The Information Technology Infrastructure Library (ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.

Effective and formal IT Service Management will give an organisation a clear view of its IT capabilities. It will give the IT department a clear understanding of the customer's needs, drivers and motivation. The interlocking IT Service Management disciplines will allow the needs of the customer to be matched by the capability of the services being offered.

In documenting best practice ITIL has laid before us a professional approach to the provision of IT services. In the ITIL world measurement and monitoring are critical. We are able to focus on the needs of the business and to measure the performance of the services offered, reviewing and improving on a continual basis. Critical among costs the Service Management disciplines is Availability Management. If services are not available then it's not a service. All the service support and service delivery disciplines work together to deliver agreed levels of service availability to our customers.

Delivery of service availability to meet customer needs benefits the whole organisation. Customer satisfaction is greatly increased, as is the motivation of those staff involved in service provision. Overall, professional IT Service Management disciplines will deliver improved quality of service to customers enabling the business to reduce costs, derive higher revenues and hence increased profit.

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