Gartner Research

ITIL 2011 Overview: Evolution, Not Revolution

Published: 01 December 2011

ID: G00226931

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

Summary

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

Analysis

  • 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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