Order and transparency are essential factors when developing and operating IT infrastructures and IT services. For example, when updating network components, if the latest documentation is not available where it is needed, longer downtimes are likely to occur.

Filing documents in binders or decentralised information management is not a viable solution for the future. A documentation system fundamentally must be up-to-date and available at any time for breakdowns, maintenance or system updates.

One of the most important points in your IT service is making the structure of your digital «nervous system», which consists of software, hardware, network services and applications, transparent, manageable and controllable. To achieve this, documentation and visualisation of all IT services and the entire IT infrastructure are necessary among other things.

As ITIL processes need to use information, the benefit is improved processes across the whole of IT service delivery and support, providing the basis for strategic IT management.