MentisCell – ITIL (Information Technology Infrastructure Library)
Summary
ITIL (Information Technology Infrastructure Library) is a globally recognized framework of best practices for IT service management (ITSM). It provides structured guidance on designing, delivering, and improving IT services, aligning them with business needs and customer value.
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Content
ITIL originated in the 1980s from the UK government’s Central Computer and Telecommunications Agency (CCTA) to standardize IT management practices.
It has since evolved into a comprehensive framework adopted worldwide, currently maintained by PeopleCert.
Main functions
- Service alignment: ensure IT services meet business objectives and customer expectations.
- Standardization: provide a common language and set of practices for IT service management.
- Lifecycle management: cover service strategy, design, transition, operation, and continual improvement.
- Value delivery: focus on outcomes, customer satisfaction, and efficiency.
- Integration: support complementary practices such as Agile, DevOps, and Lean.
Evolution
- ITIL v2 (2000): simplified publications into service support and service delivery.
- ITIL v3 (2007): introduced the service lifecycle model.
- ITIL 2011: refined processes and guidance.
- ITIL 4 (2019): modernized the framework to emphasize value co-creation, holistic service management, and integration with Agile, DevOps, and Lean.
Use cases
- Establishing a service desk and incident management workflows.
- Designing service catalogs aligned with business priorities.
- Implementing change management to reduce risk.
- Driving continual improvement initiatives across IT services.
- Supporting compliance and governance frameworks.
Essence
- Framework of IT service management best practices.
- Aligns IT services with business goals and customer value.
- Evolves continuously to integrate modern methodologies.
- Enables efficiency, reliability, and continual improvement.
Interconnections
- ITSM — ITIL provides the foundational practices for ITSM.
- ITOM — ITIL supports operational processes defined in ITOM.
- ITAM — ITIL integrates asset management into service delivery.
- CMDB — ITIL relies on CMDB for configuration and dependency tracking.
Tags
#itil #itsm #service-management #framework #governance #continuous-improvement
Contributors
Created with the support of Microsoft Copilot on 2025-11-10.
Validation and editorial direction by Jorge Godoy.