1300 130 447
of organisations have a knowledge management program in place.
Source - The State of User-Facing
Knowledge and Knowledge
About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
Training & Development
ITIL , OGC , Training , Certifications , Qualifications ,
You Can Do It! A Framework for Effective Coaching , Working Together: Building an Autonomous Team of Leaders , Why Your Company Needs To Empower Its Front-Line Workers , Transformative Training: How to Foster Learning for Service and Support Teams , The Value of Professional Associations
If you've done your research into current IT certifications, you'll see that Information Technology Infrastructure Library, or ITIL, is near the top of many lists. ITIL practices are designed to help companies identify areas where they need improvement, providing vendor-neutral guidelines on where to make specific changes to reduce costs and increase productivity.
For example, you may use ITIL practices to reduce helpdesk traffic by implementing self-help sections on your company's website or you may use ITIL guidelines to decide whether something is done in-house or by a third-party.
Keep in mind: ITIL is not a tool but rather a set of best practices pertaining to IT service and lifecycle management.
Before we delve into whether you should implement ITIL practices, let's step back and look at its roots.
In the 1980s, the U.K.'s Government's Central Communications and Telecommunications Agency (CCTA) formulated a set of recommendations that was designed to provide a "practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business."
ITIL began as a library consisting of books that discussed specific IT service management best practices, based on recommendations from the CCTA.
After its initial publication Version 1 of ITIL consisted of more than 30 volumes from 1986 to 1996. In 2000/2001, ITIL Version 2 was consolidated into eight sets of books that grouped related process guidelines for the various aspects of IT, namely services, applications and management. In April of 2001, the CCTA was merged into the Office of Government Commerce (OGC).
The OGC announced ITIL Version 3 - now known as the ITIL 2007 Edition - in May of 2007. It consisted of 26 processes and functions and contained in five core publications:
In July of 2011, ITIL was updated again. This update provided additional guidance with the definition of formal processes that were not previously well-defined, and corrected various errors and inconsistencies that had crept in over the years.
At this point, the OGC was no longer listed as the owner of ITIL, and it was consolidated into the Cabinet Office. The 2011 edition of ITIL is owned by the HM Government. As of January 31, 2012, ITIL certification exams have focused on the ITIL 2011 syllabus (the core principles of ITIL practices for Service Management), rather than that of the ITIL 2007 Edition. more >>
Search all Articles here.
Return to the Knowledge Base.
For further information, please contact HDAA on T: 1300 130 447.
No Result Found
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
E: firstname.lastname@example.org W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCS℠ is a Service Mark of the Consortium for Service Innovation™.