This document discusses ITIL (Information Technology Infrastructure Library), a collection of best practices for IT service management. It provides an overview of what ITIL is, where it came from, and some of its key aspects and principles. While ITIL provides benefits, the document cautions that implementing ITIL comes with nuances unique to each organization and warns against solutions that claim to provide ITIL compliance "out of the box."

1. Confessions of an ITIL skeptic Jeremy Shafer Solutions Development Computer Services Temple University 11/14/2007

2. How do I say it? Sounds like “eye-till” not “it-tull” What does it stand for? Information Technology Infrastructure Library A collection of best practices A terminology for IT service What is ITIL? Jeremy Shafer, Temple University 11/16/2007

3. Where did it come from? Originated in the United Kingdom in 1989 Currently in its third revision Adopted world wide How do I know? I attended ITIL Foundations Training and obtained the Foundations Certification I’m no expert What is ITIL? Jeremy Shafer, Temple University 11/16/2007

4. It is not aProject Management methodology Project: A project is a directed effort with a start date, stop date, and a unique set of deliverables. Service: A service is a directed effort with no determined stop date and a commonly recurring set of deliverables. What isn’t ITIL? Jeremy Shafer, Temple University 11/16/2007

6. A lot. What does ITIL encompass? Jeremy Shafer, Temple University 11/16/2007

7. So what does ITIL look like for the Service Desk? “Tickets” are immediately categorized as incidents, problems, known errors or service requests Out on a limb Jeremy Shafer, Temple University 11/16/2007 “Tickets” are further categorized after an initial assessment. “Tickets” are categorized a third time before the ticket is closed. The “ticket” is not considered closed until the customer, by action or inaction, closes it. A formal measure of customer satisfaction is in place.

8. To date, that’s my litmus test. Your comments, suggestions, and contributions are welcome! Thanks Jeremy Shafer, Temple University 11/16/2007