The technology-based services market is gaining more and more importance, at an increasingly accelerated pace. The trend towards digitalization means that service customers seek not only digital alternatives, but also that service providers respond to customer requests immediately, regardless of their nature. The growing importance of these trends places increased pressure on organizations, which will only be able to keep up with the pace of the markets if they increase the efficiency of their processes and resources.

The ITIL (Information Technology Infrastructure Library) is a framework of recognized best practices accepted internationally crucial to the adequate integration of information technologies in service management, which can support the companies in the key points mentioned above.

These good practices include processes, tasks, procedures, and checklist that, when applied to IT service management, promises to solidify the delivery of these services from organizations. Above all, the main objective of ITIL is to systematize the management of IT services in organizations so that they can become more competent and capable of accompanying the markets in constant change and evolution.