Itil

ITIL, or Information Technology Infrastructure Library, is a widely adopted framework of best practices for information technology service management (ITSM). It provides guidance on designing, delivering, and continuously improving IT services to align with the needs of the business and its customers.

ITIL originated in the United Kingdom during the 1980s under the auspices of the Central Computer and Telecommunications Agency (CCTA), later reorganized as the Office of Government Commerce (OGC). It has evolved through multiple versions, including ITIL v1, ITIL v2, ITIL v3 (often referred to as ITIL 2007), and ITIL 2011. The current iteration, ITIL 4, released in 2019, redefines guidance around a service value system, guiding principles, and four dimensions of service management. ITIL is maintained and updated by AXELOS, which also manages certification programs.

ITIL 4 emphasizes value co-creation through collaboration across stakeholders and introduces 34 management practices that cover areas such as incident management, problem management, change control, service desk, service level management, and release management. ITIL v3 organized its guidance around a service lifecycle with five stages: service strategy, service design, service transition, service operation, and continual service improvement. ITIL 4 shifts focus from process silos to an integrated system that supports flexible, end-to-end service delivery.

Adoption of ITIL is voluntary and often part of broader IT governance efforts. It complements other standards and frameworks, such as ISO/IEC 20000, COBIT, and various organizational maturity models. Organizations customize ITIL guidance to fit their needs, capabilities, and regulatory environments, while training and certification programs remain common means to develop personnel expertise.