ITIL is a globally-recognised framework that can be adopted in your organisation to ensure IT service management best practices are followed. Individuals can achieve ITIL Foundation, Intermediate, Expert and Master qualifications.


What is ITIL?

ITIL (the IT Infrastructure Library®), is a set of globally-adopted IT service management best practices, making ITIL the most widely accepted approach to IT service management in the world. ITIL provides best practice guidance on how to manage IT infrastructure to streamline IT services in line with business expectations.

ITIL defines the organisational structure and skill requirements of the IT operation, and documents a set of operational management procedures to assist the management of IT infrastructure to deliver business-focused services. Importantly, the operational procedures are supplier-independent and technology-neutral.


Benefits of ITIL

ITIL is the most popular and successful of all the service management frameworks. Since its initial publication in the 1990s ITIL has proved to have a positive impact on businesses that have adopted it. Germany, Spain, France and Italy have the highest ITIL adoption rates according to research conducted by BMC Software. The same research highlighted that 56% of European companies adopted ITIL in their business and 70% of European companies are aware of the framework and its numerous benefits. The main benefits of adopting ITIL cited by the respondents were:

  • Improving IT and business alignment (54%)
  • Greater productivity (51%)
  • Ensuring best practice (43%)

The benefits of adopting the framework include:

  • Alignment with business needs – ITIL has become an asset to the company where it can proactively address solutions as a response to one or more business needs. This enables successful business changes and growth with an increased competitive advantage.
  • Efficiency in service delivery – ITIL is designed to help improve customer satisfaction with IT as well as building a better perception of the company’s brand image. ITIL focuses on customers’ needs rather than on the technology issue, because better customer satisfaction leads to a better, trusting relationship.
  • Measurable, improvable services and processes – ITIL helps to increase business productivity, efficiency and effectiveness, so that IT services are more reliable and work better for the business users.
  • A common language – ITIL is used worldwide by large and small organisations. It defines common terms and concepts within a set of best practices. Almost 2,000,000 people worldwide now have an ITIL qualification and nearly 20,000 people take the introductory Foundation exam every month.

Examples of ITIL adoption in Europe

European companies are increasingly aware of the benefits that ITIL brings to business. Below are some examples of European companies and how ITIL helped to solve their challenges.

Company Why ITIL The solution
European major Telecom provider Needed to have a common application to track service management activities for all telecom assets and IT assets for better asset visibility. The company implemented ITIL best practice, enabling more than 1,000 business users to achieve operational excellence.
The challenge was that Zurich experienced a fragmented service delivery model due to its rapid growth. Needed migration of IT helpdesk and the IT outsourcing partner. ITIL gave a deep understanding of how IT processes should be working in reality and a plan to the pursuit of the transformation programme.



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