What is ITIL? The ultimate guide to the IT Infrastructure Library

What is ITIL?

Information Technology Infrastructure Library (ITIL) is a framework that helps organizations align IT services with business needs. ITIL outlines best practices for managing IT services, focusing on optimizing service delivery, managing risks, and strengthening customer relationships.
It provides a structured approach that helps businesses improve efficiency and ensure
customer satisfaction.

Every modern business uses IT systems—they’re the hardware, software, and technological networks that help organizations communicate with customers and deliver outstanding employee service. These systems are crucial to business success and should command the same attention as marketing strategies and financial planning.

Information Technology Infrastructure Library (ITIL) is a system that helps teams keep IT systems and processes running smoothly and swiftly complete corrective actions if networks go down. In this article, we’ll break down what ITIL is, how it works, and why it matters for businesses of all sizes.

More in this guide:

• ITIL vs. IT service management
• The evolution of ITIL
• Benefits of ITIL
• How to use ITIL
• ITIL certification levels
• Common ITIL challenges
• Frequently asked questions
• Refine your ITIL with Zendesk

ITIL vs. IT service management

ITIL and IT service management (ITSM) are related concepts but have slightly different definitions. ITSM is a framework that covers everything an organization does to design, deliver, manage, and improve IT services. It prioritizes improving experiences for clients and delivering
internal customer service.

ITSM focuses on areas like:

• Problem management

• Incident management

• Asset management

• Service request management

The evolution of ITIL

ITIL has gone through several iterations throughout the years. Here are a few of the notable versions.

ITIL

The first version of ITIL was developed in the 1980s by the U.K. government’s Central Computer and Telecommunications Agency (CCTA). It was created to establish best practices for IT service management in government organizations. This initial framework had roughly 40 volumes, covering various aspects of IT operations and service delivery.

ITIL 2

Released in 2001, ITIL 2 streamlined the original framework, consolidating its guidance into a more manageable set of seven main volumes. It established frameworks for incident management, problem management, change management, and service level agreements (SLAs)—all critical for ensuring smooth IT operations.

ITIL 3

In 2007, ITIL 3 introduced a lifecycle-based approach to IT service management. This edition emphasized business alignment, ensuring IT services were efficient and strategically valuable. One of its key contributions was defining the five stages of the ITIL Service Lifecycle:

• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement

ITIL 3 gained popularity for integrating IT management with broader business objectives.

ITIL 4

ITIL 4 emerged in 2019, representing the most modern and adaptable version. It shifts from rigid processes to a more holistic, value-driven approach, incorporating Agile, DevOps, and Lean principles. ITIL 4 introduced the ITIL Service Value System (SVS) and four dimensions of service management:

• Information and Technology

• Value Streams and Processes

• Organizations and People

• Partners and Suppliers

These ensure that IT services support business needs, drive innovation, and help businesses remain adaptive and customer-centric.

Benefits of ITIL

Implementing ITIL can provide significant advantages for organizations looking to optimize their IT service. A few of the most impactful include:

• Improved service quality: ITIL helps organizations standardize processes, establish better procedures, and improve their IT service desk. This can lead to more reliable and consistent IT services that meet business and customer needs.
• Better incident management: ITIL provides a clear framework for handling IT issues quickly and effectively, minimizing downtime and improving system reliability.
• Enhanced customer satisfaction: With improved service delivery and faster issue resolution, both internal users and external customers experience better IT support.
• Increased efficiency: By streamlining workflows and reducing wasted resources, ITIL helps businesses cut unnecessary costs while maximizing productivity.

Organizations can use ITIL to transform their IT departments from reactive problem solvers into proactive, value-driven teams that contribute directly to business success.

How to use ITIL

To make the most of ITIL, you should follow a few steps to help you use the framework most effectively. Consider completing tasks like:

• Assessing current processes: Review your IT support structure, customer support system, and employee service management to identify pain points and areas for improvement.
• Prioritizing key deficiencies: After assessing your operations, focus on specific, high-impact areas you are deficient in, like incident management or change management. This will give you a framework for rolling out your new ITIL strategy.
• Adopting a gradual approach: As you introduce ITIL to your operations, start in phases rather than overhauling your entire system. Doing so can help your team transition and make the process smoother.
• Training IT staff and gaining certifications: As you continue your ITIL journey, educate your employees and consider ITIL certification to develop in-house expertise—more information below.
• Embracing continuous improvement: Monitor your progress as you implement and improve ITIL processes. This can help you use ITIL most effectively and improve your IT services.

By integrating these ITIL tips, businesses can build a proactive IT culture that drives long-term success.

ITIL certification levels

IT professionals or organizations that want to develop expertise can work towards ITIL certification. The program follows a structured approach, offering multiple levels that build upon one another:

• ITIL Foundation: The entry-level certification that provides a broad overview of ITIL concepts, terminology, and key practices. It is ideal for beginners and does not require prior experience.
• ITIL Managing Professional (MP): This level is designed for IT professionals who manage technology teams and includes four modules:

  • ITIL 4 Specialist: Create, Delivery, and Support

  • ITIL 4 Specialist: Drive Stakeholder Value

  • ITIL 4 Specialist: High-Velocity IT

  • ITIL 4 Strategist: Direct, Plan, and Improve

• ITIL Strategic Leader (SL): Focuses on the strategic alignment of IT with business goals, making it suitable for senior IT managers and decision-makers. This path includes two modules:

  • ITIL 4 Strategist: Direct, Plan, and Improve

  • ITIL 4 Leader: Digital and IT Strategy

• ITIL Master: The highest certification level, demonstrating deep expertise in ITIL principles and real-world implementation. It requires extensive experience and a practical assessment rather than a traditional exam.

Earning ITIL certifications can help employees enhance their career prospects and improve IT service management skills. Also, having ITIL experts in-house can empower organizations to
improve internal support and implement ITIL effectively.

Common ITIL challenges

While ITIL offers a structured approach to IT service management, organizations often face challenges when implementing it. Some of these include:

• Lack of flexibility: Organizations that don’t modify ITIL to fit their needs may face challenges. Don’t be afraid to customize the method.
• Complexity: While you should customize ITIL, it can still be overwhelming. Ensure all key stakeholders see the benefits of ITIL and work together to ensure effective adoption.
• Change resistance: ITIL often requires shifting existing workflows and mindsets, which can result in pushback from employees accustomed to less formalized IT management.
• High implementation costs: Training staff, hiring ITIL-certified professionals, and investing in ITIL-compliant tools could be costly, making it challenging for organizations with limited budgets.

To overcome these challenges, businesses and IT service desks should customize ITIL to fit their needs, focus on high-impact areas first, and ensure leadership supports the adoption process.

Frequently asked questions

Refine your ITIL with Zendesk

ITIL is a framework that can help you hit your organizational IT goals and support your customers and employees. A good way to start is by developing the right strategy, but embracing the right software is a better method.

At Zendesk, we offer a comprehensive IT help desk that empowers your business to deliver better ITIL support.
View a demo today to see how we can make a difference for you.