Gartner Research

ITIL 2011 Overview: Evolution, Not Revolution

Published: 01 December 2011

ID: G00226931

Analyst(s): George Spafford , Ian Head , Tapati Bandopadhyay


ITIL 2011 is the first major update to be released since ITIL V3 was published in 2007. The world's most widely adopted service management framework is now 40% larger. This research will help you better understand how your service improvement initiatives can benefit from this updated framework.

Table Of Contents
  • Overview


  • Structural Consistency
  • Clarity
  • Process Structure
  • General Concerns
    • The Published Format
    • The Sheer Volume of Potential Guidance
    • The Lack of Organizational Change Guidance
  • The Bottom Line

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