ITIL is based on analysing IT best practice in order to propose an overall methodological framework for aligning the supply of services to business requirements. Built on a set of clearly described processes, ITIL has become an international industry standard.
An understanding of ITIL fundamentals is a major asset when seeking to optimise services related to information systems. With this in mind, controlling the management of incidents, problems and change requests is a key element linking suppliers’ internal processes to end clients’ quality requirements.
