Great Service Management doesn't have to be complicated.
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No matter what they tell you, it's not about technology...
ITIL just happens to provide great guidance for delivering superior technology services.
 
The bigger picture is that ITIL can help improve almost any effort to more consistently deliver results within an organization.
 
More specifically, ITIL helps with such common organizational challenges as:
 
  • Consistently creating effective strategy'
  • Optimizing investments
  • Enabling and managing change
  • Dealing with issues
  • Managing risk
  • Optimizing capacity
  • Measuring results
 
 
Background
IT Service Management (ITSM) is a broad term describing any managed approach to providing IT services.
 
ITIL (Information Technology Infrastructure Library) is a specific body of ITSM guidance which originated with the United Kingdom's Office of Government Commerce (OGC) in the late 1980's.  Since then, it has become the de facto world standard for Service Management good practice.
 
It's All About Organization
ITIL is about organization, not about technology.  ITIL provides guidance to help IT teams work together more effectively and efficiently and to better align efforts with business needs.
 
ITIL is also about managing IT as a set of services aligned with business objectives.  The core of ITIL is the Service Lifecycle, a framework for managing services from the strategy phase through retirement.