Best Practices in ITIL Service Management


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The Information Technology Infrastructure Library (ITIL) is growing in popularity among IT leaders. However, many IT leaders don't truly understand ITIL basics. Many IT leaders see ITIL as a quick solution to IT chaos. Indeed, blindly following ITIL is doomed to failure.

This note addresses the following topics:

  • What ITIL is and how it works.
  • Users of ITIL.
  • Benefits of ITIL.
  • ITIL basic structure and overview of ITIL core concepts.
  • What ITIL is not – common misconceptions about ITIL.

ITIL involves adopting and adapting IT processes and approaches that are new to many SMEs. IT leaders must establish specific goals prior to adopting this framework.

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