ITIL, the IT Infrastructure Library, is internationally recognised and is a constantly evolving set of best IT practices in IT service management the most widely-accepted approach described as a de facto standard.
The ITIL framework at AKAL looked at managing IT services by dividing them into service delivery and support activities.
** Service delivery is about making the standard of service match the requirements of end-users in terms of availability, cost, and performance.
** Support activities help ensure that the service delivery infrastructure works properly and service level agreement (SLA) goals are met reliably and affordably.
An IT infrastructure has its hardware, software and services components which need to be known, co-ordinated and managed for the IT infrastructure to operate properly. ITIL is a formalised description of the best practices to use when doing this.
At AKAL it describes the best way to manage an IT infrastructure so that it focuses on delivering services that best meet the needs of its customers.