The IT Infrastructure Library (ITIL) is a framework for best practices for IT Service Management. ITIL was developed and matured in Europe and is today an international de facto standard applicable to a very wide range of organizations. The objective of this seminar is to describe the scope of IT Service Management; to investigate its goals and its benefits; and to describe how CERN may take advantage of the best practice approach. Particular attention will be paid to the challenges existing at CERN today, as well as the particular benefits to CERN in the future, when such services as Grid computing enter the production phase.
Mr Seymour Hosking, Hosking Associates, and Mr Robert Falkowitz, Concentric Circle Consulting.