IT infrastructure library

Definition

IT Infrastructure Library, commonly known as ITIL, is a framework of best practices for delivering, managing, and aligning IT services with business needs. It provides standardized processes and guidelines that organizations use to improve service quality, reduce costs, and enhance efficiency. ITIL covers the full service lifecycle, from strategy and design to transition, operation, and continual improvement.

Adopted by organizations worldwide, ITIL helps ensure that IT departments operate consistently and deliver value to the business. By using a common language and structured approach, it enables teams to improve service management, strengthen customer satisfaction, and support long-term growth.

Advanced

ITIL is built around a service lifecycle model that includes service strategy, service design, service transition, service operation, and continual service improvement. It provides detailed processes such as incident management, problem management, change management, and service level management.

Advanced implementation often integrates ITIL with modern frameworks like DevOps, Agile, and ISO/IEC 20000. This allows organizations to maintain governance while adopting flexible, adaptive practices. ITIL certifications for individuals and maturity assessments for organizations ensure alignment with evolving industry standards.

Why it matters

• Standardizes IT service management across the organization.
• Improves efficiency and reduces service downtime.
• Enhances alignment of IT with business goals.
• Strengthens compliance with industry and regulatory requirements.
• Provides a foundation for continuous improvement.

Use cases

• A bank applying ITIL processes to reduce incidents in online banking services.
• A telecom company using ITIL change management to manage system upgrades.
• A government agency improving service desk operations through ITIL guidelines.
• An enterprise adopting ITIL to streamline vendor and SLA management.

Metrics

• Number of incidents resolved within service-level agreements (SLAs).
• Mean time to resolve (MTTR) incidents and problems.
• Service availability and uptime percentages.
• Customer satisfaction scores for IT services.
• Reduction in unplanned downtime after adopting ITIL.

Issues

• Overly rigid implementation can reduce flexibility and innovation.
• High training and certification costs may burden smaller businesses.
• Misalignment between ITIL processes and company culture can limit adoption.
• Neglecting continual improvement may result in outdated practices.

Example

A large retail chain implemented ITIL processes to improve service desk operations. By standardizing incident management and problem resolution, the company reduced downtime in its point-of-sale systems. This improved customer experience, increased sales reliability, and enhanced overall IT performance.