ITIL

ITIL is a widely used framework for managing IT and digital services. Its practices help organisations organise service delivery, clarify responsibilities and improve outcomes for users and the business.

In daily operations, it can inform how a team handles incidents and requests, investigates recurring problems and prepares changes. The practices should be adapted to the organisation’s needs and risks rather than treated as a requirement to introduce a large administrative system.

ITIL is a management framework, not a ticketing product. A tool can support the practices, but responsibilities, decisions and review routines still need to be defined.

Historical expansion: Information Technology Infrastructure Library. Family: Service management frameworks.

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Reference: PeopleCert — ITIL.