ITIL or IT Infrastructure Library is an integrated set of best-practice documents with common definitions and terminology.  The ITIL framework comprises seven "sets" of documents covering; Service Support, Service Delivery, ICT Infrastructure Management, Security Management, Planning To Implement Service Management, The Business Perspective, and Applications Management.

It was first developed in the late 1980's by the Central Communications and Telecom Agency (CCTA) of the British Government; ITIL is rapidly becoming the standard for IT service management.

ISO/IEC 20000 is a standard used to benchmark an organizations capability in delivering IT Service Management.  First released in December 2005, ISO 20000 is two sets of standards built on the ITIL best practice methodology.

ISO 20000-1 "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". It comprises ten sections:

1. Scope; Terms & Definitions
2. Planning and Implementing Service Management
3. Requirements for a Management System
4. Planning & Implementing New or Changed Services
5. Service Delivery Process
6. Relationship Processes
7. Control Processes
8. Resolution Processes
9. Release Process

ISO 20000-2 is a "code of practice", and describes the best practices for service management within the scope of ISO20000-1. It comprises nine sections:

1. Scope; Terms & Definitions
2. The Management System
3. Planning & Implementing Service Management
4. Service Delivery Processes
5. Relationship Processes
6. Resolution Processes
7. Control Processes
8. Release Management Processes