What is ITIL?
A: ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications and an international user group. ITIL is intended to assist organizations to develop a framework for IT Service Management. Worldwide, ITIL is the most widely used best practice for IT Service Management.

Q: What is meant by ‘IT Service Management’?
A: IT Service Management is a top-down, business driven approach to the management of IT that specifically addresses the strategic business value generated by the IT organisation and the need to deliver a high quality IT service. IT Service Management is designed to focus on the people, processes and technology issues that IT organizations face.

Q: Who is ITIL for?
A: ITIL is aimed at: IT service providers, IT directors and managers, CIOs.
It will also inform: Business managers, customers & end-users involved in building good relationships with their IT service providers plus any organisation that depends on IT Services.

Q: What are the benefits of using ITIL?
A: ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance can provide such benefits as:

* reduced costs
* improved IT services through the use of proven best practice processes
* improved customer satisfaction through a more professional approach to service delivery
* standards and guidance
* improved productivity
* improved use of skills and experience
* improved delivery of third party services through the specification of ITIL or BS15000 as the standard for service delivery in services procurements.