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  • ITIL stands for Information Technology Infrastructure Library
  • ITIL are best practices which are widely accepted and adopted
  • Standardize and simplify IT support, save cost, increase users' satisfaction

Service Lifecycle

  • Servie Strategy (guidance)
  • Service Design (supplier management, service level management, service catalogue management, availability management)
  • Service Transition (change mangement, knowledge management, release & deployment management, service testing and validation, configuration management system)
  • Service Operation (day-to-day operations include incident management, event management, problem management)
  • Continual Service Improvement

Service Desk

  • Unified IT contact window
  • First level support


  • A formal request from a user for something to be provided


  • An unplanned interruption to a service or a degradation in the quality of a service


  • A change in the IT environment


  • The root cause of one or more incidents