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Implementing ITIL® using the PMBOK® Guide in Four Repeatable Steps – IT Infrastructure Library (ITIL) (#3 in the series Implementing ITIL® using the PMBOK® Guide in Four Repeatable Steps)
By Lawrence Cooper, PMP, CPM, ITIL Service Manager

The Information Technology Infrastructure Library (ITIL) is a framework of best practices for quality IT Service Management; IT Service Management is defined as the delivery and support of IT services to meet the business needs of an organization. These procedures are vendor-independent and apply to all aspects of IT infrastructure.

ITIL is made up of a collection of books that describe the different aspects of IT Service Management. The Service Support and Service Delivery manuals are viewed as the core of ITIL, which is built on a process-model view of controlling and managing operations.

The recommendations of ITIL were developed in the late 1980s by the United Kingdom Central Computer and Telecommunications Agency (CCTA), which later merged into the Office of Government Commerce (OGC). ITIL has been readily adopted and accepted as a global standard for IT Service Management since the mid-1990s.

The subjects of the individual books are referred to as sets. The sets are further divided into disciplines, each of which focuses on a specific subject. The ITIL sets and their disciplines are:

  1. Service Support—stabilization of services:
    • Service Desk
    • Incident Management
    • Problem Management
    • Configuration Management
    • Change Management
    • Release Management
  2. Service Delivery—services that must be provided to the business:
    • Service Level Management
    • Availability Management
    • Capacity Management
    • IT Service Continuity Management
    • IT Financial Management
  3. Planning to Implement Service Management—how to adopt ITIL; how an organization could benefit
    from ITIL and how to reap such benefits.
  4. Security Management—how to manage security
  5. ICT Infrastructure Management—processes, organization, and tools that are needed to provide a stable
    IT and communications infrastructure:

    • Network Service Management
    • Operations Management
    • Management of local processors
    • Computer installation and acceptance
    • Systems Management
  6. The Business Perspective—how IT services relate to the requirements and operation of a business.
  7. Application Management—how to manage the software development life cycle.
  8. Software Asset Management—how to manage software assets

About the Author

Larry Cooper is the CEO of ITSM Canada, an Authorized itSM Solutions® provider and a VAR for Touchpaper’s ITBM Suite of products. Mr. Cooper has spent more than 28 years in IT in the public and private sectors where he has held roles such as a Software Developer/Programmer Analyst, Manager of Operations, Lead for Business Process Re-engineering, various Project Manger roles on projects upwards to $100M, and A/Director, Business Technology. He has written and been published in books and industry articles on a variety of technology, IT Service Management, and Project Management topics. He holds three project management certifications including a PMP, an IT Service Manager certification, and is an EXIN-accredited Master’s level trainer. He resides in Ottawa, Canada with his wife and two children. He can be reached at

This article was originally published in Global Knowledge’s Business Brief e-newsletter. Global Knowledge delivers comprehensive hands-on project management, business process, and professional skills training. Visit our online Knowledge Center at for free white papers, webinars, and more.

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