The Scope of ITIL Best Practices

If we rely on the regular meaning of the words Best Practice, it may lead us to thinking that Best Practice refers to a job performance rating. However, ITIL® Best Practice actually pertains to areas intended for application of the service management concepts. These areas are listed in a series of informative books which provide guidance on how IT services should be implemented properly. Below is a list of Best Practice functions and a brief description of each function.
Service Support relates to 5 areas of discipline such as Configuration Management; Problem Management; Change Management; Help Desk; and Software Control and Distribution. These 5 areas all enable IT Services to be provided.
Service Delivery is the management of IT services itself.  Under Service Delivery would be   Service Level Management; Capacity Management; Contingency Management; Availability Management; and Cost Management for IT Services. These areas mentioned allow us a snapshot of the role of Service Delivery management which is to ensure that the overall efficiency of delivery of services to customers can be sustained.
The area of Planning to Implement Service Management is an important ITIL® framework. Its work is to align the business needs with IT resources. It therefore includes the following necessary elements in analysis: creates a vision; helps in analysis of the organization; supports setting of goals, facilitates implementation of IT services; and allows for measurement of goals.
ICT Infrastructure Support and Management provides the necessary support in line with Best Practice guidance on any requirements needed, planning, design, testing, deployment, operations necessitating technical support, and management.
ITIL® Application Management identifies the service level requirements of the business. Through it, ITIL® can then be used to standardize the business procedures in accordance with ITIL® Best Practice.
Lastly, The Business Perspective involves looking at how IT resources can be incorporated into the business from the perspective of how the business normally operates. It should effectively merge the preferred technology with the needs of the people being served if the business needs are truly understood.


The Information Technology Infrastructure Library (ITIL®) was developed to provide assistance and guidance to IT professionals and their respective employers as far as the scope of IT infrastructure, development and operations is concerned.

It is a framework of best practices designed to facilitate the delivery of Information Technology (IT) services by companies who work in the IT field for a living. Its high-quality and extensive management procedures help clients (such as businesses) and end users get the best value they can from their internal and external IT operations
ITIL® best practices are concerned with the services rendered by IT service providers in the areas of Service Support; Service Delivery; Planning to Implement Service Management; ICT Infrastructure Management; Application Management and The Business Perspective. The two most frequently utilized services are the Service Support and the Service Delivery.
Service Support enables the IT Services to be effectively utilized. It covers five basic areas. The first is Configuration Management, which offers the implementation database that contains the necessary information needed by the business to effectively use IT services in the areas of maintenance, movement and problems with configuration items. The basic function of Problem Management is to provide resolution and prevention of problems that may cause delays in the smooth flow of operation of an organization using IT services. The third basic area is Change Management which was designed to assist  the first area of Configuration Management. Here, changes in the IT system should be planned and authorized before being implemented. Next is the Help Desk Management which is known as the most frequently used service. This is where front liners serve customer via help desks. The fifth is the area of Software Control and Distribution, which is simply management of software development, installation and support.
Service Delivery covers the management of IT services.  These include Service Level Management; Capacity Management; Contingency Planning, Availability Management and Cost Management for IT Services. All these areas of discipline in IT were designed to provide best service in the area of the total management of IT services to guarantee  smooth operations for client companies and end users.