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What is ITIL? Definition, Framework, and Principles

ITIL is the globally recognised framework for IT service management, guiding organisations in delivering high-quality IT services aligned with business goals. Discover ITIL's principles, updated practices, and how it shapes modern ITSM.
What is ITIL? Definition, Framework, and Principles
Contents

What is ITIL?

ITIL, or the Information Technology Infrastructure Library, is a globally adopted framework for IT Service Management (ITSM). Developed in the 1980s and now managed by Axelos, ITIL defines best practices for designing, delivering, and improving IT services to support business objectives. ITIL helps organisations structure their IT processes, roles, and responsibilities to ensure IT services deliver value to customers and the business.

  • ITIL provides a set of detailed practices for ITSM.
  • Focuses on aligning IT with business needs.
  • Enables continual improvement, risk reduction, and service optimisation.

ITIL 4: Key Updates and Improvements

The most recent version, ITIL 4, was introduced by Axelos in 2019 to address modern digital transformation challenges:

  • Emphasises the Service Value System (SVS) and service value chain.
  • Introduces a holistic approach with four dimensions of service management.
  • Focuses on flexible value streams and stakeholder co-creation of value.
  • Updates core ITIL processes to practices, reinforcing continual improvement.
  • Integrates agile, DevOps, and lean methodologies.

Differences from earlier versions:

  • Broader focus from ITSM processes to end-to-end service and value delivery.
  • Greater adaptability for digital businesses and cloud environments.
  • Improved role of value streams and stakeholder experience.

Core Principles of ITIL 4

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimise and automate

Core Processes and Practices

ITIL outlines essential processes for effective IT Service Management within a service lifecycle context. In ITIL 4, these are termed practices:

  • Incident management
  • Problem management
  • Change management
  • Configuration management
  • Service desk
  • Continual improvement
Common ITIL 4 Practices and Purposes
Practice/Process Purpose
Incident management Restore normal service as quickly as possible
Problem management Identify and address root causes of incidents
Change management Ensure controlled and successful implementation of changes
Service desk Provide a single point of contact for IT users and issues
Configuration management Maintain information about IT assets and configurations
Continual improvement Incrementally enhance services and practices

Roles and Responsibilities in ITIL

  • Service owner
  • Process owner
  • Change manager
  • Incident manager
  • Configuration manager

ITIL Certification Pathways

ITIL certification validates IT professionals’ knowledge of ITIL framework, processes, and practices. Certification is managed globally, often starting with the ITIL Foundation and advancing through more specialised levels.

  • ITIL Foundation
  • ITIL 4 Managing Professional
  • ITIL 4 Strategic Leader
  • ITIL Master

Certifications benefit careers in IT service management, IT strategy, and IT governance, and are aligned with globally recognised standards such as ISO/IEC 20000.

Benefits of ITIL

  • Standardises IT service management across the organisation
  • Improves service delivery and quality
  • Facilitates continual improvement and efficiency
  • Reduces IT risks and service outages
  • Enhances collaboration between IT and other business units
  • Supports compliance with international standards
  • Enables measurable value creation for stakeholders

ITIL vs Other ITSM Frameworks

Comparison: ITIL, COBIT, and ISO/IEC 20000
Framework Scope Main Focus Strengths
ITIL IT Service Management Best practices, service lifecycle, continual improvement Comprehensive, widely recognised, flexible
COBIT IT Governance Control, audit, risk management Alignment of IT with business goals, strong compliance
ISO/IEC 20000 IT Service Management standard Certification, compliance, quality management Internationally accredited, structured, measurable

FAQs

What is ITIL and how does it work?

ITIL is a set of best practices and principles for IT service management, helping organisations manage IT services throughout their lifecycle—from strategy to continual improvement—by providing standardised processes and roles.

What is meant by ITIL certification?

ITIL certification demonstrates an individual’s understanding of ITIL concepts, processes, and practices. It verifies their ability to apply ITIL methods to enhance IT service management within organisations.

What are the 5 stages of ITIL?

Earlier versions of ITIL outlined five stages in the service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement. ITIL 4 introduces a more flexible service value system but retains the focus on continual value delivery.

Is ITIL still relevant in 2025?

Yes, ITIL remains highly relevant, especially with updates in ITIL 4 addressing digital transformation, cloud computing, agile, and DevOps methodologies to help organisations modernise their ITSM practices.

How does ITIL compare to COBIT or ISO/IEC 20000?

ITIL offers best practices for ITSM, COBIT focuses on IT governance and control, while ISO/IEC 20000 is an international certification standard for IT service management. Many organisations use ITIL alongside COBIT or ISO/IEC 20000 for a holistic approach.

References & Further Reading

IT Learning Library™ online training

ITIL framework for IT service management

ITIL is a globally recognised IT service management (ITSM) framework. ITIL 4 is the latest version, evolving from ITIL v3 and previous ITIL versions. ITIL best practices help organisations achieve business goals through efficient ITIL processes and ITIL strategies. The ITIL lifecycle consists of stages critical for service delivery, covering ITIL concepts such as ITIL methodology, ITIL modules, and ITIL functions.

ITIL certification and training

Professionals can pursue ITIL certification, including ITIL foundation and advanced ITIL qualifications. ITIL courses and ITIL training guide candidates to pass the ITIL certification exam and ITIL exam. ITIL implementation ensures that IT services align with business needs and value. ITIL glossary and ITIL guidelines provide resources for ITIL practitioners and IT managers.

ITIL integration with management practices

ITIL integrates with Change management, Incident management, Configuration management, Project management, and Program management. ITIL also supports Risk management, Quality management, Governance, and Corporate governance of information technology. The ITIL framework works alongside COBIT, PRINCE2, Agile software development, DevOps, and Cloud computing. Continual improvement process and Monitoring and evaluation are key ITIL principles for service enhancement.

ITIL roles, functions, and practices

ITIL roles include stakeholders, service providers, and end users. ITIL functions and ITIL practice modules help IT departments manage assets, storage, data centres, and infrastructure. ITIL theory and ITIL practices optimise operational efficiency and customer satisfaction, ensuring service quality and business continuity.

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