TIL – IT Service Management Best Practices Framework

Scope:
ITIL (Information Technology Infrastructure Library) is a best-practice framework that enables organizations to manage IT services in alignment with business objectives in an efficient and sustainable manner. The system infrastructure established within this scope includes service lifecycle management (service design, transition, operation, and continual improvement), incident and problem management, change management, service level management (SLA), and user support processes. In this way, IT services are structured into a standardized, measurable, and controllable framework.

Benefits:
IT service quality is improved and service disruptions are minimized. User satisfaction increases and support processes become faster. Service continuity is ensured, operational efficiency is enhanced, and costs are optimized. At the same time, IT processes become transparent and traceable, strengthening performance management and fostering a culture of continuous improvement.

Regulations:
The system infrastructure established under ITIL supports compliance with IT service management, data security, and sector-specific regulations in Türkiye and the European Union. In Türkiye, key obligations include service continuity, data security, and system management requirements under the Personal Data Protection Law (KVKK), the Electronic Communications Law, and the Banking Law. In addition, regulations issued by the Information and Communication Technologies Authority (BTK), the Banking Regulation and Supervision Agency (BDDK), and the Capital Markets Board (SPK) on information systems and service continuity are also binding. In the European Union, IT service security, continuity, and resilience requirements are regulated under the General Data Protection Regulation (GDPR), the NIS Directive, and the Digital Operational Resilience Act (DORA).

Through the ITIL framework, organizations standardize IT service processes, monitor service levels, manage incidents and changes effectively, and operate continuous improvement mechanisms. This structure facilitates compliance with service continuity, data security, and performance requirements while establishing a strong and sustainable IT service management system for audit processes.