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ITIL (or IT infrastructure library) is a framework of best IT service practices that can help businesses manage the risks, strengthen customer relations and build stable IT environments geared for growth, scale and change.

The goal of ITIL is to create predictable IT environments and to deliver the best customer service possible by streamlining processes and identifying opportunities to improve efficiency.

ITIL processes evolve around the five service lifecycle stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

In the Service Strategy the conceptual and strategic foundations are created, which are then translated into specific services in the Service Design and then transferred to productive operation in the Service Transition. The Service Operation ensures undisturbed operation, while the Continuous Service Improvement continuously optimises all other lifecycle phases.