Implementing ITIL

In a 2004 survey designed by Noel Bruton (author of 'How to Manage the IT Helpdesk' and 'Managing the IT Services Process'), ITIL adopting organizations were asked to relate their actual experiences in having implemented ITIL. A new and enhanced glossary has been developed as a key deliverable of the ITIL v3 (also known as the ITIL Refresh Project). The ITIL-process Security Management describes the structured fitting of information security in the management organization.

PRINCE2 defines 45 separate sub-processes and organizes these into eight processes. The high level activities are Risk Analysis, Contingency Plan Management, Contingency Plan Testing, and Risk Management. Implementing ITIL PRINCE2 specifies the way in which progress should be monitored and how the highlights of the progress should be reported to the project board.

Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers. It is primarily an auxiliary work, covering many of the same best practice guidelines as Planning To Implement Service Management, Service Support and Service Delivery but provides additional guidance on the combination of roles and responsibilities and avoiding conflict between ITIL priorities.

While a version of ITSM is a component of ITIL, ITIL also covers a number of related but distinct disciplines and the two are not synonymous.