The Basics of ITIL Framework  

What is ITIL?

ITIL®, the Information Technology Infrastructure Library, is a well-known framework of best practices for IT service management. ITIL was developed over 20 years ago, through cooperation between the U.K. government and IT companies. It was enhanced through major revisions; today, ITIL v3 is the most comprehensive approach to standardizing IT operations.

As a framework, it’s important to understand that ITIL does not contain step-by-step instructions for building a service desk. Instead, it’s a collection of best practices and a way of thinking about service management and planning.

How can ITIL help IT service companies?

ITIL framework is compatible with several business standards, including ISO 20000, ISO 27000 and Six Sigma. Adopting ITIL is a commitment to excellence, but it requires education, strategic planning, training and resources.

Compliance with ITIL can create a number of advantages for IT organizations, including:

  • Greater efficiency through the ability to standardize processes and measure service delivery
  • Reduced costs, through better staff productivity and less rework
  • Improved ability to meet service level agreements (SLAs) leading to higher client satisfaction
  • Better alignment of IT services with clients’ business needs


Developed on ITIL best practices, ConnectWise can help you manage every aspect of your business.  To see how, view the Interactive Demo.

Craig Fulton

Craig Fulton

Craig’s IT career began in 1995, with a letter from the U.S. Marines declaring that his specialty would be ‘Small Computer Systems.’ He achieved certifications in Lotus, Novell, Microsoft, and Cisco. After the Marines, he...

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