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IT Service management (ITSM) primer <<previous|next>> :ITSM/ITIL best practice process overview primer

CIO News:


By editorial staff

31 Jul 2006 |

This definition originally appeared on our sister site,

The ITIL (Information Technology Infrastructure Library) is a globally recognized collection of best practices for information technology (IT) service management. The United Kingdom's Central Computer and Telecommunications Agency (CCTA) created the ITIL in response to growing dependence on information technology for meeting business needs and goals. The ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems. Hewlett-Packard and Microsoft are two businesses that use ITIL as part of their own best practices frameworks.

The ITIL is organized into "sets" of texts which are defined by related functions: service support, service delivery, managerial, software support, computer operations, security management and environmental. In addition to texts, which can be purchased online, ITIL services and products include training, qualifications, software tools and user groups such as the IT Service Management Forum (itSMF).

While owned by the CCTA since the mid-1980s, the ITIL is currently maintained and developed by The National Exam Institute for Informatics (EXIN), a non-proprietary and non-profit organization based in the Netherlands.