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Tech & ITITIL (IT Infrastructure Library)
By Sitraka Forler · Lecturer, Durham Business SchoolUpdated 13 September 2026 About this site
A widely used framework of best practices for running IT as a dependable service.
ITIL is a framework for IT service management (ITSM): incident, problem and change management, with each ticket prioritised by its impact and urgency. Ticketing tools such as ServiceNow and Jira put it into practice, and it is the shared vocabulary of many IT help desks. It is not software, and an incident (restore service fast) is not a problem (remove the root cause).