1. ITIL® best practice framework

1.1 What is ITIL®?

First of all, the word ITIL ^® is an acronym made up of the first letters of the following four words:

• information ;

• technology ;

• infrastructure ;

• library.

We can translate this into French as "library of information technology infrastructure".

In the 1980s, following the difficulties in coordinating the various IT systems encountered in the run-up to the Falklands War, Margaret Thatcher's government imposed a policy of systematic competition with the private sector on British public administrations. A task force,...