The Use Of ITIL In Small And Medium Enterprises

As IT service management frame criterion, ITIL has undergone continuous revision and perfection since it first came into existence in 1980s, as a result of the development of IT and changes in responsibilities of IT departments. In 2007 GOC organization launched ITIL 3. 0 version.The term ITIL increasingly frequented Chinese magazines on information and technology management since 2006. Top management of enterprises and IT managers, however, still were unfamiliar with this term, let alone its functions or benefits or revolutionary impacts it could bring to their companies.This paper first will introduce the basic concept and framework as well as the international development trend of ITIL and then compare actual applications of current ITIL products so as to show the roles it plays in enterprises. Practical solutions will be provided for small and medium enterprises, who are relatively in need of IT resources.Instead of studying ITIL from purely the view of information technology, this paper integrates aspects of modern management technology and offers insights in implementation of ITIL in small and medium enterprises. By means of a case study, the paper describes the actual implementation of ITIL in an enterprise of small or medium size, based on which practical recommendations concerning the key assessment factors are offered. The paper makes its share of contribution to the hard problem, that is, how to measure ITIL implementation results.