The importance of the ITIL framework in managing Information and Communication Technology services

Sergio Francisco Sargo Ferreira Lopes

Best practices, framework, ICT, ITIL, ICT services.

Nowadays, whether within the corporate or academic environment, it is practically impossible to conceive professional activities without the support of Information and Communication Technologies (ICT), and it is rare to find a place where ICT is not present. In this context, over the years a variety of management frameworks have emerged or improved, which incorporate digital technologies in their methodologies. However, these frameworks aim to demonstrate a series of conducts and procedures, previously tested, based on the best corporate practices of reference companies in their areas of activity in the business environment, with the objective of applying the best management practices of ICT services and processes. The objective of this article is to demonstrate how the ITIL framework can potentially increase, qualitatively, the implementation of ICT services in professional environments.

Received: 06 Feb 2021; Received in revised form: 02 Apr 2021; Accepted: 05 May 2021; Available online: 23 May 2021

10.22161/ijaers.85.35