Gartner Research

The IT Infrastructure Library: A Service Perspective

Published: 17 July 2009

ID: G00203823

Analyst(s): Michael Disabato


The requirement for a proactive service environment that minimizes infrastructure failures is driving the adoption of the IT Infrastructure Library (ITIL) processes. In this MBP, NTS Service Director Michael Disabato will describe ITIL Fundamentals related to Service Support and how these processes relate to Burton Group's Reference Architectures.

Table Of Contents



  • The IT Infrastructure Library (ITIL)
  • ITIL's Impact on the
  • Relationship to Reference Architecture Principles
    • Principles Framework
    • Management Principles
    • Vendor Principles
    • User Principles
  • Impact on System and Network Management Systems
  • Recommendations
    • Obtain Senior Management Support
    • Achieve Balance
    • Understand the People Issues
    • Traditional Roles Will Change
    • Focus on Process First
    • The Order of Process Implementation Is Important
    • Limit the Scope of Configuration Management
    • Standardize Incident Reporting Tools
    • Own the Process
    • Show Me Where IT Hurts
    • Revise Your Mission Statement

The Details

  • ITIL Fundamentals
  • IT Services
  • Configuration Management
    • Planning
    • Identification
    • Control
    • Status Accounting
    • Verification
  • The Configuration Management Database (CMDB)
  • Change Management
    • Request for Change (RFC)
    • Change Advisory Board (CAB)
    • CAB Emergency Committee (CAB/EC)
    • Forward Schedule of Changes (FSC)
    • Projected Service Availability (PSA)
    • Change Model
    • Standard Change
  • Release Management
  • The Service Desk
  • Incident Management
  • Problem Management



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