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The IT Infrastructure Library (ITIL) is an integrated, process-based framework for managing IT services.

It 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.

ITIL provides processes for three service concepts: design, transition, and operation.

Service concept Processes
  • service level management
  • availability management
  • capacity management
  • supplier management
  • service catalog management
  • change management
  • knowledge management
  • asset management
  • configuration management
  • release management
  • request fulfillment management
  • event management
  • incident management
  • problem management
  • facilities service automation

Watch this 11-minute video for an overview of the ITIL role including the ITSM process, capabilities of ITIL users, working on incidents and problems, change requests, and the Incident Overview dashboard.