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Because of the increasing complexity and dependence on information technology, the concept of IT best practices has become more and more important. Various frameworks have been created to help today's IT professionals optimize their use of technology to better manage IT processes. Of these, IT Infrastructure Library (ITIL) can provide a set of IT best practices to help organizations deliver high-quality, business-aligned IT services. This paper discusses ITIL as a framework and describes how IBM Service Management solutions and IBM Tivoli software can help organizations make service management and ITIL processes actionable. The result is a proven approach that can help drive service excellence through improved visibility, control and automation.
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