What Is ITIL? (Information Technology Infrastructure Library)
ITIL is a globally recognized framework of best practices for delivering high‑quality IT services.
It provides guidelines for how IT departments should organize, manage, and continuously improve the services they deliver to the business.
Originally developed by the UK government, ITIL has become the most widely adopted IT service management (ITSM) framework worldwide.
Core Purpose of ITIL
ITIL answers one key question:
How should IT deliver value to the business consistently and efficiently?
It focuses on:
- Aligning IT with business needs
- Reducing costs
- Improving service quality
- Managing risks
- Increasing customer satisfaction
- Ensuring predictable and repeatable processes
ITIL Versions (Historical Context)
ITIL v2
- Introduced service support and service delivery.
ITIL v3 / ITIL 2011
Organized around a service lifecycle, divided into 5 stages:
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement (CSI)
ITIL 4 (Current Framework)
Released in 2019, ITIL 4 moves from process-based to value-driven, flexible practices compatible with:
- Agile
- DevOps
- Lean IT
ITIL 4 introduces the Service Value System (SVS) and 34 ITIL practices.
ITIL 4 Service Value System (SVS)
At the heart of ITIL 4 is the SVS, which ensures that all organizational components work together to create value.
Components of the SVS:
1. Guiding Principles
2. Governance
3. Service Value Chain
4. Practices (34 ITIL practices)
5. Continual Improvement
ITIL Guiding Principles
These high-level recommendations apply to any organization:
1. Focus on value – Everything should aim to deliver value to customers.
2. Start where you are – Don’t rebuild systems unnecessarily.
3. Progress iteratively with feedback – Small, controlled steps.
4. Collaborate and promote visibility – Remove silos.
5. Think and work holistically – IT and business must connect.
6. Keep it simple and practical – Avoid unnecessary complexity.
7. Optimize and automate – Improve efficiency.
ITIL Service Value Chain
The value chain is a flexible model showing how services are created and delivered.
It consists of 6 activities:
1. Plan
2. Improve
3. Engage
4. Design & Transition
5. Obtain/Build
6. Deliver & Support
These activities allow IT teams to transform demand into valuable services.
The 34 ITIL Practices (Grouped)
1. General Management Practices
- Architecture Management
- Continual Improvement
- Information Security Management
- Knowledge Management
- Project Management
- Relationship Management
- Risk Management
- Service Financial Management
- Strategy Management
- Supplier Management
- Workforce & Talent Management
2. Service Management Practices
- Availability Management
- Business Analysis
- Capacity & Performance Management
- Change Enablement
- Incident Management
- IT Asset Management
- Monitoring & Event Management
- Problem Management
- Release Management
- Service Catalog Management
- Service Configuration Management
- Service Continuity Management
- Service Design
- Service Desk
- Service Level Management
- Service Request Management
- Service Validation & Testing
3. Technical Management Practices
- Deployment Management
- Infrastructure & Platform Management
- Software Development & Management
Key ITIL Concepts (Detailed Yet Simple)
1. Incident Management
- Restore normal service as quickly as possible.
- Example: Fixing a user’s Wi-Fi or restoring a crashed application.
2. Problem Management
- Identify and fix the root causes of incidents.
- Example: Investigating repeated system crashes.
3. Change Enablement (formerly Change Management)
- Control risks when making changes to IT systems.
- Types include:
- Standard changes
- Normal changes
- Emergency changes
4. Service Desk
- Central point of contact for users experiencing issues or requesting help.
5. Configuration Management (CMDB)
- Tracks all IT assets and how they relate to each other.
6. Service Level Management
- Defines and tracks service quality using SLAs, OLAs, and KPIs.
Why Organizations Use ITIL
Benefits:
- Improved service reliability
- Reduced operational costs
- Better risk and compliance management
- Higher customer satisfaction
- Better alignment between IT and business
- Clearer communication across teams
ITIL is widely used in:
- Banks
- Hospitals
- Government agencies
- Cloud service providers
- MSPs (Managed Service Providers)
- Large corporations
ITIL Certifications
Common certifications include:
1. ITIL 4 Foundation
2. ITIL 4 Managing Professional (MP)
3. ITIL 4 Strategic Leader (SL)
4. ITIL Master (highest level)
Short Summary
ITIL is:
- A framework
- For managing IT services
- Using best practices
- To ensure consistent, efficient, high‑quality service delivery