Source: OGC

The internationally acknowledged guideline for IT operations using best industry practices is the "Information Technology Infrastructure Library™" (ITIL^®) - a multi-volume collection of all aspects to be considered for high-quality, economically reasonable IT operations.

However, this guideline doesn't force you into any special way to operate your IT. It is used as a starting point to identify critical success factors for your company and to decide on the appropriate implementation measures.

ITIL^® consists of several areas (see picture above), for which recommendations for the design of their respective business processes are given.

• Service Strategy: Develop service management policies including development of markets, service assets, and the Service Catalogue,
• Service Design: Design and develop services and service management processes including Service Level Management,
• Service Transition: Develop and improve capabilities for transitioning new and changed services into operations; includes processes such as Release Management, Change Management and Service Asset and Configuration Management,
• Service Operation: Effectively and efficiently deliver and support services including operation of a Service Desk for users and the associated Incident and Problem Management processes,
• Continual Service Improvement: Realise incremental and large-scale improvements in service quality, operational efficiency and business continuity.

The web sites of A href="https://www.axelos.com/best-practice-solutions/itil">Axelos and the not-for-profit organization itSMF provide further information on ITIL^®. itSMF has local chapters in more than 50 countries worldwide.