The Role of IT Infrastructure Library in Enhancing Service Management

Abstract

ITIL refers to the “Information Technology Infrastructure Library”. ITIL is a set of guidelines for managing information technology services in a way that benefits businesses. ITIL is organised around a set of processes, functions, and responsibilities that are meant to aid businesses in providing IT services of a high enough quality to satisfy their clients. Management of incidents, changes, problems, and service levels are only a few of the many grounds it covers. The study's goals are to familiarize subjects with the meaning of "Information Technology Infrastructure Library," to assess ITIL's significance and to examine the results of ITI's deployment. A descriptive qualitative study has been followed in this research. On the other hand, technological innovation through the ITIL framework has been studied. It is the backbone of IT service management, providing a consistent, all-encompassing platform on which to build the high-quality service support that’s needed. Meanwhile, ITIL is essentially a collection of practices that have been tried and tested by other IT professionals and then documented for future use. It is recommended to use ITIL best practices including service desk management, change management, and incident management. The IT Infrastructure Library (ITIL) is a set of guidelines for how businesses should manage their IT services. Potential advantages include improved service quality, happier customers, and lower operational costs.  “Aligning IT services” with the needs of the business is a central tenet of the IT Infrastructure Library (ITIL), which aims to assist IT organisations in making decisions about operations and investments in light of business goals.