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1. ITIL

2. WHAT IS ITIL
Information technology infrastructure library
consist of IT activities such as IT asset
management and IT service management which
focusses on aligning IT services with all the
business needs. ITIL facilitates regular
monitoring, seamlessly integrate ITIL with other
project, unlock a competitive advantage and stay
ahead in a changing digital landscape.

3. FRAMEWORK  Service strategy
 Service design
 Service transition
 Service operation
 Continual service improvement
Service strategy phase deals with strategies to deal with
customers. It is usually used to determine which services should
be offered with a list of capabilities that should be developed.
Service design lifecycle phase uncovers changes and
improvements to existing service along with new IT services.it
helps the market and customers to be in focus. Service transition
lifecycle phase improves service design with good coordination
and improvements in an efficient way

4. FRAMEWORK
 Service operation phase includes problem management, incident management, access
management, request fulfillment, event management, application management, technical
management, and service desk.
 In 1989 ITIL was introduced to standardize IT Service management. In 2001 ITIL V2 was
introduced .it provided more uniform and usable structure for service support and delivery. In
2003 ITIL V3 introduced a feedback loop for improvement in the ITIL service lifecycle. The ITIL
guidelines now cover service strategy, design, transition, and operation with continual service
improvement building. In 2011 ITIL expands upon and clarifies processes in ITIL V3, adding
some processes and focusing on strategies. In 2019-2020 ITIL 4 adds practical guidance, draws
connection among ITIL and new approaches such as Devops, and delves into what IT leadership
and IT value mean for 21st century practitioners.
 ITIL process deals with process management, incident management and change management.

5. BENEFITS OF ITIL
Foster a strong
alignment between
IT and business
Achieve greater
visibility into IT and
business
Improve customer
service
Improves quality of
service
Manage risk
Minimize service
disruptions

6. CONCLUSION
The framework of ITIL encourages all the service desks to
take more active approach to problem solving, allowing
more smooth process and less or no delay. Thus, customer
satisfaction, satisfaction among employee and users ensures
consistent, quality results.
 ITIL teaches wide range of concepts and ways of working.
ITIL is an entry level qualification which is very necessary to
get into the field of IT service management.