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What is ITIL? Importance and Process
Updated on 26th Apr, 23 87 Views

The Central Computer and Telecommunications Agency of the UK government created ITIL in the 1980s. Before PeopleCert acquired Axelos in 2021, it was owned by Axelos.

Organizations benefit greatly by adopting ITIL, including better service delivery, higher customer satisfaction, lower cost, and greater compliance with industry standards and regulations. As organizations try to combine digital methods and technologies to improve their IT service management, the scope of ITIL keeps changing and growing.

Table of Contents:

What is ITIL?

What is ITIL?

Information Technology Infrastructure Library (ITIL) is a collection of best practices for IT Service Management (ITSM) focusing on matching business requirements with IT services. ITIL offers an organized method for managing IT services, including design, transition, delivery, and ongoing support. 

Since its original release, ITIL has undergone several updates. The most recent is ITIL V4, which was released in 2019. ITIL helps businesses ensure that their IT services are provided effectively, efficiently, and in a way that satisfies customers and other stakeholders.

ITIL is based on a process-driven approach to IT service management, with each process being supported by a set of activities, inputs, outputs, and roles and responsibilities.

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Why ITIL is Important?

ITIL can help organizations strengthen their IT service management procedures,  remain on top of technology advancements, and stay ahead of competitors. There are several benefits of the ITIL framework for IT service management, including-

Improved service delivery- Service delivery is enhanced because ITIL offers a standardized method for delivering and supporting IT services. This method can assist organizations in delivering services more successfully and economically.

Better alignment with business goals- ITIL brings together the business and IT aspects of an organization by making sure that the goals and objectives of both are aligned. 

Enhanced customer satisfaction- Organizations can enhance the quality of their IT services and raise customer satisfaction by following ITIL’s best practices.

Reduced costs- By increasing the effectiveness of IT service delivery and lowering incident and problem rates, ITIL can help organizations save money.

Better risk management- The incident and change management process of ITIL focuses on preventing and fixing service outages.

Better compliance- ITIL helps businesses adhere to and adopt industry rules and standards.

ITIL Process

ITIL processes are organized into five main stages: service strategy, design, transition, operation, and continual service improvement. Each stage is aligned to a set of processes that are designed to help organizations deliver and support IT services effectively.

Service Strategy- The service strategy stage is the first stage of the ITIL framework and focuses on defining the overall strategy for delivering and supporting IT services. This stage involves determining the service portfolio, a list of all the services an organization offers. The service portfolio is used to identify customer needs that each IT service is designed to meet and determine the IT services that can be offered.

Service Design- The service design stage focuses on designing IT services that will be delivered to meet business needs. This stage includes processes such as service level management, capacity management, and availability management. The goal of this stage is to design IT services that are reliable, efficient, and meet the needs of the business.

  • Service-level management: The process of identifying and deciding on the degree of service to be offered to clients is known as service-level management. This entails establishing service-level goals and contracts as well as tracking and reporting on the effectiveness of IT services. This procedure aids in making sure that customers’ wants are met and that IT services are consistently and dependably provided.
  • Capacity management: The process of making sure IT services can satisfy the needs of the business is known as capacity management. This entails estimating the demand for IT services in the future, making plans for capacity expansion, and controlling the capacity of IT services to make sure they can support the demands of the business.
  • Availability management: It is the process of making sure that IT services are available and accessible when needed. This includes defining the availability requirements for IT services, monitoring the availability of IT services, and managing the availability of IT services to ensure that they meet the needs of the business.

Service Transition- The service transition stage involves transitioning IT services from design to live operation. This stage includes processes such as change, release, and deployment management. It aims to ensure that IT services are transitioned smoothly and efficiently, with minimal disruption to the business.

  • Change management: The process of managing changes to IT services is known as change management. This includes overseeing the deployment of changes to IT services as well as identifying the risks involved and the impact of changes. This procedure aids in making changes to IT services controllable, effective, and least disruptive.
  • Release management: The process of managing the release of new or upgraded IT services is known as release management. This comprises organizing the deployment of IT services, testing them before release, and managing their deployment. Such a procedure ensures minimal disturbance to the business as IT services are released in a controlled and effective manner.
  • Deployment management: It is the process of managing the deployment of IT services to live operations. This includes planning, managing, and monitoring the deployment to ensure that it is completed successfully. This process helps to ensure that IT services are deployed smoothly and efficiently, with minimal disruption to the business.

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Service Operation- The service operation stage focuses on delivering and supporting the IT services that have been designed and transitioned. This stage includes incident management, problem management, and request fulfillment. The goal of this stage is to deliver and support IT services reliably and efficiently.

  • Incident management: It is the process of managing incidents (unexpected events that disrupt IT services). This includes identifying and reporting incidents, managing the resolution of incidents, and restoring IT services to normal operation as quickly as possible. It helps to ensure that incidents are resolved quickly and efficiently, with minimal disruption. 
  • Problem management: It is the process of managing problems (the underlying causes of incidents). This includes identifying and analyzing problems, managing the resolution of problems, and implementing measures to prevent similar problems from occurring in the future. 
  • Request fulfillment: It is the process of managing requests for IT services. This includes receiving and processing requests and managing and monitoring the fulfillment of requests to ensure that they are completed promptly and efficiently. 

Continual Service Improvement- The continual service improvement stage focuses on improving IT services to meet changing business needs. This stage includes processes such as service level management, performance management, and customer satisfaction management. This stage aims to improve the quality and efficiency of IT services and ensure that they continue to meet the needs of the business.

  • Service-level management: It is a continuous process of evaluating and improving customer service levels. This includes monitoring and reporting on the performance of IT services, and making changes to improve their quality.
  • Performance management: It is the process of monitoring and managing the performance of IT services. This includes setting performance targets, monitoring the performance of IT services, and making changes to improve the performance of IT services. 
  • Customer satisfaction management: It is the process of managing customer satisfaction with IT services. This includes gathering feedback from customers, measuring customer satisfaction with IT services, and making changes to improve customer satisfaction. This process helps to ensure that IT services are delivered in a way that meets the needs of customers and that they are satisfied with the services provided.

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What is ITIL Certification?

What is ITIL Certification?

Do you know that over 4 million ITIL certificates have been awarded since its launch, indicating the enormous value that organizations and individuals place on it?

ITIL certification is a recognition that demonstrates an individual’s knowledge and understanding of the ITIL frameworks for IT service management. 

The significance of ITIL certification lies in showing a person’s experience of ITSM and dedication to best practices. This can be helpful in the job market because many companies prefer or demand IT experts who have earned their ITIL certification. A greater understanding of ITSM and how to apply best practices in actual situations can also be gained through ITIL certification.

Additionally, companies that use ITIL frequently demand that their employees are ITIL certified to make sure that everyone uses a single language for ITSM and works to the same standard. ITIL certification can also help organizations to improve their IT services, as it provides a framework for continuous improvement and a way to measure and track progress.

Difference between ITIL V3 and V4

Difference between ITIL V3 and V4

ITIL V3 and ITIL V4 are two versions of the Information Technology Infrastructure Library (ITIL), a framework for IT service management. While both versions provide guidance on best practices for ITSM, there are some crucial differences between ITIL V3 and V4.

  •  ITIL V4 places greater emphasis on the integration of ITSM with broader business strategies and the use of agile and DevOps methodologies. On the other hand, ITIL V3 focuses more on process-driven ITSM.
  • ITIL V4 is organized around four domains – Focus on Value, Plan, Improve, and Engage. 

    Whereas, ITIL V3 was organized around five stages – Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
  • ITIL V4 introduces the concept of the Service Value System, which provides a holistic view of how value is created and delivered through IT services, but this concept is not present in ITIL V3.
  • ITIL V4 certification replaces the ITIL V3 certification program. 

    The ITIL V4 certification program consists of three levels: ITIL Foundation, ITIL Managing Professional, and ITIL Strategic Leader.

When compared to ITIL V3, ITIL V4 is more adaptable, encourages value creation, and takes an agile and modern approach. Organizations that have already adopted ITIL V3 may find it challenging to migrate to ITIL V4, and they must evaluate the benefits and drawbacks before making the switch.

Career Transition


ITIL is a widely recognized framework for IT service management that provides a structured approach to delivering and managing quality IT services. ITIL helps organizations to align their IT operations with business goals, improve service delivery, manage risk, and increase stakeholder satisfaction.

ITIL offers enterprises a road map for achieving their IT service management goals with a focus on continuous improvement and a flexible, value-driven approach. Whether you are just getting started or trying to advance your ITSM practices, ITIL can assist you in achieving your objectives and providing the best IT services to your customers and stakeholders.

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