The Information Technology Infrastructure Library (ITIL®) is a series of books developed by the United Kingdom’s Office of Government Commerce (OGC), which has become the world’s de facto standard for IT Service Management Best Practices. These books provide a comprehensive information structure for how to plan, deploy, maintain, and improve the quality of IT service support to organizations. ITIL® sets forth an extensive collection of processes and procedures that serve as guidelines for effective Service Management. They have been written and enhanced over the past 15 years making them a “Best Practice.” An organization can customize and configure these Best Practices to fulfill its own organizational business needs.

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