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The Information Technology Infrastructure Library is a customer-focused, process-oriented approach to IT Service Management.
Successful IT organizations have turned to IT Service Management & ITIL to guide them through the planning, design, development, delivery and support of their services.

ITIL is used throughout the world as a de-facto standard. The principles and methodologies have been adopted by major organisations such as Microsoft, HP, IBM, Philips and numerous Government departments. ITIL is branch and infrastructure independent.

Many organisations experience the following problems with their IT department, making it very hard to achieve their overall organisational objectives such as Shareholder value, market share improvement and cost effectiveness:

Inefficient internal communication;
Unclear or invisible cost structures within the IT department;
Unacceptable time frames for decision-making;
In-flexible IT staff (“we in the IT Department know what is best for you”);
IT Service Management addresses these issues with a process driven approach and a strong customer focus.;

The IT Infrastructure Library (ITIL) is a series of documents that are used to aid the implementation of a framework for IT Service Management (ITSM). This framework defines how service management is applied. Being a framework, it is completely customisable for use within any type of organisation that has a reliance on IT infrastructure.

The Information Technology Infrastructure Library is considered to be "good/best practice" for IT Service and infrastructure management. It was developed in the late '80s when IT professionals gathered to develop a comprehensive, integrated life cycle for all areas of IT Service Management.

Read the ITIL chapter...