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ITIL particularly aims at the adjustment  of IT processes to user requirements by designing clearly-structured, service-oriented processes.  In doing so however not technology but services provided by the IT are used as a benchmark. Among others ITIL describes processes, roles, responsibilities, definitions and possible problems/solutions.

Over the past few years ITIL has emerged as a de facto standard. Due to ITIL´s spreading in IT organizations, a collective awareness and a standardized terminology has been established. However ITIL describes only what has to be done. How something is to be done is only briefly touched on in order to appeal to as many users as possible.