Introduction to ITIL

The Information Technology Infrastructure Library (ITIL) offers the world's most widely accepted approach to IT Service Management (ITSM), furthering the goal of aligning IT with business goals and priorities. ITIL provides frameworks for both the organization of ITSM as well as a cohesive set of industry best practices.

ITIL is a process framework, and Project and Portfolio Management (OpenText PPM) is unique in its ability to customize, automate, and digitize processes, simplifying repeatability, enforcement, and measurement.

ITIL defines the Service Support discipline. Building on this advanced-process model, ALM content bundle provides predefined request types (forms), workflows, and special commands to automate processes and information gathering, portlets and reports to track key performance indicators (KPIs), and ALM-specific security groups.

ALM supports the following ITIL processes:

• Change Management. Overview of ITIL Change Management provides an overview of the ITIL Change Management process and how ALM supports the process. Use ALM entities describes the entities provided by ALM for ITIL Change Management.

• Release Management. Overview of ITIL Release Management provides an overview of the ITIL Release Management process and how ALM supports the process. Use ALM entities describes the entities provided by ALM for ITIL Release Management.

ALM can be used as a starting point, and then extended to support the process requirements that meet the specific needs of your organization. Using these tools, ALM helps enforce repeatable ITIL processes to reduce their operating cost and risk.

Install and set up ALM Content Bundle provides instructions for installing ALM and configuring OpenText PPM to ensure that the integrations work properly.

Use ALM entities provides information about the ALM entities, except for a few that are used only for integration of OpenText PPM with Quality Center.