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1. ITIL® best practice framework
1.1 What is ITIL?
First of all, the word ITIL ® is an acronym made up of the first letters of the following four words:
INFORMATION ;
TECHNOLOGY ;
INFRASTRUCTURE ;
LIBRARY.
We can translate these titles into French as "library of information technology infrastructure".
In the 1980s, following the difficulties in coordinating the various IT systems encountered in the run-up to the Falklands War, Margaret Thatcher's government imposed a policy of systematic competition with the private sector on British public administrations. A task...
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ITIL® best practice framework
BS 15000 standard
Bibliography
Software tools
AUDIT DIAGNOSTIC EVALUATION SYSTEM (ADES), May 2009, CPI CONSEIL 6 rue de la Corniche, 91120 PALAISEAU, France.
Websites
CPI CONSEIL, assessing, auditing, certifying for improvement http://cpi.conseil.free.fr/
AFNOR BOUTIQUE, Ten keys to service management – From ITIL to ISO 20000 http://www.boutique.afnor.org/LIV7DetailLivre.aspx?CLE_ART=FA090923=LIVZLIVZ1A10A201A206=1=2784026
...Standards and norms
- Quality management systems – Basic principles and vocabulary - ISO 9000 - 2005
- Specification for IT service management – Part 1: specifications - BSI 15000-1 - 2002
- Specification for IT service management – Part 2: code of practice for service management - BSI 15000-2 - 2002
- Information Technology – Service management – Part 1: Specifications - ISO/CEI 20000-1 - 2005
- Information Technology...
Directory
Information Technology Service Management Forum (itSMF France) http://www.itsmf.fr
Office of Government Commerce http://www.ogc.gov.uk
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