ITIL
acronymIT support
The IT service management framework - the shared vocabulary of incidents, problems, changes, and services that lets operations teams and their tickets speak one language.
Born in the late-1980s UK government (the CCTA's Infrastructure Library of good-practice books), ITIL grew into the world's default ITSM canon: the incident/problem/change trinity, service levels, and the service desk as a discipline all trace here. Stewardship moved to Axelos in 2013 and to PeopleCert in 2021; ITIL 4 (2019) reframed the process catalog as a service value system with practices, guiding principles, and an explicit peace treaty with Agile and DevOps. The certification ladder (Foundation upward) is the industry's most common ops credential - and the reason half the world's ticket fields are named what they are named.