Impact of IT Service Management and ITIL Framework on the Businesses

Abstract

The use of information technology (IT) in businesses has increased recently because, today, organizations focus on implementing their services and processes with IT concepts to guarantee the quality of business processes and services. Accordingly, it is important for any organization to use information technology service management to develop its capabilities. ITIL stands for Information Technology Infrastructure Library, and it is a collection of best practices for managing information technology and developing IT support and service quality levels. ITIL is the most widely used framework for ensuring that IT services are aligned with business strategy goals, even as those goals shift. When implementing an ITIL system, we should start with the Incident Management Process (IMP). In this paper, the Information Technology Infrastructure Library (ITIL), as well as its mechanisms and components, are discussed.