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This video introduces the information security management system (ISMS), part of the information security management process, asexplained in the ITIL v3 volume Service Design. The video is one out of a series of study aids for students studying the topic ITI597 with Charles Sturt University. The ITI597 module is provided in a dynamic online and real-time interactive environment, and supported with a virtual study environment located in SecondLife space, and videos such as these. As subject coordinator I provide live web based sessions for all ITI597 students at least once a week, and strongly support any multimedia technology that makes blended and passionate learning a reality. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the US Patent and Trademark Office.

ITIL v3.0 Hosted Solution

ITIL – the Information Technology Infrastructure Library – is a set of best practices and guidelines that define an integrated, process-based approach for managing information technology services. ITIL can be applied across almost every type of IT environment.

Interest in and adoption of ITIL has been steadily increasing throughout the world; the numerous public and private organizations that have adopted it include Proctor & Gamble, Washington Mutual, Southwest Airlines, Hershey Foods, and the Internal Revenue Service. In addition to the often touted benefits of ITIL – aligning IT with the needs of the business, improving service quality, decreasing the costs of IT service delivery and support – the framework can aid the information security professional both directly (there is a specific Security Management process) and indirectly.

Consider for a moment the relevance of these ITIL domains to Security Management:

* In Service Support:

Configuration and Change Management determine whether IT presents a solid defense against security threats or vulnerabilities that expose the enterprise to today’s more sophisticated attacks. When vulnerabilities are detected, Configuration and Change Management can assure the reliable and repeatable deployment of remediation, and help identify the highest priority risks.

Release Management often centers on the deployment of reliable, quality-tested IT resources. Considering how many of today’s attacks target application environments, the failure to incorporate security in the development and release of IT applications and services can be a major gap in defense.

Incident and Problem Management are central not only to accurately identifying cases where security issues are the root cause of an incident or problem, but effective response to security events. Reliable and repeatable processes for incident response can mean the difference between a threat contained and mitigated, or chaos that, in the worst cases, can lead to panic among business stakeholders and IT professionals alike. Informed security incident response is also essential to collecting forensic critical to the success of a personnel or legal action.

Service Desk and Service Request Management is not only a focus of IT Service Management, it is often a nexus of one of the key process disciplines in IT security: identity and Access Management. Requests for user provisioning are often referred to the Service Desk for action. Provisioning processes often include management reviews and evaluations of appropriate entitlements. Once granted, access control becomes a first line of defense in separating authorized access from threats.

Futuregen, an online business adviser based in Singapore, is now offering its ITIL Hosted solutions.

Live and Dynamic Inventory

Automatically obtain a complete inventory of your network and computer equipment without any installation on workstations. Also Tracks license details and supplier warranties on your assets. Properly document your changes in our hosted database.

6 ITIL v3.0 Processes

Incident Management. The purpose of the following functionalities is to help document and resolve daily incidents and requests in the most efficient way possible.

Change Management.
The purpose of the following functionalities is to document and to monitor the changes made to the components of the infrastructure in order to ensure smooth operation and to minimise impacts on the services offered.

Problem Management.
The purpose of the following functionalities is to document and to resolve recurring and complex problems which compromise the performance or undermine the stability of your infrastructure.

Configuration Management.

Service Level Management.

Event Management.
Event management aims to ensure the follow-up of all events or alerts which occur throughout the IT infrastructure in order to detect and efficiently process problematic situations.

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Performance indicators, dashboard, statistics with filtering and data mining features.

And, Futuregen is offering a 30 days trial that will provide you with full and unrestricted access to the hosted solution. You may then create an unlimited IT users. Visit www.futuregen.sg, and learn more about the ITIL service, or email marketing[@]futuregen.sg for more information.

Santa Clarita, CA — February 10, 2009

Io Consulting, Inc. announces the introduction of its new Information Technology Infrastructure Library (ITIL) Service Management practice.

ITIL Service Management allows an organization to leverage its current knowledge base while evolving service delivery into a repeatable and predictable process. An organization which adopts ITIL will have the opportunity to realize many benefits from the approach such as improved cost of delivery, service uptime, customer satisfaction, and employee morale.”Our ITIL approach will reduce your costs, increase productivity and improve service quality.” In the end, the resulting IT organization will be well-equipped to deliver the services needed to further the institution’s core mission. ITIL is a disciplined commitment. “Nothing is more harmful to the service, than the neglect of discipline.- George Washington

Io Consulting’s ITIL service is focused on a customer-oriented, hands-on management approach, leveraging real-world operational experience with a focus on simple, high-quality results. Services will be offered ranging from specific problem resolution to the implementation of the entire ITIL framework. “Io’s experience delivering consulting services in Higher Education paired with a commitment to excellence makes this service offering particularly appealing to Colleges and Universities of all sizes.”

The Io model builds from two basic principles: keep it simple and make it rewarding. Io’s philosophy stems from real-world operational experience as opposed to similar service offerings that are mostly marketing campaigns full of ‘buzz’ words. Experience is everything. “We apply lessons learned to ensure your ITIL implementation is cost efficient while delivering tangible results.”

Find out more about Io Consulting’s ITIL Service Management philosophy and offerings by visiting the new website: Io Consulting ITIL Service Management .

About Io Consulting

Founded in 1996, Io Consulting is a widely recognized leader in implementing, optimizing, and upgrading Oracle|PeopleSoft applications for the Higher Education sector. Io is quickly becoming the industry leader in delivering PeopleSoft technical and functional training. One of the few consulting firms specializing in cross-module implementations, Io Consulting’s resources have first-hand experience with Higher Education business practices as well as in-depth knowledge of the Oracle|PeopleSoft Human Resources, Finance, and Campus Solution product lines.

Io Consulting has successfully implemented or upgraded Oracle|PeopleSoft applications at a variety of Higher Education institutions, both public and private. These projects ranged in size and scale, including many campuses from within the California State University System and extending beyond to Pepperdine University, The Ohio State University, Duke University, and the Southern Wisconsin Consortium.

For more information, visit Io Consulting,Inc. or call (877) 656-6603.

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Is “agile Itil” An Oxymoron? (Http://bit.ly/a4Xyit)

Agile ITIL? For many, that sounds utterly oxymoronic—like “jumbo shrimp” or “unbiased opinion.” Agile: Lean, automated, adaptive. ITIL: Lumbering, bureaucratic and rigid. These are mutually contradictory, nonsensically combined concepts. More oil and water than peanut butter and chocolate. Right? ITIL is about control, compliance and predictability. It’s about uptime and stability. Agile? It’s about speed and change—the mortal enemies of uptime and stability. So, what happens when Agile meets ITIL? Today, worlds collide. Part of the issue is rooted in the divergent cultures and motivations of dev and ops: • Dev: freewheeling, ideological, collaborative, self-organizing, and organic • Ops: policy-driven, command-and-control, focused on uptime and compliance When dev meets ops—when Agile meets ITIL—the velocity gains in application development are lost, caught in the purgatory of long, cumbersome release cycles. Worse still is change. For IT, change portends nothing but punctuated pain and a passel of unintended consequences. Change is empowering for dev and dispiriting for IT. According to Israel Gat, who, together with Michael Cote, blog as The Agile Executive: 1. The business needs to respond to change quicker than ever. 2. Various traditional IT management methods tend to discourage change and slow it down. 3. Competent Agile dev/test teams are now able to respond much quicker to the changes required by the business. The time gained in dev/test, however, could be completely wasted if IT Service Management fails to become (more) agile. And there’s the key: When IT puts on the breaks, velocity gains—responsiveness, agility—are nothing but false hopes and empty promises. Agile becomes fragile. Agility becomes atrophy. Gat proposes what he calls Agile Business Service Management—extending agility to IT. In fact, Dr. Gat participated in an rPath webinar last year on this very topic—back when it was, if not radical, certainly something ahead of mainstream thinking. Today, it’s the catalyst behind one of the frothier topics on Twitter: #DevOps. The reality is ITIL is poised to get lean—to become agile. Lumbering, bureaucratic and rigid are out of step with today’s high-velocity and low-overhead needs. Compounding scale, accelerating change and the need for speed have conspired with lean mandates and elusive budgets to put traditional IT practices on notice. In support of this are movements like DevOps and manifestos like Visible Ops, which draws out the best principles of ITIL and presents them as specific, pragmatic steps toward the goal of high performance IT. At the same time, there’s something of a renaissance underway in IT automation software. This has further stoked the fire, helping advance these movements beyond concept and ideology and making ITIL agility achievable. This is the topic we’ll cover in a webinar on Thursday, April 15th featuring two of the principal voices at the intersection of DevOps and Visible Ops: Damon Edwards, president of DTO Solutions and editor of Dev2ops.org; and Kevin Behr, co-author of The Visible Ops Handbook, which has fast become the bible for the thoughtful and progressive practice of IT. Be sure to register for the webinar and join us on Thursday, April 15th. So, is Agile ITIL an oxymoron? Perhaps. But that’s sure to change—it has to change. Soon, these words in combination will sound perfectly natural. But that’s just my unbiased opinion.

Change Management – the ITIL way

Many organizations with small IT department, often fail to establish standardized methods and policies to manage change. As a result, they resort to haphazard and ad-hoc practices resulting in utter mismanagement of IT changes. We all recognize that changes in the IT may arise out of some reactive responses to problems, or as exogenously imposed requirements, e.g. legislative or regulatory imperatives, or out of proactive quests for improved efficiency ,or just as business improvement initiatives.

The Information Technology Infrastructure Library (ITIL) defines, among other areas of service management, a set of standard operational management procedures and practices to allow the organization to manage changes within IT infrastructure. ITIL was originally created by an agency CCTA under the auspices of the British government, and ITIL is a registered trademark of the UK Government’s Office of Government Commerce (OGC).The challenges and risks in successfully managing IT changes are many. For many successful IT departments or divisions, the ITIL Change Management doctrines work as the guiding principles, which integrate iteself seamlessly with its associated network of service management forces like configuration management, service desk, request management, service catalog management, service level management and others.

The critical success factors in IT Change Management are basically dependent on the organization’s capability in controlling IT changes, protecting existing services during the change implementation and its aftermath, and also effecting quick and accurate changes based on business requirements. The goals of ITIL aligned Change Management process embrace many aspects – setting the policies and guidelines as a framework of methods and techniques of efficient change handling, structurally creating role-based incumbents as change manager(s) or change coordinator(s), formalizing a change assessment and approval examination body often known as Change Advisory Board(CAB), making visible a Forward Schedule of Changes (also known as change calendar), publishing contextual service availability reports and , among other things, communicating pre and post change notifications and performing post-change review.

Is it necessary to have a tool or application to control IT Change Management? Not necessarily. But it is absolutely necessary to have a well-defined process and a set of strictly enforced guidelines. That is why ITIL principles are basically process-driven, which can be practiced without any ITIL compliant Change Management application, or tool. The ITIL key-activities recommend who, how, when to (i) register and accept proposed changes,(ii) classify, prioritize changes,(iii) perform risk and impact assessment, (iv) coordinate change approval,(v) schedule and coordinate change implementation,(vi) conduct post-change review, and (vii) periodically disseminate management information and reports. One critical aspect of change management is obviously to mitigate any change-related risk. It is necessary to have a clear visibility into the relationship-network of all the services and applications. The question is to ask: how many applications/services are to be directly or /indirectly impacted by this change? The next question is to know: in the context of the enterprise how critical are theses services? If this assessment leads to an answer that the proposed change is fraught with risk, proper mitigation policies should be in place.

Controlling of unauthorized changes to the CIs in the CMDB repository is another important aspect of change control. Often urgency factors, in absence of clear guidelines, might force the stakeholders to introduce changes without any record, with impactful consequences. The ITIL change management traps and prevents such mishaps through procedural guidelines. For urgent changes, ITIL recommends setting up of an ECAB or Emergency Change Advisory Board, to eliminate any frenzy of adhocism that might associate with emergency change management.

Every IT organization or division progresses through different stages of maturity over time. This maturity, by and large, is assessed and measured by the organizational resilience, its investment in technology, process-improvement methodologies and skill-enhancement programs to provide better IT services to the enterprise. Evidently, commitment to the best practices encapsulated in the ITIL framework will substantially strengthen the backbone of any IT department to scale higher standards of efficiency and effectiveness.

Find More Itil Articles

This video introduces the service transition goals and objectives. Service Transition is one of the five ITIL core publications that together make up the ITIL v3 framework. Although not a standard ITIL v3 is commonly used worldwide to (further) enhance the efficiency and effectiveness of providing IT services to customers. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the US Patent and Trademark Office.
Video Rating: 5 / 5

This video introduces the continual service improvement (csi) goals and objectives. Continual Service Improvement (CSI) is one of the five ITIL core publications that together make up the ITIL v3 framework. Although not a standard ITIL v3 is commonly used worldwide to (further) enhance the efficiency and effectiveness of providing IT services to customers. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the US Patent and Trademark Office.

The Benefits of ITIL Training

ITIL Training is beneficial for many reasons and recently many organizations have found the need to implement ITIL in the work environment. With the implementation of ITIL these organizations have found several benefits. Some of these benefits are that these companies or organizations can improve the IT services that they offer. They are able to improve the customer satisfaction by providing a more professional approach when handling customers. These organizations can reduce the cost of training and increase morale of their employees.

Other benefits are increased productivity, competence, and capability of an organization’s IT staff. The organization can improve the systems with which they utilize. They will establish a clear business differentiator from their competition. Organizations can gain clear insight to the company’s Total Cost of Ownership within the IT department of the organization. These benefits can be viewed as a method to save in the long run. Eventually implementing ITIL within the organization will cut back on many unnecessary expenses.

Information Technology Infrastructure Library has been recognized as the industry standard or guideline for IT Service Management. If an organization wants to be the best they need to be up to date on ITIL Training. In order to make sure one has top notch ITIL Training, they may want to consider ITIL Training in Northampton, or ITIL Training in Lincoln, or ITIL Training in Swindon.

ITIL Training in Northampton, ITIL Training in Lincoln, and ITIL Training in Swindon can be considered very valuable to an organization who is wanting improve their IT department. Training offered by these institutions covers everything one would need to know about Information Technology Infrastructure Library training. Subjects offered by these institutions are as follows: Adobe training, computer programming, Microsoft training, internet and web training, MAC training, Oracle server training, Linux training, CAD training, Citrix training, Corel training, complete training in ITIL, and contact management.

This video introduces the concept of a change types (change categories) asexplained in the ITIL v3 volume Service Transition. The video is one out of a series of study aids for students studying the topic ITI597 with Charles Sturt University. The ITI597 module is provided in a dynamic online and real-time interactive environment, and supported with a virtual study environment located in SecondLife space, and videos such as these. As subject coordinator I provide live web based sessions for all ITI597 students at least once a week, and strongly support any multimedia technology that makes blended and passionate learning a reality. ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the US Patent and Trademark Office.
Video Rating: 5 / 5

ITIL v3 Foundation Virtual Training Conference

Rotterdam, the Netherlands — April 3, 2008

ITpreneurs today announced the release of its ITIL v3 Foundation PREMIUM E-Learning course. Built around the scenario-based learning model, the 16.5-hour, self-paced course immerses learners in an edgy, online game-like environment.

Rich context is added to key concepts, helping learners better understand the ITIL Service Lifecycle at a foundation level. After taking the course, learners are well prepared to take the foundation certificate-level exam, and even more importantly, to effectively understand how these best practices would benefit their own organization.

The course takes a highly interactive approach to teaching the core disciplines of ITIL v3, using simulated real world challenges to teach learners how the IT best practice is used to deliver IT service at the strategic, tactical, and operational levels.

This experiential learning environment not only appeals to the so-called “Nintendo Generation,” but also to anyone who learns best by actually doing.

In the ITIL v3 Foundation PREMIUM course, learners are invited to a Virtual Training Conference at a lush resort hotel, where they attend different conferences hosted by experienced ITIL v3 experts. Throughout their “stay,” learners assist hotel management with a variety of projects that test their new ITIL knowledge.

Features include:

Fun, engaging learning and hands-on experience
Session-end refresher summaries and quizzes
Quick Reference Card of key ITIL points
Comprehensive ITIL glossary of terms
“First Aid Kit” of ITIL essentials
Mock exam

ITpreneurs is an early champion of the scenario-based learning model’s user-centric principles. In addition to serving hundreds of IT organizations with a blend of classroom, e-learning, and scenario-based solutions, the company has worked closely with the Dutch government to develop several cutting-edge training programs for unique learners.

Sukhbir Jasuja, ITpreneurs CEO, talks about what makes the ITIL v3 Foundation PREMIUM course so effective. “It’s designed for today’s learner who thrives in a more interactive learning environment. In such a setting, learners absorb both theoretical and practical knowledge, and are motivated to self assess, test, and apply everything they learn.”

He concludes, “With the release of the ITIL v3 Foundation PREMIUM E-Learning course, ITpreneurs continues to deliver on its promise of raising the bar for ITIL training, and elevating the learner experience.”

To know more about the new ITIL v3 Foundation PREMIUM E-Learning course, view online demo. Call +31 (10) 71 10260 or email ITpreneurs at info@itpreneurs.com or visit us at www.itpreneurs.com to order your course today.

About ITpreneurs

Leading the way in IT Service Management and IT Governance Training, ITpreneurs provides the industry’s most extensive portfolio of training solutions for best practice frameworks that include COBIT, ITIL/ITSM, and ISO/IEC 20000. ITpreneurs channels the collective knowledge of world thought leaders into the most advanced, effective, and innovative learning solutions, like our suite of scenario-based learning products for ITIL v3. The ITpreneurs training portfolio is sold through a global network of partners, and currently available in 45 countries across 6 continents in 6 languages.

Working with institutions like ISACA to develop sustainable COBIT education, and achieving accreditation by itSMF for ITIL and ISO/IEC 20000 training, ITpreneurs offers a blend of solutions (classroom, e-learning, scenario-based training) aimed at achieving and sustaining the values provided by these frameworks. Visit us at www.itpreneurs.com for more information.

ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

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More Itil Press Releases

If I?ve got PRINCE2, do I really need ITIL as well?

PRINCE2 and ITIL are both standardised management methodologies, formulated by the UK government and subsequently adopted by public and private sector organisations throughout the UK, Europe and increasingly in the USA, Asia, South Africa and the Middle East. Both methodologies are described in standard textbooks and are available as accredited courses, with examinations and certificates administered by the APMG. PRINCE2 (PRojects IN Controlled Environments v. 2) provides a generic project management framework based on best practices (or ‘Components’) devised by teams of professional and experienced project managers and subject to constant revision (there is currently a movement towards replacing the term ‘best practices’ with the less absolutist ‘good practice’, in order to recognise the importance and necessity of continual improvement. There are two tiers to the PRINCE2 qualification: PRINCE2 Foundation and PRINCE2 Practitioner. The Foundation-level qualification is essential for anybody who might work on a project run according to PRINCE2 guidelines, as it provides a basic understanding of the PRINCE2 concepts, practices and terminology. It is also recommended for anybody who needs to have a grasp of what project management is about and what the industry standards are. PRINCE2 Practitioner is designed for project managers. The qualification demonstrates analytical abilities, as well as knowledge and a sound understanding of industry standards and practices. It is necessary for anybody working on a PRINCE2 project, and is also an extremely useful resource of processes and procedures for project managers to draw on when managing non-PRINCE2 projects. The IT Infrastructure Library (or ‘ITIL’) is an IT-specific service management framework. The essential difference between project management and service management is that a project has by definition a temporary lifespan, while an important aspect of service management is maintaining and developing the services that are currently provided. An IT Service Manager may embark on a project within the context of the role, but a Project Manager will not provide operational maintenance in the long-term, unless the nature of the role is fundamentally altered. There are various, independent qualifications available in ITIL. The basic Foundation certificate is a prerequisite for all other levels, and provides an introduction to the ‘Service Lifecycle’: Strategy, Design, Transition, Operation and Continual Service Improvement. Like the PRINCE2 Project Lifecycle, ITIL describes Service Management as a series of stages, but unlike PRINCE2, ITIL places considerable emphasis on the maintenance, monitoring and improvement of the services developed during the earlier stages of the lifecycle. Intermediate-level ITIL qualifications explore these stages in greater detail. Some modules also examine specific Service Management processes (for example: Risk Management, Knowledge Management, Request Fulfilment), which are clustered according to the roles with which they are associated. This enables individuals employed in an IT services capacity, but not necessarily as the Service Manager, to study methodologies and best practices more applicable to their responsibilities. There is considerable cross-over between project management and service management. Both disciplines require the ability to assume both a macroscopic and an in-depth perspective on the goals of the team, the business and the industry. Both PRINCE2 and ITIL teach holistic approaches to the goals of the project/service manager, beginning with the need-based development of a strategy and providing broad frameworks for organising progress towards a defined goal. In addition, both methodologies insist on a constant business-focus, in order to prevent degeneration into activity for its own sake, rather than as a tool for the fulfilment of customer need. However, there are important differences between PRINCE2 and ITIL. The necessarily temporary nature of a project means that PRINCE2 does not cover the support and development required of an IT Service Manager after the design and implementation of the initial product. On the other hand, ITIL does not sufficiently train Service Managers to bring projects to a satisfactory close, its focus being rather on the provision of long-term services. While an IT Service Manager may make do with ITIL on a day-to-day basis, the project-specific training provided by PRINCE2 is essential when independent projects are required within the context of long-term service provision. And correspondingly, while a project manager may have many of the skills required to move into Service Management, it is the ITIL qualification that offers the requisite understanding of how a high standard of services may be maintained after the initial product has been developed.

Bedford, MA — April 9, 2008

InteQ® Corporation today announced a Web-based training course on the newly updated IT Infrastructure Library (ITIL®) Version 3. InteQ has trained over 5,000 IT executives and professionals in its award-winning ITIL Version 2 Foundation training course, and will continue to offer training in both versions of ITIL. Standardizing on ITIL better equips IT organizations to address a range of compliance audit requirements by enabling consistent, repeatable processes.

“IT executives now know the benefits of ITIL and view InteQ’s online and classroom training as a great opportunity to get their teams closer to IT compliance,” said Yash Shah, President and CTO, InteQ Corporation. “InteQ is the only training provider that uses ITIL processes daily in delivering its full suite of managed services for selective outsourcing. Because we live and breathe ITIL every day in our own business, IT executives see the intrinsic value of choosing InteQ for ITIL training.”

The ITIL Version 3 online training course features student progress reports, automated testing voucher administration, and 7/24 service desk assistance and instructor monitoring. Busy IT professionals can log into the online course at any time, worldwide.

InteQ adds this ITIL Version 3 online training option to its ITIL Versions 3 and 2 Foundation classroom training courses offered onsite at companies and at InteQ’s headquarters. Successful completion of either course prepares professionals to sit for the ITIL Foundation Certificate exam, offered at a range of independent testing facilities worldwide.

ITIL in 30 Executive Webinar Series

To shed light on the most pressing aspects of driving IT compliance, InteQ will sponsor a series of complementary, 30-minute webinars starting April 16th, 2008. The first webinar in the series, “What’s New in ITIL Version 3?” will highlight what IT executives and professionals need to know about the latest version of ITIL, and how it affects their current implementations. For details and to register, visit www.inteqnet.com/events1.htm.

Pricing and Availability

InteQ’s ITIL Version 3 Web-Based Training course will be available April 21st, 2008, at a rate of 5 per person. Corporate group discounts are available. Executives and IT professionals can register for the online training course by visiting www.inteqnet.com/itil-online-training.htm. For more information on online and classroom training in ITIL, contact 888.4IT.MGMT or sales @ inteqnet.com.

About InteQ

InteQ is an IT service management company that helps businesses worldwide reduce the cost of IT operations, improve service levels and manage IT compliance. InteQ’s innovative approach combines ITIL on-demand solutions, remote infrastructure management and award-winning ITIL training and consulting services. Founded in 1995, InteQ manages customer infrastructure in over 90 countries through its global service delivery model with operations in the U.S. and India. For more information, visit www.inteqnet.com or contact 888.4IT.MGMT.

InteQ Corporation, InteQ and the InteQ logo are registered trademarks of InteQ Corporation. All other product and company names mentioned are used for identification purposes only and may be property of their respective owners.

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. IT Infrastructure Library® is a Registered Trade Mark of the Office of Government Commerce.

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