ITIL V3 Tutoral

The IT Infrastructure Library came into being in the early 1990s as the result of an effort by the UK government to document the best IT practices within its own agencies. ITIL certifications are managed by the ITIL Certification Management Board (ICMB) which is composed of the OGC, IT Service Management Forum (itSMF) International and two examinations institutes: EXIN (based in the Netherlands) and ISEB (based in the UK). Many of the concepts did not originate within the original UK Government's Central Computer and Telecommunications Agency (CCTA) project to develop ITIL.

Ability of an IT component to perform at an agreed level at described conditions. ICT Operations may often work closely alongside Incident Management and the Service Desk, which are not-necessarily technical in order to provide an 'Operations Bridge'. ITIL V3 Tutoral The Foundation Exam is a one-hour, multiple choice exam.

After implementation has been completed, the process needs to be maintained as part of business as usual. While a version of ITSM is a component of ITIL, ITIL also covers a number of related but distinct disciplines and the two are not synonymous.

Help Desk: manage, co-ordinate and resolve incidents as quickly as possible.