ITIL is the most widely used best-practice framework for managing IT services: it describes how to plan, deliver, support and improve services through processes such as incident, problem, change and service level management. It is not a certifiable standard for companies but a guide each organization adapts.
Related term in this glossary: ITSM and help desk
ITIL 4, Information Technology Infrastructure Library, IT best practices
Related terms
Disaster recovery plan (DRP)
A disaster recovery plan, or DRP, is the document that defines how a company restores its IT systems, data and operations after a serious event, such as ransomware, a fire or a data center outage. It sets owners, priorities, procedures and recovery time targets (RTO and RPO).
ITSM and help desk
ITSM (IT service management) is the way IT organizes how it delivers and supports its services, with clear processes to log incidents, handle requests and manage changes. The help desk is the single point of contact where users report problems and get follow-up through tickets.
Backup
A backup is a copy of your company's data and systems stored somewhere else so you can restore them if the original is lost, damaged or encrypted by ransomware. A good practice is the 3-2-1 rule: three copies, on two different types of media, with one of them offsite or in the cloud.
SLA (service level agreement)
An SLA (service level agreement) is the part of a contract in which a provider commits to measurable targets: availability, response time, resolution time and penalties if it misses them. For example, an SLA can state that a critical incident is handled in under 15 minutes, 24 hours a day.
RTO and RPO
RTO and RPO are the two numbers that define a recovery plan. RTO (recovery time objective) is the maximum time a system can be down before it hurts the business. RPO (recovery point objective) is the maximum amount of data you accept losing, measured in time since the last copy.
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