IT Infrastructure Library (ITIL) is the most widely adopted framework for IT Service Management in the world. It is a practical approach to identifying, planning, delivering and supporting IT services to the business. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).
ITIL principles are used by a number of organizations in both the public and private sectors such as NASA, IBM, HP, British Telecom, HSBC bank and L'Oreal.
ITIL is created and owned by the Cabinet Office. ITIL best practices are explained in the five core guidance publications outlining the fundamental ITIL principles that focus on various areas within the service management discipline.
ITIL best practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance.
The ITIL Intermediate level is the core of the scheme. To take an examination at this level, candidates must hold the ITIL Foundation qualification and must complete an accredited training course.
The following examinations are available at the intermediate level:
- Service Lifecycle: management focused examinations
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
- Service Capability: process focused examinations
- Planning Protection and Optimization
- Release Control and Validation
- Operational Support and Analysis
- Service Offerings and Agreements
If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.