ABSTRACT
The ITIL is a framework of best practices. The concepts
within ITIL support information technology (IT) services
delivery organizations with the planning of consistent,
documented, and repeatable or customized processes that
improve service delivery to the business. The ITIL frame-
work consists of the following IT processes: service
support (service desk, incident management, problem
management, change management, configuration manage-
ment, and release management) and services delivery
[service-level management (SLM), capacity management,
availability management, financial management, and IT
service continuity management (SCM)].
