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What is ITIL?

A set of books that systematically collects good practice (best practice) for IT service management. Work on it began in a UK government agency, and it has been revised many times and is widely referenced around the world. It describes ideas such as service level management, incident management, problem management, change management, configuration management and the service desk, which organizations adapt to their own needs. It is not a standard; for certification, the international standard for IT service management, ISO/IEC 20000, is used.

Japanese name: ITIL

ITIL appears in 1 practice question across 1 topic, including IT Service Management and Systems Audit.

Field: IT Service Management and Systems Audit

Try it: questions about ITIL

Which of the following describes the approach of IT service management appropriately?

  1. AThe quality of an IT service is judged only from the provider's technical point of view, without considering its effect on the users' business
  2. BIT services that support the outcomes users want are delivered stably at the agreed quality and improved continually
  3. CThe role of the IT service provider ends when a new system has been developed and put into operation
Show answer and explanation

Answer: B. IT services that support the outcomes users want are delivered stably at the agreed quality and improved continually

IT service management treats IT as a "service" and is the management approach for delivering services that help the outcomes of users' business stably, at the agreed quality and cost, and for continuing to improve them. The value of a service is determined by the balance between the outcomes users obtain and the costs and risks involved. ITIL is a widely referenced guide to putting this into practice around the world. Putting a system into operation is a beginning, and quality must be maintained and improved during operation.

ITIL in the explanations

Questions that mention ITIL (1)

  1. Which of the following describes the approach of IT service management appropriately?

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Related terms

Audit trail BCP (business continuity plan) CAAT (computer-assisted audit techniques) Change management Configuration management Escalation Incident management Internal control IT governance MTTR (mean time to repair)

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