- ITIL is a framework that describes best practices for IT service management. It aims to align IT services with business needs and improve quality, efficiency and compliance. - The ITIL framework covers key concepts, processes, functions and roles. It describes the service lifecycle including service strategy, design, transition, operation and continual service improvement. - The ITIL Foundation qualification provides an introduction to the ITIL framework and service lifecycle. It is assessed through a multiple choice exam and demonstrates understanding of service management best practices.

1. Quick Guide to ITIL®

2. What is ITIL®?ITIL® is a public framework that describes best practice in IT Service Management.

3. Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services.

4. Specialised organisational capabilities are all of the processes, methods, functions, roles and activities that a Service Provider uses to enable them to deliver services to their customer.

5. The primary objective of Service Management is to ensure that IT services are aligned to the business needs.

6. IT services must underpin existing business processes but more importantly IT must act as an agent for change to facilitate business transformation.ITIL® objectivesTo align IT services with the current and future needs of the business and its customers.

7. Improve the quality of IT services delivered.

8. Reduce the long-term cost of service provision.

9. Improve business efficiency, responsiveness and ‘time to market’.

10. Optimise the performance of IT assets.