Itil v3 introdução

Published in association with the
Best Management Practice Partnership

The IT Service Management Forum

An Introductory
Overview of ITIL® V3

A high-level overview of the

IT INFRASTRUCTURE LIBRARY

The IT Infrastructure Library

An Introductory
Overview of ITIL® V3
Version 1.0
Written by:

Alison Cartlidge
Ashley Hanna
Colin Rudd
Ivor Macfarlane
John Windebank
Stuart Rance

Xansa - Steria
HP
itEMS Ltd
IBM
Sun
HP

Edited by:

Alison Cartlidge
Mark Lillycrop

Xansa - Steria itSMF UK

Published by:

The UK Chapter of the itSMF

With thanks to all those who took part in the review process.
© Copyright itSMF Ltd, 2007
This version first published 2007
Based on other copyright material with the permission of the copyright owners. ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US
Patent and Trade Mark Office.
PRINCE® is a Registered Trade Mark, and a Registered Community Trade
Mark, of the Office of Government Commerce (OGC) and is registered in the
US Patent and Trade Mark Office.
COBIT® is a Registered Trade Mark of ISACA and the ITGA.
CMM® is registered in the USA Patent and Trademark Office.
PMBoK® is a Registered Trade Mark of the Project Management Institute.
M_o_R ® is a Registered Trade Mark and a Registered Community Trade
Mark of the Office of Government Commerce.
© Crown copyright material reproduced with the kind permission of OGC on behalf of the Controller of Her Majesty’s Stationery Office (HMSO).
The Swirl logoTM is a Trademark of the Office of Government Commerce.
ISBN 0-9551245-8-1
1

A bout this guide
ITIL (IT Infrastructure Library) provides a framework of Best Practice guidance for IT Service Management and since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. This pocket guide has been designed as an introductory