ITIL1 is a series of books that guide business users through the planning, delivery, and management of quality IT services. ITIL is comprised of a set of internationally accepted best practices that assists organizations in aligning IT services with business requirements. ITIL provides guidance on how to link specific business and service processes together across IT departments to cross-functionally and holistically provide quality IT service support and service delivery to the Customer community.

The ITIL Certification Program is based on a "core set" of ten processes and one function. There are five processes targeted at service support and five processes focused on service delivery. The VITA Customer Care Center (VCCC) Service Desk interfaces to all ten processes to provide a single point of contact to IT from the Customer community.

The Service Support processes and goals:

  • Configuration Management- To identify record and report on all IT components that are under the control and scope of Configuration Management.
  • Incident Management-To restore normal service operation as quickly as possible and minimize the adverse impact on business operations.
  • Change Management-To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents and improve day-to-day operations.
  • Problem Management- To minimize the adverse impact of incidents and problems on the business that are caused by errors in the IT infrastructure and to prevent reoccurrence of incidents related to these errors. Problem Management seeks to get to the root cause and initiate action to remove the error.
  • Release Management- Release Management takes a holistic view of a change to an IT service and should ensure that all aspects of a release, both technical and non-technical, are considered together.

The Service Delivery processes and goals:

  • Service Level Management-To maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting to meet the customers' business objectives
  • Availability Management-To optimize the capability of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling the business to meet their objectives
  • Capacity Management-To ensure that all the current and future capacity and performance aspects of the business requirements are provided cost effectively
  • IT Service Continuity Management-To ensure that the required IT technical and services facilities can be recovered within required and agreed timescales. IT Service Continuity Planning is a systematic approach to the creation of a plan and/or procedures (which are regularly updated and tested) to prevent, cope with and recover from the loss of critical services for extended periods
  • Financial Management-To provide cost-effective stewardship of the IT assets and resources used in providing IT services

VITA Customer Care Center function and goal:

  • To provide a single point of contact for customers and an operational single point of contact for managing incidents to resolution.
  • To facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.



1ITIL (R) ITIL (R) is a Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce. Information Technology Infrastructure Library (ITIL) is produced by the Office of Government Commerce (OGC) located in the United Kingdom. Further information may be obtained from The Stationary Office (TSO) at and the International ITIL User's Group at