ITIL (Information Technology Infrastructure Library) is a set of concepts and techniques for managing IT infrastructure, development and operations, which originally was developed by UK Government's Central Computer and Telecommunications Agency (CCTA) - now subsumed within the Office of Government Commerce (OGC).. ITIL manages IT services by following up the quality concepts and adapting quality methods and standards. The core of ITIL is “Service Management”, which consists of ten processes and one function in total. These processes and functions are categorized into two process groups: “Service Delivery” and “Service Support”. The Service Delivery process group is concerned with establishing the Service Level Agreement, and monitoring the execution of Agreement and evaluating the final results; while the Service Support process group delivers the service at the reasonable cost under the service agreement.

Scope of services