ITIL

IT Infrastructure Library. A globally recognized framework for IT service management (ITSM) that defines best practices for delivering, managing, and improving IT services. ITIL provides structured processes for incident management, change management, problem management, service level management, and service desk operations. Most enterprise IT environments and larger MSPs implement ITIL-influenced processes, particularly around change advisory boards (CABs) and incident categorization.

Current version

ITIL 4, published 2019 — emphasizes value co-creation, lean principles, and integration with DevOps and Agile.

Relevant for MSPs

Incident, change, and problem management processes translate directly to PSA workflows and SLA definitions.

Why it matters

Enterprise clients and government contracts increasingly ask about ITIL alignment during vendor qualification.