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ITIL (IT Infrastructure Library) is an integrated set of best-practice recommendations with common definitions and terminology. ITIL covers areas such as Incident Management, Problem Management, Change Management, Release Management and the Service Desk.

Most IT organizations follow ITIL recommendations. As such, it is important for Oracle practitioners to understand ITIL concepts.


[edit] Service Management Framework

The core of ITIL is the ITIL Service Management Framework. This framework contains two groupings of processes:

[edit] Service Support

Service Support describes operational IT processes:

  • Service Desk (Function)
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management

[edit] Service Delivery

Service Delivery describes tactical IT processes:

  • Service Level Management
  • Availability Management
  • Capacity Management
  • IT Service Continuity Management
  • Financial Management

[edit] ITIL Certification

Three levels of personal certification are offered for ITIL:

  • Foundation
  • Practitioner
  • Manager

A voluntary register of certificates is maintained by the ITIL Certification Register at

[edit] External links

Glossary of Terms
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