Where once it played only the most minor of supportive roles, information technology (IT) in business has expanded. Today, IT services are spread across every department and every function, from assisting in day-to-day communications to tracking inventory, managing recruitment practices, forecasting market changes, and more. And thanks to the recent shift towards remote and hybrid office environments, IT is becoming more integral for business operations.
With this increasing reliance on technology, organizations are discovering a need for better coordination and alignment of IT services. The Information Technology Infrastructure Library (ITIL) makes this possible, providing a clear set of best practices for IT service management (ITSM)—delivering and managing IT services within an organization. ITIL contains procedures, tasks, processes, and checklists that are not specific to any company or technology, but are widely applicable to organizational strategies, delivering value and maintaining competency in IT tasks.
The ITIL framework standardizes planning, delivery, and maintenance across the IT services lifecycle, aligning IT with customer and business needs.
ITIL was developed in the 1980s by the British government's Central Computer and Telecommunications Agency (CCTA) in response to the public sector’s growing reliance on IT. The initial framework comprised over 30 books that documented best practices gathered from various sources designed to standardize IT service management (ITSM). The goal was not to commercialize ITIL but to help the government reduce costs and errors through a consistent approach to managing IT services. Over time, these best practices proved valuable not only for the government, but also for private-sector organizations.
In 2001, the CCTA became part of the UK’s Office of Government Commerce (OGC), and ITIL’s scope continued to expand. By 2005, ITIL had aligned with the ISO/IEC 20000 standard, which set the benchmark for ITSM globally. ITIL’s utility and credibility made it the most widely adopted ITSM framework worldwide. In 2013, Ownership of ITIL transitioned to Axelos, a joint venture between the Cabinet Office and Capita. AXELOS currently manages the licensing, updates, and continued development of the framework.
Despite these many changes, the most significant update came with the release of ITIL 4 in 2019, introducing a more flexible, agile approach designed for modern IT environments. ITIL 4 encourages collaboration across departments and integrates methodologies like DevOps and Agile, marking a shift from the more process-focused ITIL v3 to a broader, value-driven approach to ITSM.
ITIL is not just another example of tech jargon; it's a critical aspect of how modern businesses navigate the complex IT landscape. ITIL provides recommendations and a framework that, while not an industry standard, is widely adopted by thousands of organizations that are reaping the benefits of improved IT coordination and alignment. This enhances the quality of service management, outcomes, and operations for organizations that choose to commit to the ITIL framework.
imply put, ITIL creates a more streamlined and efficient system for applying IT solutions to serving businesses and their customers.
The information technology infrastructure library is more than just a set of theoretical guidelines for ITSM; ITIL plays an instrumental role in enhancing organizational effectiveness and aligning IT with business objectives. The benefits of ITIL to organizations can be broadly categorized into areas that contribute to reduced costs, enhanced service quality, alignment with business goals, and adaptability.
Within these categories, the most significant business advantages of using ITIL include:
One of the most tangible benefits of ITIL is its impact on IT costs. By implementing proven best practices and standards, organizations can achieve more efficient use of resources, including digital, physical, and human assets. This naturally leads to improved productivity, lower spend, reduced waste, and optimal cost efficiency throughout the company.
ITIL fosters a professional approach to IT service provisioning, leading to improved IT services. The systematic implementation of ITIL guidelines ensures that services are delivered according to proven best practices, resulting in increased customer satisfaction. Streamlined service disruption response and management further enhance the reliability and efficiency of IT services.
With ITIL, organizations gain increased visibility into their IT costs and assets. This transparency promotes more informed decision-making and enables better understanding and increased collaboration across various departments. The principles of collaboration and holistic thinking encourage a more integrated approach, ensuring that all facets of IT management are addressed cohesively.
ITIL helps businesses manage risks, disruptions, and failures, contributing to a stable-yet-flexible environment. By establishing cost-effective practices, ITIL creates a foundation that supports growth, scalability, and change within the organization. This includes strengthening customer relations by delivering efficient services specifically tailored to meet their needs.
ITIL provides an extremely flexible service environment capable of adapting to change quickly. For organizations lacking a services framework or best practices, ITIL offers a healthy foundation that enables IT professionals to pursue job specializations and customize their approaches according to the unique needs and challenges of their organization.
Lastly, the alignment between IT departments and the overall business strategy is perhaps the single greatest advantage of embracing ITIL and is particularly emphasized in ITIL 4. ITIL principles promote a holistic understanding of how IT administrators can contribute to business objectives. Better goal alignment ensures that IT actions and decisions support the broader mission and vision of the organization, making IT a strategic partner rather than just a support function.
ITIL has undergone significant improvements over the years. Through several iterations, each improving and expanding on the last, this framework has developed into the globally recognized standard it is today. Currently, the most up-to-date version of the ITIL framework is version 4, but it’s worth understanding the previous versions to see how ITIL has evolved.
The ITIL framework was first developed in 1986 by the British government's Central Computing and Telecommunications Agency (CCTA), who recognized the increasing costs of IT and the need for a methodology that would enable cost savings and more efficient resource use. The CCTA published a set of guidelines named the Government Infrastructure Management Method (GITMM), but this was soon renamed the Information Technology Infrastructure Library in 1989, to promote wider acceptance beyond the government sector.
Released in 40 separate volumes, ITIL v1 provided guidance on subjects such as service level management, help desk management, change management, contingency planning, and even highly-technical matters like configuring backup power supplies. Despite its lack of refinement, ITIL grew in popularity with additional publications added to it throughout the 1990s.
While ITIL initially enjoyed something of a monopoly as the primary ITSM framework, the turn of the century saw growing competition with the introduction of other ITSM standards. To help ensure its continued relevance, ITIL version 2 was released in 2001. This version incorporated and defined emerging IT concepts and processes, such as ITIL incident management, IT financial management, and IT service continuity management. This version also provided best practices for a range of IT support processes.
By 2002, seven volumes of ITIL v2 were made available:
- Service Support
- Service Delivery
- ICT Infrastructure Management
- Security Management
- Application Management
- Software Asset Management
- Planning to Implement Service Management
Supplementary releases, including the ITIL v2 glossary in 2005 and the small-scale implementation guide in 2006, further clarified terms and provided enhanced insights into ITSM. This version served as an important stepping stone towards the more robust and comprehensive ITIL v3.
In 2007, ITIL v3 was released, building on the foundation of ITL v2 in order to meet the evolving responsibilities of ITSM. This updated version of ITIL was structured as a set of five publications, each corresponding to an individual stage of the IT service lifecycle:
Service Strategy
Service Strategy forms the initial stage of the IT service lifecycle. Its purpose is to align IT organization actions with business needs. There are five processes described in the Service Strategy volume, including strategy management for IT services, service portfolio management, financial management for IT services, demand management, and business relationship management.Service Design
Service Design focuses on developing and modifying IT services to meet business needs. There are eleven processes described here, encompassing aspects such as design coordination, risk management, capacity management, and supplier management (to name only a few).Service Transition
Once a service has been designed, the Service Transition phase ensures it is built and deployed onto the organization's IT infrastructure. This publication addresses eight processes, including change management, project management, application development, release and deployment management, etc.Service Operation
Service Operation ensures that operational IT services are delivered efficiently. This volume describes six processes (event management, incident management, request management, access management, problem management, and facilities management) and four functions (IT service desk, technical management, application management, and IT operations management). Service Operation is the only volume that includes functions alongside processes.Continual Service Improvement
CSI is the final stage in the service lifecycle. It reviews services periodically to identify improvement opportunities. It consists of four processes: service review, process evaluation, definition of CSI initiatives, and monitoring of CSI initiatives.
ITIL v3 represents a significant evolution in the ITIL framework, offering a more structured and comprehensive approach to ITSM. With its lifecycle-oriented view, it connects various aspects of IT service management, from strategy to continuous improvement. ITIL v3 has been instrumental in shaping modern ITSM practices, providing clear guidance and structure for IT organizations to deliver value-aligned services to the business.
ITIL v3 remained the most current version of ITIL from 2007 until 2019, when ITIL 4 was released. ITIL 4 reimagines the ITIL framework, offering a systematic approach to ITSM for more stable IT environments, reduced expenses, better awareness of risk, and enhanced customer support. The methodologies in ITIL 4 focus more on automated processes, the integration and expansion of service management beyond IT, and the improvement of collaboration and communication across the entire organization—holistically extending the focus beyond the traditional service lifecycle.
ITIL 4's holistic approach is grounded in a model that emphasizes four factors essential to successful value delivery:
- Organizations and people Aligning organizational structures and human resources to the overall strategy
- Information and technology Integrating technology solutions and managing data effectively
- Partners and suppliers Collaborating with external entities to ensure seamless service delivery
- Value streams and processes Managing processes and value streams that convert demand into value
This model contrasts with previous versions, shifting the focus from mere IT service management to a comprehensive value-driven approach. Central to the ITIL 4 framework is the Service Value System (SVS), a new model that governs how various components work together to facilitate value co-creation. SVS provides a flexible approach, enabling organizations to adapt to rapidly changing business environments.
ITIL 4 also introduces seven guiding principles that resonate well with modern software development methodologies such as Agile and DevOps:
Focus on value
Emphasize the creation and maximization of value.Start where you are
Utilize existing resources and evolve incrementally.Progress iteratively with feedback
Embrace an iterative approach and learn from feedback.Collaborate and promote visibility
Foster collaboration and maintain transparency.Think and work holistically
Embrace a comprehensive view of the system.Keep it simple and practical
Opt for simplicity wherever feasible.Optimize and automate
Enhance efficiency through optimization and automation.
The governance of ITIL 4 plays a pivotal role in maintaining organizational control and alignment. It is realized through three essential activities:
Direct
Defining and implementing strategy and policiesMonitor
Overseeing practices and procedures to ensure alignment with goalsEvaluate
Regularly reviewing and updating organizational strategies and policies
One of the most foundational changes in ITIL 4 is the reorganization and renaming of ITIL processes into "practices." These are grouped into three categories:
- General management practices such as strategy management, risk management, project management, etc.
- Service management practices include business analysis, service design, incident management, and more.
- Technical management practices include deployment management, infrastructure and platform management, and software development and management.
ITIL certifications are globally recognized credentials that validate an individual's understanding and expertise in ITSM. These certifications demonstrate how the principles of ITSM align with business strategy and contribute to effective service delivery. With the introduction of ITIL 4, the certification structure has been revamped to address modern IT and digital service practices, offering a progressive path from foundational knowledge to specialized expertise.
ITIL 4 provides three paths to certification, along with two additional extension modules.
The entry-level ITIL 4 Foundation certification provides an initial understanding of key IT and digital service delivery concepts. This stage:
- Examines operations in modern IT and digital service organizations
- Addresses ways to enhance value stream speed and efficiency
- Explores the significance of cultural or behavioral principles
- Outlines essential service management terms and concepts
Building upon the foundation stage, the ITIL 4 Managing Professional (ITIL MP) stream delves into the practical and technical knowledge needed for managing professionals to:
- Create, deliver, and support IT-enabled services
- Drive stakeholder value
- Foster high-velocity IT
- Direct, plan, and enhance successful IT-enabled workflows and teams
The ITIL Strategic Leader certification offers a more strategic perspective, preparing IT administrators to significantly influence and direct strategy. This certification comprises two components:
- ITIL 4 Strategist Direct, Plan, and Improve focuses on strategic planning and continuous improvement.
- ITIL 4 Leader Digital and IT Strategy concentrates on aligning IT and digital strategies with business goals.
In addition to the main certification paths, ITIL 4 offers two specialized extension modules. These can be pursued without prerequisites and provide deeper insights into emerging technologies:
- ITIL 4 Specialist: Sustainability in Digital and IT targets understanding and management of the environmental impact of digital and IT services.
- ITIL 4 Specialist: Acquiring and Managing Cloud Services investigates the integration of cloud technology within business strategy.
mplementing ITIL can be a complex undertaking. ITIL 4 alone is comprised of 34 distinct practices that span general, service, and technical management. Implementing them all at once can be disruptive. Therefore, a deliberate, phased approach is vital for successful ITIL implementation. Below are several best practices worth considering:
Before embarking on the ITIL journey, it is crucial to identify the driving factors behind its adoption. Business leaders must have clear and specific reasons for implementing ITIL and a solid understanding of how it should benefit the organization. Whether it's improving customer satisfaction, lowering service costs, or other objectives, having clear goals will guide the entire implementation process.
ITIL is more than a set of manuals—it requires expertise to implement effectively. Organizations may need to depend on individuals with solid ITIL certification and proven expertise to lead the initiative. This might involve investing in training or staffing changes to bring in the necessary knowledge for pursuing ITIL compliance.
Going hand in hand with knowledge and expertise is accreditation. Axelos is the current owner of ITIL personnel certification, and exams are handled by Accredited Training Organizations (ATOs). Depending on the organization's location and needs, exploring these certification options may help support the implementation process.
Start small and then build
One of the more effective strategies for ITIL adoption is to start small. Begin by implementing one or just a few of the 34 ITIL practices as proof-of-principle projects. Document the current process, then reevaluate post-adoption to see how it affects business performance. By gradually rolling out practices that demonstrate value, organizations can carefully expand framework adoption over time.Focus on outcomes
ITIL is not an end but a means to achieve specific business outcomes. The focus should always be on what ITIL compliance is supposed to achieve for the organization rather than merely implementing it. Establish metrics to measure outcomes (such as efficiency improvements or customer satisfaction enhancements) to ensure that ITIL adoption translates into tangible benefits.Ensure collaboration
Effective ITIL implementation requires everyone to be on board. It's not merely about reading the ITIL collection of e-books; it’s about adopting new procedures and best practices throughout the organization. Consider engaging in consulting, training, and certifications to prepare the team for the transitionReview, evaluate, and improve
Before and after implementing ITIL, regularly review and evaluate what problems the business is trying to solve and assess the route to continual service improvement. This ongoing assessment ensures that ITIL remains aligned with organizational needs and continues to add value for as long as it is a part of the organization's approach to ITSM.
IT has long played a significant role in business, but today the alignment of information technology with organizational objectives is more crucial than ever. As the complexities of IT environments grow, organizations must find more effective ways to streamline their processes and coordinate them with broader business goals. ITIL is a strategic framework capable of meeting this demand. By employing ITIL's structured methodology, modern businesses can enjoy improved productivity, better alignment between IT and business goals, and a more flexible service environment that adapts easily to change.
ServiceNow, the AI platform for business transformation, offers a robust AI platform to further enhance the benefits of ITIL for your business. Providing a rich set of automated capabilities , ServiceNow ITSM enables organizations to deliver AI-powered IT services built on the ITIL framework, helping organizations improve productivity, reduce costs, and drive even greater value from their IT investments.
Learn more about how ServiceNow ITSM can help bring exceptional service experiences to your business—contact ServiceNow today!