ITIL in a nutshell

ITIL is a United Kingdom (UK)-born framework. Back in the 1980s, the UK administration realized that its internal IT service management was rather chaotic. They decided to clean the house and build a framework that would assemble best practices from all over the place when it came to service management. Since then, ITIL, currently at version 4 (v4), is a world-leading IT service management framework. Infrastructure and operations teams around the world use ITIL, consciously or unconsciously.

ITIL primarily focuses on internal customers. For example, when you, as an employee or collaborator, request a corporate laptop to work with or when you need to access a certain system, you resort to ITSM. ITSM encompasses the organizational capabilities that deliver value to a customer (internal, in this case). The infrastructure department and the service-desk function are the back offices of a company. They keep the lights on and make sure everyone has the necessary tools...