A growing number of IT organizations are investigating the IT Information Library (ITIL) to assess how it can help improve their ability to reliably and cost-effectively deliver key business applications to end-users. This white paper is designed to provide background and insight into ITIL as well as describing a practical approach to implementing ITIL.

In addition to a general overview of ITIL, this white paper provides information describing some of the critical considerations that need to be incorporated when planning for adoption of the ITIL framework. Unlike other ITIL documents, we describe an approach for determining where to get started with ITIL and steps for building an implementation roadmap.

The IT Infrastructure Library (ITIL) is a best practices framework for IT service management started in the late 1980s by the United Kingdom government to help companies manage their growing dependence on IT for critical business processes. The Library has been continuously enhanced and updated. Over the years, ITIL has become the de-facto standard framework for IT Service Management (ITSM) best practices. Over 10,000 companies worldwide have implemented aspects of the framework and are reaping its benefits.

IT service management (ITSM) and the ITIL process framework enable alignment between IT capabilities and business requirements, providing enterprises with a systematic approach to planning, developing, implementing and supporting IT services. To increase their success in providing reliable application services in a cost-effective manner, IT organizations must have strong and repeatable processes that control the application delivery lifecycle. These processes must be supported by a capable set of underlying IT management tools and capabilities. Unfortunately, many of the existing management tools have their roots in particular silos of infrastructure managements and were not originally designed to deliver a comprehensive service management framework.

Indicative provides a cohesive service management solution that can greatly assist customers considering ITIL framework adoption. Indicative's integrated solution provides IT service management capabilities that address most aspects of ITIL pertaining to service delivery and service support. Indicative distinguishes itself from other offerings in the market by leveraging a single architecture and powerful template and discovery-based Service Model to handle all aspects of IT Service management. Indicative offers a very rapid implementation that is flexible to adapt quickly to handle changing and new requirements. Whether you have already started to map IT services to control service delivery, or are just getting started at looking at a more modern approach to ITSM, Indicative has proven capabilities that can provide you with demonstrable value in days.