Information Technology Infrastructure Library

The IT Infrastructure Library is a series of seven books that describe reasonably good practice for IT service management processes, promoting a quality approach to improving efficiency and communication in IT services. ITIL is a non-proprietary approach for managing IT services developed by the Office of Government Commerce (OGC) in the United Kingdom.

The core processes of IT service management are described within the two ITIL documents Service Support and Service Delivery. The description of the processes is not standardised and thus not consistent. Some processes do contain metrics and key performance indicators, a description of the roles and activities or guidelines for implementing the process, but not all.  

The Service Support processes are:

• Incident management
• Problem management
• Configuration management
• Change management
• Release management.  

The Service Delivery key practices are:

• Service level management
• Financial management for IT services
• Capacity management
• IT service continuity management
• Availability management.