ITIL® - IT Service Management
ITIL is the most widely adopted guidance for IT service management worldwide. It is the best practice that can be adapted for use in all business and organizational environments.
What is ITIL?
ITIL is used by millions of professionals globally. Businesses are built on ITIL. ITIL supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs.
ITIL, a professionally recognized certification scheme, provides comprehensive, practical and proven guidance for establishing a service management system, providing a common glossary of terms for businesses using IT enabled services.
ITIL was created by experts who incorporated the learning experiences and practices of leading organizations, ‘best-inclass’ practitioners and IT service providers from around the world. Since its introduction in the 1980’s, ITIL has proved itself through the positive impact it has brought to businesses that adopt its practices.
ITIL provides an extensive body of knowledge, capabilities and skills. It is accessible through publications, training, qualifications and support tools, and is available in many languages.
More than 2,000,000 qualified practitioners across 180 countries
Millions of global daily users
25 years of adoption & adaption by organisations
A set of best practices applicable to nearly every organisation
The ITIL Qualification Scheme
ITIL adopts a ‘lifecycle’ approach to IT services, focusing on practices for service strategy, service design, service transition, service
operation and continual service improvement. A summary of these five lifecycle stages is as follows:
■■ Service strategy – the collaboration between business strategists and the IT service provider to develop IT service strategies that support the business strategy
■■ Service design – the design of the overarching IT architecture and each IT service to meet customers’ business objectives by being both fit for purpose and fit for use
■■ Service transition – the management and control of changes into the live IT operational environment, including the development and transition of new or changed IT services
■■ Service operation – the delivery and support of operational IT services in such a way that they meet business needs and expectations and deliver forecasted business benefits
■■ Continual service improvement – the process of learning from experience and adopting an approach which ensures continual improvement of IT services.