ITIL is a Framework / guideline or collection of best practices to manage IT services.

ITIL® (the Information Technology Infrastructure Library) is concerned with matching IT service quality with customer requirements. The framework focuses on achieving business efficiency in the use of information systems to deliver high quality services.

ITIL® was originally developed in the 1980’s by the Central Computers and Telecommunication Agency (CCTA) of the British Government, now known as the Office Government Commerce (OGC).

In 1991, the Information Technology Infrastructure Management Forum was set up in the United Kingdom as a platform to promote exchange of information between IT organizations. This forum was later renamed Information Technology Service Management Forum (ITSMF).

ITIL® offers a body of knowledge to achieve the standards of ISO/IEC 20000. In 2005, OGC started to develop ITIL® v3 which now consists of 5 core books instead of over 30 books used for earlier versions. In 2011, all ITIL books were updated.

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement