ITIL

ITIL (Information Technology Infrastructure Library) stands as a premier global framework for IT service management (ITSM), offering pivotal best practices for the optimal delivery and management of IT services. Developed in the 1980s by the UK government’s Central Computer and Telecommunications Agency (CCTA), its adoption now spans the globe. Within this comprehensive approach, ITIL emphasizes the synergy between IT services and business needs, championing the lifecycle of IT services from conception to retirement. Integral components span Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. Organizations embracing ITIL often see marked improvements in service quality, operational efficiency, and risk mitigation, with enhanced communication channels fostering collaboration. Such applications, as demonstrated by case studies from industry titans like British Airways, Procter & Gamble, and IBM, reveal its transformative potential in various sectors. Read this chapter to gain deeper insights into ITIL’s structure, benefits, and real-world applications.