of the performance obligation. "Commissioning" in the usual use in German (first use for the intended purpose, start of operation) is only part of the "transfer" and only takes place after delivery, approval, suitability test, test and acceptance. This term is therefore not suitable as a translation for “transition” in the sense of ITIL and is not included or defined there.

Service operation

This book describes the operational part that is necessary in order to maintain and secure the agreed performance in daily operation as trouble-free as possible.

Continuous service improvement

The subject of this book is optimizing the quality of service. The sustainable increase in service performance and quality helps to secure the business success of a company in the long term. The chapters therefore include methods of defining and introducing performance parameters and measured variables, monitoring target agreements, identifying weak points and implementing service improvements.

Chapter structure of the books

In contrast to version 2, all publications in version 3 are structured according to the same chapter pattern. The uniform and consistent structure in all books is intended to enable easy orientation. In each book, a section first introduces the topic of the respective book. This is followed by an overview, a classification of the treated topic in the ITIL context and a description of the purpose and objectives of the book. The following sections deal with the specific processes associated with the topic. This includes information about the use, the principles of usability, the requirements for the introduction of the processes, the methods, practices and tools used in the processes and instructions for the implementation of services and the implementation of the strategies. Each book also contains more economically oriented sections for monitoring the processes, the challenges to the processes, critical success factors and typical risks. A summary and a comprehensive appendix with references, comments, examples and a glossary form the end.

environment

ITIL can be classified in the following environment:

  • Process management (also business process management, GPM): Definition and control of a company's processes.
  • IT Service Management (ITSM): Methods that are necessary to achieve the best possible support for business processes (GP) by the IT organization. The de facto standard is the IT Infrastructure Library (ITIL).
  • Business Service Management (BSM): The connection between process management and ITSM. It deals with the economic relationships between IT services and business processes in companies.

ITIL and ISO / IEC 20000

In terms of time and content, the international standard ISO / IEC 20000 , which was developed from the British standard BS 15000 , lies between ITIL version 2 and 3 . Unlike ITIL, the standard addresses the management system of companies. You can have the processes of your IT organization audited and certified according to the requirements of the standard.

The first, normative part of the standard (ISO / IEC 20000-1: 2011) defines the minimum requirements for a service management system. Among other things, this includes requirements for each of the 13 management processes of ISO / IEC 20000. These 13 processes largely correspond to the 10 processes of the publications Service Support and Service Delivery from ITIL Version 2. Compared to ITIL Version 2, the processes Service Reporting , Information Security Management , Business Relationship Management and Supplier Management are added, while the ITIL processes IT Service Continuity Management and Availability Management are combined in the Service Continuity & Availability Management process of ISO / IEC 20000 .

ITIL and project management

ITIL is not a project management method , but an approach supported by a collection of documents to view processes as cyclical improvement chains. The project management method recommended by CO is PRINCE2 (Projects in controlled Environments).

Other ITSM frameworks

In addition to ITIL, there are other frameworks for IT service management, for example:

  • COBIT : Comprehensive IT service management is to be integrated into an IT governance framework. The concepts of ITIL and the processes described therein can be mapped in the IT governance framework Cobit. In Germany, the ITIL-Cobit-Mapping working group of the itSMF created a complete mapping of the two frameworks in the current versions in 2008 and 2011 and published it as a book. At the international level, the OGC (publisher of ITIL) and ITGI (publisher of CobiT) are working on a comparison of the models.
  • enhanced Telecom Operations Map (eTOM): eTOM uses a much more comprehensive process model that not only includes management processes, but also many operational processes for service provision. In contrast to ITIL, which only defines processes, eTOM also has a data model for every detailed process. This enables companies to design their application landscape in such a way that the data objects between the applications used can be exchanged more easily.
  • FitSM , a standard whose parts are published under Creative Commons licenses , aims at so-called lightweight service management. FitSM uses a simplified process framework that is strongly reminiscent of ITIL Version 2 and ISO / IEC 20000 and includes various templates for ITSM documents such as B. SLAs .
  • Manufacturer models are increasingly aligning their IT service management with ITIL, for example the Microsoft Operations Framework (MOF) is largely based on the concepts of ITIL, as it was developed from this for Microsoft .

ITIL core content

The main contents of the publications are the processes, the associated roles and the tools. The innovations of version 3 are the proposals for the structures of an organizational structure as well as business and strategic topics.

Practices / Processes

With the ITIL 4 Edition, the processes are called practices. As far as they have the same name, the processes in ITIL v3 correspond to the previous management areas of version 2. In version 3, a large number of processes were redefined. Examples of this are the Request Fulfillment process, which has been outsourced from Incident Management , or the newly created Knowledge Management . The following table contains a comparison of the processes of version 3 and the previous version 2. In addition to the processes of version 3, the functions have also been included in the table, since some management areas of version 2 are now named as functions in version 3. A "-" in the management area column means that there is no comparable management area in version 2. It doesn't mean that the content is missing in version 2. It is then contained in different parts. If the management area is set in brackets, this means that there is no 1: 1 assignment of the content.

There are now 26 processes in ITIL Edition 2011; two new, additional processes have been introduced compared to ITIL v3: Business Relationship Management (SS) and Design Coordination (SD). The Strategy Generation (SS) process was replaced by Strategy Management for IT Services , the Financial Management (SS) process was renamed back to Financial Management for IT Services , and the Evaluation (ST) process is now called Change Evaluation .

Allocation of processes and functions in versions 4, edition 2011, 3 and 2.
Practical areas ITIL 4 Edition Practical ITIL 4 Edition Publication (Version 3 and Edition 2011) Process / Function (Edition 2011) Process / function (version 3) Management area (version 2) Publication (version 2)
General management practices Strategy management Service Strategy Strategy Management for IT Services Strategy Generation - Business Perspective
General management practices Service financial management Financial Management for IT Services Financial management Financial Management for IT Services Service delivery
General management practices Portfolio management Service portfolio management Service portfolio management - Business Perspective
Service management practices Business analysis Demand management Demand management Part of capacity management Service delivery
General management practices Relationship management Business relationship management - - -
Service management practices Service design Service design Design coordination - - -
Service management practices Service level management Service level management Service level management Service level management Service delivery
Service management practices Service catalog management Service Catalog Management Service Catalog Management Part of service level management Service delivery
General management practices Information security management Information security management Information security management Security management Security management
General management practices Supplier management Supplier management Supplier management -
Service management practices Service continuity management IT service continuity management IT service continuity management IT service continuity management Service delivery
Service management practices Availability management Availability management Availability management Availability management Service delivery
Service management practices Capacity and performance management Capacity management Capacity management Capacity management Service delivery
General management practices Knowledge management Service transition Knowledge management Knowledge management -
Service management practices Change control Change management Change management Change management Service support
Service management practices Service configuration management;

IT asset management

Service Asset and Configuration Management Service Asset and Configuration Management Configuration management Service support
Transition planning and support Transition planning and support -
Service management practices;

Technical management practices

Release management; Deployment management Release and deployment management Release and deployment management Part of release management, deployment management Service support, ICT infrastructure management
Service management practices Service validation and testing Service Validation and Testing Service Validation and Testing -
Change evaluation Evaluation -
Service management practices Service desk Service operation Function: Service Desk Function: Service Desk Function: Service Desk Service support
Technical management practices Infrastructure and platform management Function: Technical Management Function: Technical Management Technical support ICT infrastructure management
Function: IT Operations Management Function: IT Operations Management Operations ICT infrastructure management
Technical management practices Software development and management Function: Application Management Function: Application Management Application management Application management
Service management practices Incident management Incident Management Incident Management Incident Management Service support
Service management practices Service request management Request fulfillment Request fulfillment Part of incident management Service support
Service management practices Monitoring and event management Event management Event management Part of the operation ICT infrastructure management
Access management Access management - Security management
Service management practices Problem management Problem management Problem management Problem management Service support
General management practices Continual improvement Continual Service Improvement The 7-Step Improvement Process The 7-Step Improvement Process (Extension of the ubiquitous Deming Cycle )
General management practices Measurement and reporting - Service reporting Part of service level management Service delivery
General management practices Measurement and reporting - Measurement -
- Business Questions for CSI -
- Return on Investment for CSI -
General management practices Architecture management - - - - -
General management practices Workforce and talent management - - - - -
General management practices Risk management - - - - -
General management practices Organizational change management - - - - -
General management practices Project management - - - - -
Version 2 publications that do not allow 1: 1 allocation
distributed; Focus: Service Strategy Planning to Implement Service Management Planning to Implement Service Management
distributed; Focus: Service Strategy and Service Design (e.g. Supplier Management) The Business Perspective The Business Perspective

A special feature are the general activities (common activities ) in service operation. As "callable" subroutines, they form a special type of process component.

Roles and functions

Version 3 further defines the information on roles and functions . In version 2, only the service desk was defined as a function. Now there is also:

  • Application Management - Application Management
  • IT operations management - IT operations management (in version 2: ICTIM Operations)
  • IT facility management - IT facilities management
  • Control of IT operations - IT operations control
  • Technical Management - Technical Management (in Version 2: ICTIM Technical Support)

With the ITIL 4 Edition this designation was given up again as functions. The contents can now be found under the practices.

Personal certification

The green needle is awarded if the examination is passed at the “Foundation” level

Until 2007, the ITIL certification standards were controlled by the ITIL Certification Management Board (ICMB), which also included the OGC and the itSMF forums . From January 2007 to the end of 2013, the APM Group (APMG) was the commercial partner for ITIL approvals of the OGC. On January 1, 2014, the marketing, training and certification of the best practice methods (including ITIL and PRINCE2) of the Cabinet Office were awarded to the newly founded company AXELOS, which was founded as a joint venture between the Cabinet Office and Capita plc .

ITIL exams are held by Accredited Training Organizations (ATOs). They must be accredited by an Examination Institute (EI) and can order exams there. If the exam is successfully passed, the certificate is issued by the Examination Institute , which in turn (since 2014) must be accredited by Axelos.

It is possible to certify a company's employees, but not companies or management systems completely as “ITIL- compliant ”. However, companies that follow the ITIL guidelines in IT service management can strive for certification under ISO 20000 . In addition, an orderly process structure according to ITIL often simplifies the acceptance of audits that are not directly related and other normative reviews that are based on a defined process structure, such as the compliance audits of the Sarbanes-Oxley Act .

ITIL V2 certification scheme

The following three certificates were offered as part of version 2: Foundation, Practitioner and Manager Certificate in IT Service Management. Anyone who is in possession of such an ITIL certificate could be included in the ITIL Certification Register.

Certification scheme ITIL V3 and ITIL 2011

General

Starting with the scheme for ITIL V3 certifications introduced by the APM Group, there are four qualification levels: Foundation, Intermediate, Expert and Master.

In March 2015, Axelos announced the additional certification ITIL Practitioner , which should be available from the end of 2015. The prerequisite for this is a passed ITIL Foundation certification.

V3 certification model

1st level: Basic level (Foundation)

At the Foundation level , in-depth basic knowledge of the entire ITIL system, its components and relationships is acquired - and thus two credits according to the ITIL V3 Credit System for the subsequent certificates.

2nd level: advanced level (intermediate)
The blue needle is awarded if the exam is passed in the modules of the advanced level

This training level aims at a specialization, namely in two specialization paths, which however do not necessarily have to be followed, but can also be mixed. These correspond roughly to those of the previous V2 Service Manager (V3: Lifecycle Stream ) or that of the Practitioner (V3: Capability Stream ). The Lifecycle Stream is based on the five new books of Version 3. The Capability Stream is based on the V2 Practitioner courses.

The lifecycle stream consists of the five modules Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement (CSI) ; three credits are earned per module.

The capability stream consists of the four modules Service Offerings and Agreements; Release, control and validation; Operational Support and Analysis as well as Planning, Protection and Optimization , which each result in four credits.

The intermediate level can be completed with a (stream-independent) exam on the topic of Managing across the Lifecycle (MALC) . It gives five more credits; the examination requirement is 17 credits already acquired (e.g. through the Foundation Level and either all lifecycle or all capability modules or a mixture of both). The MALC exam is strongly recommended as preparation for the Expert level, but the five credits can also be acquired through additional intermediate modules.

3rd level: Expert level
The blue-gray needle is awarded for the ITIL Expert Level if the requirements are met.

The Expert Level is not a separate training level, but is achieved through the sum of the previous training and certificates. The certificate can be issued depending on the testing institute if the following four requirements are met:

  1. Foundation certificate
  2. 22 Foundation and Intermediate credits earned so far
  3. successfully passed MALC exam
  4. Comprehensive basic knowledge of the entire ITIL V3 service lifecycle
4th level: Master level

The master's level is the highest qualification in ITIL V3. Those who are certified should be able to demonstrate the ability to introduce and implement ITIL in operational practice within their actual work environment. The candidates must have the expert certificate and several years of professional experience in IT service management.

Upgrade options from V2 to V3

All existing certifications such as Foundation, Practitioner and Service Manager can be used to achieve the new V3 certifications.

ITIL V2 service managers who were already certified had the opportunity in a transitional phase to acquire the ITIL V3 diploma in the 1st and 2nd stages through a bridging course:

  • ITIL V2 to V3 Foundation Bridge (until December 30, 2010)
  • ITIL V2 to V3 Manager Bridge (until June 30, 2011)

The current V2 ITIL Practitioner courses are also taken into account in the new V3 certification scheme. At the basic level, there are one-day upgrade training courses that are sufficient to achieve the ITIL V3 Foundation certification.

Criticism and application problems

According to a study by MSG Services AG , in which over 300 medium-sized companies were surveyed, the companies found ITIL to be extremely helpful for corporations, but too complex for medium-sized and small companies. According to the majority of those surveyed, the processes are not designed for smaller companies, are too methodical and too lengthy. In order to meet the needs of SMEs , the majority of those questioned would like a "light version", ie a reduced version of the process descriptions. According to a report by expertplace consulting , the problem for many SMEs is that although a lot of money is invested in concepts, these are not anchored enough at the operational level. If there are difficulties, stick to the theories instead of looking for practical solutions. According to statistics from Compass Germany, the productivity of companies that work according to the ITIL regulations has even decreased because the processes are often implemented incorrectly. The criticism is summarized as follows: “The profitability cannot be assessed in practice, a systematic structure must be worked out in each company itself, the clarity suffers from a lack of hierarchical structure and the correctness cannot be checked by the formulation in natural language. "

literature

  • Andreas Meier, Thomas Myrach (ed.): IT service management: basics and development trends, empirical study on ITIL, ITIL-compliant service desk, IT outsourcing, architecture management, software tools, ASP quality, transparent IT, IT performance management , Configuration management . Dpunkt, Heidelberg 2004.
  • Klaus Wannemacher , Horst Moog, Bernd Kleimann (Eds.): ITIL goes University? Service-oriented IT management at universities. Concepts and first practical experience . University Information System, Hanover 2008 (Forum Hochschule 8 | 2008). URL: German Center for University and Science Research

Web links

Individual evidence

  1. ^ ITIL Foundation, ITIL 4 edition. AXELOS, accessed on February 18, 2019 .
  2. ITIL Maturity Model (maturity model). AXELOS, accessed on April 3, 2018 (English).
  3. 5 popular misconceptions about ITIL (5 common misconceptions about ITIL). Kaimar Karu, AXELOS, August 25, 2016, accessed on April 3, 2018 (English).
  4. Results for the 6 months to 30 June 2013. CAPITA, p. 32 , accessed on October 4, 2016 .
  5. ^ Cabinet Office. Best Management Practice Portfolio. Cabinet Office, June 10th 2011, accessed 22 January 2012 (English).
  6. Best Management Practice. Copyright & Trademark Licensing. Cabinet Office, accessed January 22, 2012 .
  7. ISO / IEC 20000-1: 2011. ISO products. ISO, April 12, 2011, accessed June 2, 2011 .
  8. Best Management Practice. Service Management - ITIL 2011 Edition Publications. Cabinet Office, accessed January 22, 2012 .
  9. AXELOS: 1.3 The structure and benefits of the ITIL 4 framework . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  10. AXELOS: 4.1 Service value system overview . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  11. AXELOS: 4.5 Service value chain . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  12. AXELOS: 5. ITIL management practices . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  13. AXELOS: 4.3 The ITIL guiding principles . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  14. AXELOS: 4.4 Governance . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  15. Axelos: improvement 4.6 Continual . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  16. AXELOS: 3. The four dimensions of service management . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  17. AXELOS: 3.1 Organizations and people . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  18. AXELOS: 3.2 Information and technology . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  19. AXELOS: 3.3 Partners and suppliers . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  20. AXELOS: 3.4 Value streams and processes . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  21. AXELOS: 5.1 General management practices . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  22. AXELOS: 5.2 Service management practices . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  23. AXELOS: 5.3 Technical management practices . In: ITIL Foundation, ITIL 4 edition . TSO (The Stationery Office), 2019, ISBN 978-0-11-331607-6 .
  24. ^ Majid Iqbal, Michael Nieves, Sharon Taylor: Service Strategy ; TSO (The Stationery Office) 2007; Published for the Office of Government Commerce (OGC)
  25. ^ Vernon Lloyd, Colin Rudd, Sharon Taylor: Service Design ; TSO (The Stationery Office) 2007; Published for the Office of Government Commerce (OGC)
  26. ^ Shirley Lacy, Ivor MacFarlane, Sharon Taylor: Service Transition ; TSO (The Stationery Office) 2007; Published for the Office of Government Commerce (OGC)
  27. David Cannon, David Wheeldon, Sharon Taylor: Service Operation ; TSO (The Stationery Office) 2007; Published for the Office of Government Commerce (OGC)
  28. ^ Gary Case, George Spalding, Sharon Taylor: Continual Service Improvement ; TSO (The Stationery Office) 2007; Published for the Office of Government Commerce (OGC)
  29. CO-PRINCE2. CO, January 17, 2012, accessed January 28, 2012 .
  30. Michael Rüggeberg and Katharina Schmied: itSMF working group "ITIL / Cobit-Mapping". Working group results. (No longer available online.) ItSMF Germany e. V., June 2, 2011, archived from the original on June 16, 2011 ; Retrieved June 2, 2011 . Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. @1@ 2Template: Webachiv / IABot / www.itsmf.de
  31. FitSM . FedSM Project. Archived from the original on August 9, 2018. Info: The archive link was inserted automatically and has not yet been checked. Please check the original and archive link according to the instructions and then remove this notice. Retrieved February 26, 2015. @1@ 2Template: Webachiv / IABot / www.fitsm.eu
  32. ITIL Edition 2011 process model . Retrieved November 23, 2014.
  33. ^ ITIL 2011 - IT Process Wiki . Retrieved November 23, 2014.
  34. ITIL 2011 - Summary of Updates - German ( Memento from June 28, 2014 in the Internet Archive )
  35. projektmagazin.de - PRINCE2, ITIL and other best practice certifications in new hands from December 2013 . Article dated April 26, 2013, accessed February 24, 2014.
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