Information Technology Infrastructure Library


The Information Technology Infrastructure Library (ITIL) is a globally recognized set of best practices and guidelines for managing and improving IT service management. It provides a structured approach to aligning IT services with business needs, focusing on streamlining processes, improving service delivery, and increasing customer satisfaction. Originally developed by the UK government in the 1980s, ITIL has since evolved and is now maintained and updated by the ITIL governing body, AXELOS.


The phonetics of the keyword “Information Technology Infrastructure Library” is:ɪn-fər-ˈmā-shən tɛk-ˈnä-lə-jē ˈin-frə-ˌstrək-t͟hər ˈli-brə-rē

Key Takeaways

  1. ITIL is a widely accepted set of best practices and framework for managing IT services, aimed at aligning business needs with IT resources.
  2. ITIL provides a systematic and professional approach to the management of IT services, focusing on continual improvement, efficiency, and effectiveness.
  3. ITIL consists of five core volumes, covering the areas of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.


The Information Technology Infrastructure Library (ITIL) is crucial in the technology sector as it provides a comprehensive framework for managing and delivering high-quality IT services consistently and efficiently.

By outlining best practices, processes, and standards, it helps organizations achieve their strategic goals by aligning technology infrastructure with the needs of the business.

Through the implementation of ITIL, companies can effectively measure their IT performance, minimize risks, optimize resources, and continuously improve their IT service management.

This ultimately leads to increased customer satisfaction and competitive advantages for businesses that adopt ITIL methodologies.


Information Technology Infrastructure Library (ITIL) is a comprehensive framework aimed at standardizing and improving the management of Information Technology (IT) services within an organization. The primary purpose of ITIL is to provide a cohesive set of best practices that enable IT teams to deliver efficient and high-quality services to their clients and customers. This framework emphasizes aligning IT processes with the goals and objectives of the organization, fostering a customer-centric approach while promoting continual improvement.

By integrating ITIL methodologies, organizations can ensure that the right processes, people, and technology are in place to meet the growing demands of their business and customer expectations. ITIL is widely employed across various industries, addressing the challenges businesses face in their IT service management. This includes areas such as service strategy, design, transition, operation, and continual service improvement.

Utilizing the ITIL framework allows IT teams to not only maintain but to also optimize their service capabilities, which ultimately contributes to the organization’s agility and adaptability to ever-evolving market conditions. Moreover, implementing ITIL practices reduces overall IT costs by identifying and eliminating redundant processes, improving resource utilization, and simplifying the management of IT services. In this way, ITIL serves as a vital tool in enhancing the value and efficiency of an organization’s IT infrastructure, fostering a structured and mature approach to managing crucial IT services.

Examples of Information Technology Infrastructure Library

The Information Technology Infrastructure Library (ITIL) is a framework for managing IT services and ensuring they align with business goals. Here are three real-world examples of organizations implementing ITIL practices:

NASA: The National Aeronautics and Space Administration (NASA) implemented ITIL processes to improve its IT service management. By adopting the ITIL framework, NASA aimed to boost the efficiency of its IT services, streamline processes, and reduce costs. The defined ITIL processes enabled NASA to effectively manage changes, incidents, and problems in its IT infrastructure. As a result, NASA achieved greater stability, enhanced service quality, improved communication between teams, and an overall increase in customer satisfaction.

Procter & Gamble (P&G): Procter & Gamble (P&G), one of the world’s largest consumer goods companies, adopted ITIL practices to ensure that its IT services were aligned with business goals and to improve its IT support structure. By implementing ITIL processes, P&G was able to better manage incidents, control changes, and track service levels. As a consequence, the company experienced improved IT service quality, reduced costs, and a more efficient IT support framework that could quickly adapt to the changing needs of the business.

Bank of New York Mellon: The Bank of New York Mellon (BNYM), a global banking and financial services organization, turned to ITIL to optimize its IT service management processes. The company implemented ITIL practices to improve the effectiveness of its IT infrastructure, ensuring IT services aligned with business objectives. By adopting ITIL, BNYM was able to better manage incidents, implement changes, monitor and optimize service levels, and streamline communication between various IT teams. As a result, the bank saw improvements in IT service quality, reduced downtime, and increased customer satisfaction.

FAQ: Information Technology Infrastructure Library

What is the Information Technology Infrastructure Library (ITIL)?

ITIL is a framework of best practices for delivering efficient and effective IT support services. It provides a detailed understanding of the IT service life cycle, enabling organizations to enhance their IT service management, align IT services with business needs, and improve the overall quality of IT services.

What are the key components of ITIL?

ITIL consists of five core volumes, each representing a different stage of the IT service life cycle. These stages are: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

Why is ITIL important for businesses?

ITIL is essential for businesses as it provides a systematic approach to manage IT services, align services with business objectives, and continuously improve the efficiency and quality of delivered IT services. This in turn enables organizations to minimize operational costs, enhance customer satisfaction, and support overall business growth.

What is the process of implementing ITIL in an organization?

Implementing ITIL in an organization usually involves the following steps: assessing the current IT infrastructure, defining and prioritizing IT service improvement objectives, adopting ITIL best practices, implementing IT service management tools, training staff on ITIL principles and processes, and continuously monitoring and improving IT service delivery.

What are some benefits of adopting ITIL best practices?

Some of the key benefits of adopting ITIL best practices include improved IT service quality, increased customer satisfaction, reduced operational costs, better alignment of IT services with business needs, and enhanced IT service management efficiency and effectiveness.

What certifications are available for ITIL?

Various ITIL certifications are available, ranging from ITIL Foundation to ITIL Master. These certifications are designed to demonstrate an individual’s understanding of ITIL principles and processes, and their ability to apply these best practices in real-world situations.

Related Technology Terms

  • IT Service Management (ITSM)
  • Configuration Management Database (CMDB)
  • Change Management
  • Incident Management
  • Continuous Service Improvement (CSI)

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