Basis Information Technology supports and promotes the ITIL principles and methodologies having designed Xperience suite products to ITIL standards from the earliest versions of its products.

Xperience offers specific tools for all ITIL disciplines and is the ideal instrument for all organisations that aspire to ITIL certification.

By guiding you intuitively through the ITIL processes, Xperience enables you to evolve from simple administration to active direction of your infrastructure.


The IT Infrastructure Library (ITIL) was set up in the late 1980’s and has developed into the most widely applied international standard for best practice in the provision of IT Service. Although it was originally conceived as a guide for the British government, it has proved to be of use to organisations operating in many different fields having been adopted by a great number of service management companies as the basis for consulting, education and software tools support.

It continues the work of documenting industry best practice guidance, begun by the Central Computer and Telecommunications Agency (CCTA) collecting information on how various organisations addressed Service Management to draw up recommendations for its customers in UK Central Government. Right from the outset it proved invaluable and other organisations found that the guidance was generally applicable and markets outside of Government were rapidly targeted by the service industry.

Being a framework, ITIL defines how Service Management is applied within specific organisations. The models show the goals, general activities, inputs and outputs of the various processes, which can be incorporated within IT organisations. ITIL focuses on best practice that can be utilised in different ways according to requirements.

Thanks to this framework of proven best practices, the IT Infrastructure Library can be used within organisations with existing methods and activities in Service Management. By emphasising the relationships between the processes, any lack of communication and co-operation between various IT functions can be eliminated or minimised.

ITIL provides a proven method for planning common processes, roles and activities with appropriate reference to each other and how the communication lines should exist between them.

Generic benefits include:

1. Improved quality service provision
2. Cost justifiable service quality
3. Services that meet Business, Customer and User demands
4. Integrated centralised processes
5. Individual roles and responsibilities in service provision
6. Learning from previous experience
7. Demonstrable performance indicators.

Integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner. For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the ServiceDesk is primarily responsible for liaison between IT providers and the Users of services.

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