ITIL―IT Infrastructure Library
The IT Infrastructure Library (ITIL) is a set of books documenting “best practice” concepts, models, and frameworks that can be used by organisations in IT service provision and is described as a “cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in ITSM” [OGC, 2011].
IT Service management standards such as ITIL are of increasing importance to organizations. Especially over the last decade, as highlighted by Lyytinen and King [2006], standards have become increasingly critical in developing and managing IT services because IT systems have become ubiquitous, heterogeneous, networked, and more complex.