Optimizing IT Service Management Through ITIL Frameworks: Case Studies and Best Practices

Abstract

Abstract—IT Service Management (ITSM) plays an essential role in aligning IT services with organizational goals. The Information Technology Infrastructure Library (ITIL) framework is one of the leading methodologies that organizations rely on to improve Information Technology Service Management (ITSM) practices. Through its academic analysis, case studies, theory building, and best practices, this article explores the application of the utility of ITIL frameworks. It discusses the stages of ITIL’s lifecycle and how they are applied, providing practical examples where ITIL has been implemented to enhance the efficiency, and customer satisfaction significantly. Bridging the gap between theory and practice in a new way, this paper showcases the power of ITIL to transform the modern IT organization. Keywords—ITSM, ITIL Framework, Organizational Efficiency, Customer Satisfaction, IT Operations Management