ITIL – What Is It?

The ITIL methodology is one of the most recognized sets of best practices in IT service management. Its fundamental principles help organizations improve service quality and adapt their operations to rapidly changing business needs. What exactly is ITIL, what processes does it cover, and why is it worth using proven practices in your organization?

What Is ITIL?

ITIL (Information Technology Infrastructure Library) is a universal framework for managing and delivering operational IT services. The origins of ITIL date back to the 1980s, when the first rulebooks were developed. As technology and organizational needs evolved, the framework required continuous updating, which led to several revisions of the original publications. The latest update, ITIL 4, aligned with modern business requirements, was introduced on 18 February 2019. This version focuses on value creation and increased operational efficiency while eliminating unnecessary costs and risks.

The ITIL 4 methodology includes five stages of the IT service lifecycle: strategy, design, transition, operation and improvement. ITIL describes processes and best practices for managing IT infrastructure and services. The goal is to ensure stable and efficient IT operations. The framework is universal—its methodology can be applied, in whole or in part, in any organization.

What Does ITIL 4 Involve? Methodology and Guiding Principles

The core intention of ITIL 4 is to build a foundation of best practices that support effective management of an organization’s IT structure. The aim is to provide stable, high-performance IT services that contribute to achieving business goals. The ITIL 4 methodology is based on seven updated guiding principles that support decision-making related to IT service management. What are these principles?

• Focus on value – directing actions toward creating added value (tangible or intangible) for users, customers and partners.
• Start where you are – improving existing processes and updating current activities based on data analysis instead of starting from scratch.
• Progress iteratively with feedback – dividing projects into smaller tasks and continuously evaluating progress until the goal is reached.
• Collaborate and promote visibility – using transparency to increase engagement and strengthen collaboration with teams, customers, suppliers and users.
• Think and work holistically – considering the interdependence of all processes and services when planning strategy.
• Keep it simple and practical – simplifying actions and focusing on essential steps that allow problems to be solved with minimal effort.
• Optimize and automate – identifying and eliminating bottlenecks, then using automation to improve the efficiency of optimized processes.

Key ITIL 4 Processes

The ITIL library focuses on the five stages of the IT service lifecycle. Each stage includes a set of ITIL processes necessary for effective IT infrastructure management.

1. Service Strategy

Developing strategic capabilities and competencies in managing IT services.

• Strategy Management for IT Services
• Financial Management for IT Services
• Service Portfolio Management
• Demand Management
• Business Relationship Management

2. Service Design

Designing new services or modifying existing ones.

• Design Coordination
• Service Catalogue Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management (ITSCM)
• Information Security Management
• Supplier Management

3. Service Transition

Planning, managing and implementing IT service changes.

• Project Management (Transition Planning and Support)
• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Service Validation and Testing
• Change Evaluation
• Knowledge Management

4. Service Operation

Coordinating and performing activities required for delivering services to users and customers.

• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Desk function
• Technical Management
• IT Operations Management
• Application Management

5. Continual Service Improvement

Assessment and improvement of service quality and related processes.

ITIL 4 Practices – Benefits for Organizations

The ITIL 4 methodology supports companies in flexible and stable IT service management. ITIL helps standardize operations, improve services and generate added value for recipients. Better use of available resources enables organizations to increase efficiency and adapt to current business requirements. Moreover, implementing ITIL practices can significantly simplify compliance with the NIS 2 Directive, which requires essential entities to implement appropriate technical and organizational measures to manage cybersecurity risks.