What is IT support?
What is ITIL? A guide to ITIL and its place in modern ITSM
As organizations increasingly rely on technology to power their operations, IT teams are emerging as essential business partners. The Information Technology Infrastructure Library (ITIL)—particularly the latest version, ITIL 4—provides a framework that gives IT teams the flexibility and stability they need to support the business successfully.
Continue reading to learn more about ITIL, its guiding principles, and why it’s a crucial aspect of modern service management.
What is ITIL?
ITIL (Information Technology Infrastructure Library) is a widely accepted set of best practices designed to help organizations maximize the value of their IT investments by aligning IT services with business strategy.
ITIL vs ITSM
To understand the difference between ITIL and ITSM, let’s start by defining ITSM. ITSM, or IT service management, is how IT teams manage the end-to-end delivery of IT services to customers. This includes all the processes and activities to design, create, deliver, and support IT services. ITSM is service-centric; its core concept is the belief that IT should be provided as a service.
So, while ITSM is a methodology for delivering IT to the business, ITIL is a commonly used set of practices that outlines how to implement ITSM in a company. For those familiar with Agile methodologies, the difference between ITSM and ITIL is akin to the one between Agile and Scrum. While ITSM (or Agile) is a methodology, ITIL (or Scrum) is a framework for implementing that methodology.
The connection between the two is strong; ITIL was created with ITSM in mind. However, the distinction between the two can be boiled down to one idea: ITIL is a framework or a set of guidelines to assist in implementing the activities involved in ITSM.
The history of ITIL
ITIL is the world’s leading framework for IT service management (ITSM), continuously evolving to meet the changing needs of organizations worldwide. Since its introduction in the 1980s, ITIL has grown into a globally recognized best practice. The latest version, ITIL 4, launched in 2019, offers a modern, flexible approach that helps businesses navigate digital transformation and deliver real value. PeopleCert oversees ITIL certification and provides a wide range of courses to help professionals master the framework.
ITIL 4 guiding principles
ITIL 4 is grounded in a set of practical, universal principles that guide organizations in delivering effective IT services. These principles help businesses align IT efforts with strategic goals, adapt to change, and maximize the value of their IT investments. Explore the core guiding principles of ITIL 4 below.
Focus on value
ITIL emphasizes the importance of delivering value to the business. The focus is on understanding and meeting the organization's needs, ensuring that every IT activity contributes to the overall value proposition.
Start where you are
ITIL encourages organizations to assess their current state and build upon existing processes and practices. This principle promotes a practical and realistic approach to improvement, acknowledging each organization's unique context and circumstances.
Progress iteratively with feedback
The iterative approach is central to ITIL 4, allowing for continuous improvement. Organizations are urged to implement changes in small, manageable increments, with a constant feedback loop to refine and enhance processes over time.
Collaborate and promote visibility
Collaboration is key to successful IT service management. ITIL advocates for open communication and team collaboration, promoting visibility into processes and activities to foster a culture of shared responsibility and continual service improvement.
Think and work holistically
ITIL encourages a holistic perspective, considering the entire service value system. This principle emphasizes the interconnectedness of different components within an organization and promotes a comprehensive understanding of how they contribute to the overall business objectives.
Keep it simple and practical
Simplicity and practicality are core principles of ITIL. Organizations are advised to avoid unnecessary complexity and focus on straightforward, effective, and aligned solutions that support business goals.
Optimize and automate
Continuous optimization and automation are essential for efficiency. ITIL promotes using technology to automate repetitive tasks and streamline processes, allowing IT and operations management teams to focus on delivering value-added services.
ITIL certification
Achieving ITIL certification is valuable for IT professionals and organizations seeking to enhance their IT service management capabilities. ITIL certification provides individuals with a comprehensive understanding of ITIL processes and principles, equipping them with the knowledge and skills to contribute to effective IT operations and service delivery.
How ITIL helps businesses
ITIL plays a crucial role in supporting businesses by providing a flexible and stable framework for IT service management. The adoption of ITIL 4 brings several benefits:
- Alignment of IT goals with business goals: ITIL helps organizations align their IT goals with overall business objectives, ensuring that IT services contribute directly to the business's success.
- Cost tracking and optimization: By implementing ITIL practices, organizations can track IT costs more effectively and optimize resources to enhance cost efficiency.
- Streamlined service delivery: ITIL promotes a structured approach to service management, leading to streamlined and efficient delivery of IT services. This, in turn, contributes to improved customer satisfaction.
- Flexibility and collaboration: With an emphasis on guiding principles and a more agile framework, ITIL 4 encourages flexibility and collaboration within IT teams. This adaptability is vital as organizations evolve and seek new ways of working.
Value creation: The ITIL framework strongly emphasizes value creation, ensuring that every IT activity contributes meaningfully to the organization's overall value proposition.
ITIL is a valuable asset for organizations navigating the complexities of modern IT service management processes. Whether through certification programs or the adoption of ITIL practices, businesses can use this framework to enhance their IT capabilities and better align with the dynamic needs of the business landscape.
Put ITIL into action with Jira Service Management
ITIL provides a proven framework for aligning IT services with business goals, but the right tools bring those practices to life. Jira Service Management makes ITIL adoption practical and approachable, supporting key practices such as incident, change, problem, and request management.
By combining ITIL’s best practices with Jira Service Management’s speed, collaboration, and flexibility, your teams can deliver high-quality services that adapt to modern business needs.
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