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 service-catalog solutions.
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.