Forrester

The Information Technology Infrastructure Library (ITIL) is a description of a set of standard IT terminology (e.g., a high-level definition of a change request), developed in the 1980s by the United Kingdom Central Computing and Telecommunication Agency to address the issues of IT service support and delivery faced by IT infrastructure organizations. ITIL standards were designed to establish guidelines and a common language for operational processes such as change management and problem resolution, service delivery, and resolution of customer inquiries.