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The IT Infrastructure Library

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ITIL is a framework of best practices approaches which elaborates on the disciplines for IT Service Management.

ITIL consists of a series of books giving guidance on the provision of quality IT services and the facilities needed to support IT. ITIL has been developed in recognition of organisations' growing dependency on IT and embodies best practices for IT Service Management.

It covers best practices in the areas of:

• service strategy;
• service design;
• service transition;
• service operation;
• continual service improvement.

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting ITIL brings the following benefits:

• reduced costs;
• improved IT services through the use of proven best practice processes;
• improved customer satisfaction through a more professional approach to service delivery;
• standards and guidance;
• improved productivity;
• improved use of skills and experience;
• improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in service procurements.