ITIL - Reference model for it service management

In modern times business systems are investing large sums in information and communication technology (ICT) owing to the fact that various aspects of this highly dominant technology have a great bearing on business and the competitive position of the company on the market. Use of IT is no longer adequate on operative level only; ICT investments are expected to yield better business processes, connected value chain in organizations and expanded business. In order to accomplish these goals, one must develop adequate IT management methods, which will raise the level of IT organization maturity. This way leads to higher business value of IT investments. This paper presents ITIL (Information Technology Infrastructure Library), a conceptfor managing IT services which support transitional IT organizations.