ITIL is one of the most common frameworks for IT service maangement. However, questions and misunderstandings abound regarding this set of popular practices. In this article, we’ll address the following (and more):
– What is ITIL, exactly?
– What problems does it solve?
– What authority does it claim to have?
– Who is behind ITIL?
Where ITIL came from
The language of IT is focused on the work — servers, routers, applications and databases. The end customers, on the other hand, are interested in what the computers can do, processing payroll, generating leads, sending emails and so forth. As one introduction puts it, the customer wants a restaurant experience, while IT tends to act more like a wholesale grocery store.
The customer wants to order complete meals off a menu (websites, mobile applications, etc), not assemble ingredients out of servers, databases, frameworks, and so on.