What is ITIL?

Date: 08/12/2023| Category: Best Practices Glossary| Tags:

The ITIL definition (Information Technology Infrastructure Library) describes ITIL as a set of specialized organisational capabilities for enabling value for customers in the form of services. It lays down the foundation for international standard practices that organisations and businesses alike can adopt, in part or in full, to deliver service value to their customers.


ITIL has been undergoing improvements over the years, with the first publication in the 90s focusing on standardizing IT practices. This was to create standards for IT systems that would make service delivery more efficient. The latest ITIL 4 version is more value-oriented, which explains why ITIL could be valuable for many organisations.

The ITIL processes address various aspects of IT service management including risk management, service management cost, customer relations, service strategy, and more.

What are the benefits of using ITIL Processes?

The ITIL framework continues to support organisations and individuals to gain optimal value from IT and digital services. It equips a service provider with a clear capability model, aligning them to the business strategy and customer needs.

The main benefits of the method are:

  • ITIL 4 helps businesses navigate the new technological era:
    The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.
  • ITIL 4 provides a practical and flexible basis: to support organisations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources to compete within the modern complex landscape.
  • The context of ITIL 4 has an emphasis on the business and technology world and how it works in the future with Agile, DevOps and digital transformation.
  • ITIL 4 is much more relevant to software developers, service management practitioners and businesses through promoting a holistic view of delivering products and services.
  • ITIL 4 emphasizes the importance of collaboration, transparency, automating.
  • Change is a constant state and organisations are struggling to navigate it: ITIL 4 is the best practice that supports organisations in navigating this ongoing change.
  • ITIL 4 supports faster quality and value-driven delivery for people and organisations.

The ITIL framework consists of key components like the ITIL Service Value System (SVS) and the four dimensions model.

ITIL Service Value System (SVS)

The ITIL Service Value System (SVS) represents how the various components and activities of the organisation work together to facilitate value creation through IT-enabled services. These can be combined in a flexible way, which requires integration and coordination to keep the organisation consistent.

The ITIL SVS facilitates this integration and coordination and provides a strong, unified, value-focused direction for the organisation.

The core components of the ITIL SVS are:

  • The ITIL service value chain
  • The ITIL practices
  • The ITIL guiding principles
  • Governance
  • Continual Improvement

service value system

The ITIL Service Value Chain provides an operating model for the creation, delivery, and continual improvement of services. It is a flexible model that defines six key activities that can be combined in many ways, forming multiple value streams.

The ITIL Service Value Chain is flexible enough to be adapted to multiple approaches, including DevOps and centralized IT, to address the need for multimodal service management.
The adaptability of theITIL Service Value Chain enables organisations to react to changing demands from their stakeholders in the most effective and efficient ways.

The flexibility of the ITIL Service Value Chain is further enhanced by the ITIL practices. Each ITIL practice supports multiple service value chain activities, providing a comprehensive and versatile toolset for ITSM practitioners.

ITIL Framework with the Four Dimensions Model

To ensure a holistic approach to service management, the ITIL framework outlines four dimensions of service management, from which each component of the ITIL SVS should be considered.

The four dimensions are:

  • Organisations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

itil 4 dimensions

By giving each of the four dimensions an appropriate amount of focus, an organisation ensures that ITIL SVS remains balanced and effective.

ITIL Certification Levels

In order to complete the ITIL Certification Levels, the delegates need the ITIL Foundation qualification to have access to further modules.
After the ITIL 4 Foundation certification, there are three streams and a final level:

  • ITIL Managing Professional (ITIL MP)
    ITIL Managing Professional consisting of three modules in ITIL Specialist and one in ITIL Strategist. It is aimed at IT professionals who work in cross-company technology and digital teams. The ITIL MP Stream provides practical and technical knowledge for running successful IT projects, teams and workflows.
  • ITIL Strategic Leader (ITIL SL)
    ITIL Strategic Leader consisting of ITIL Strategist and ITIL Leader. It recognizes the value of ITIL for all digitally enabled services. By becoming an ITIL Strategic Leader you will have a clear understanding of how IT influences and manages business strategy.
  • ITIL Practice Manager (ITIL PM)
    The practice modules provide shorter and more flexible training with the opportunity to bundle, mix and match modules. The first batch of 5 individual ITIL practices and Monitor, Support & Fulfil, the combined course covering all 5 practices, consist of: Service Desk, Incident Management, Problem Management, Service Request Management, Monitoring and Event Management.
  • ITIL Master
    To achieve the ITIL 4 Master certification, professionals must be able to explain and justify their ability to apply the principles, methods and techniques from ITIL in the workplace. In addition, candidates must have both the ITIL 4 Managing Professional (ITIL MP) and ITIL 4 Strategic Leader (ITIL SL) designations. The ITIL 4 Master level is due for release in 2020.
    The ITIL® Master certification confirms your ability to apply the principles, methods and techniques of ITIL in the workplace.

How to get ITIL certified

In order to obtain your ITIL Certification you need to follow a course with an AXELOS’ Accredited Training Organisations (ATOs). QRP International is an official ATO for ITIL, accredited by Peoplecert on behalf of Axelos.
QRP International is authorised to deliver ITIL Foundation and other ITIL courses.

Would you like support in order to figure out the best solution for you and your team?
We would be happy to provide more info on the different IT Service Management methods available – contact us!

Source: Axelos

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