What is ITIL?
ITIL is a widely used framework of best practices for IT service management that guides how organizations plan, deliver and improve IT services. Its current version, ITIL 4, organizes guidance into practices such as incident management, service desk and change enablement.
Key ITIL 4 practices
| Practice | Purpose |
|---|---|
| Service desk | Single point of contact |
| Incident management | Restore service |
| Problem management | Remove root causes |
| Change enablement | Safe changes |
| Service request management | Standard requests |
| Knowledge management | Share knowledge |
ITIL and AI
ITIL defines what good service looks like; AI agents can automate many practices, such as request fulfillment and incident triage.
