As previously stated, ITIL is a best-practice framework for ITSM.
While ITSM describes how organizations can manage information systems
and deliver value to customers by clearly defining IT-related roles and
responsibilities of employees, teams, and departments, ITIL supplements
ITSM, and helps ensure success.
Commonly, organizations rely on ITIL within ITSM to optimize change,
problem, and incident management. However, more and more businesses are
expanding ITIL practices to implement improved self-service and
As an integrated, process-based framework, ITIL allows IT
organizations to track, manage, and deliver technical services within a
company. When handled effectively, ITIL helps promote improved
productivity, while also helping ensure increased employee satisfaction.