ITIL The IT Infrastructure Library (ITIL) is an integrated, process-based, best practice framework for managing IT services. ITIL provides guidance for creating and operating a Service Desk that provides efficient communication between the user community and the IT provider. Originally initiated to improve IT service management for the UK central government, it has become a standard for many organizations; public or private sector, large or small, centralized or distributed. The IT service management process; capabilities of users with the ITIL role; working an incident assigned to you; selecting which incident to work on; working a problem; creating a change request; viewing the Incident Overview dashboard ITIL provides processes for three service concepts: design, transition, and operation. Service concept Processes Design service level management availability management capacity management supplier management service catalog management Transition change management knowledge management asset management configuration management release management Operation request fulfillment management event management incident management problem management facilities service automation Service designThis guide provides a general overview of ITIL service design concepts.Service transitionThis guide provides a general overview of ITIL service transition concepts and how the ServiceNow platform can enable these processes.