What is ITIL, IT Service Management (ITSM), and How it Affects Your Business

What is ITIL, IT Service Management (ITSM), and How it Affects Your Business: A blog around the different IT Service Management terms

What is ITIL?

An ITIL framework is a set of standards and guidelines for providing IT services. With ITIL, businesses can control risk, build better customer relationships, and implement efficient processes. A stable IT environment is also conducive to the ability to grow, scale, and modify.

There are several volumes in the IT Infrastructure Library (ITIL). The volumes describe the best practices for providing IT services. Since ITIL was first introduced, it has undergone several revisions. At present, there are five books in the series, each dealing with a different process and stage of the lifecycle of IT services. This standard was developed by the Central Computing and Telecommunications Agency (CCTA) of the British government in the 1980s. Over the years, ITIL developed and released more than 30 books. This document codifies the best practices in the field of IT that have been collected from various sources worldwide.

The purpose of the project was not to create an exclusive product that could be sold. Instead, the focus was on identifying best practices to assist with what was recognized to be an increasing reliance on information technology within the federal government. This was combined with a serious lack of standardized procedures, increasing costs and perpetuating errors. Public and private sector organizations would both benefit from the dissemination of these best practices. Over time, ITIL's credibility and usefulness have become increasingly apparent. The framework is based on BS15000, a British standard.

Axelos has held the ITIL license since 2013 — an undertaking of the Cabinet Office in partnership with Capita. Businesses can utilize Axelos' ITIL framework by managing updates and modifying processes following the framework. However, ITIL is not subject to a license requirement for organizations that use the standards internally.

What and how can ITIL enhance the operations of your company?

Having a highly effective IT department that is capable of managing risks and keeping the infrastructure operational will not only save money but will also facilitate the effectiveness of the business people. The ITIL approach offers the following advantages for the management of IT services:

  • Improving the quality of IT services by implementing proven best practices
  • Guidelines and standards
  • Better utilization of experience and skills
  • Cost savings in IT
  • Enhanced client satisfaction by delivering services in a more professional manner
  • A boost in productivity
  • More effective management of third-party services by specifying ITIL or BS15000 as the service delivery standard in service procurement.
  • As per Axelos, ITIL can assist businesses in improving their services through the following strategies:
  • Improving customer relationships through efficient service that meets their requirements
  • Establishing a stable environment simultaneously allows for development, expansion, and change.
  • Managing risks, disruptions, and failures for businesses
  • implementing cost-effective practices

What will ITIL cost?

The quickest way to get started is to purchase ITIL either in hardcopy format, PDF format, ePub format, or by purchasing an Axelos subscription online. Additionally, training costs vary from year to year. An initial Foundation Certificate course may last two days, while higher certification courses may last a week or longer.

What is ITSM?

An IT service management program allows organizations to manage the IT solutions they offer to their customers. The program enables alignment between business processes and IT services. Organizational growth is facilitated as a result. Client-centered service delivery is a client-centric approach to offering information technology services to end-users.

What are the reasons for its importance?

Its management ensures that all IT processes and services are streamlined. A successful ITSM program has a positive effect on the organization.

ITSM provides the following main benefits:

  • ITSM allows you to create well-defined, standardized, and scalable processes.
  • An ITSM program will improve the performance of your IT personnel.
  • Interruptions of service are rare.
  • It provides expert analysis of IT-related issues, which reduces the likelihood of incidents occurring again.
  • With the use of ITSM software, there is a clear understanding of the service levels and their availability.
  • Implementing IT changes through an ITSM process is completely risk-free.
  • IT processes and services are more transparent.
  • By implementing ITSM software, the cost of IT operations will be reduced.
  • Investment returns are higher.
  • It clarifies the responsibilities and roles of your IT personnel.

What is ITSM, and what are its stages?

An ITSM process typically consists of the following five stages:

Stage 1: Service Strategy

An organization's ITSM process is built during this stage. The process includes the following steps as well:

  • The services provided by the firm are defined in this stage.
  • An ITSM process plan is also developed here.
  • During this stage, the required assets are also identified and developed.

Stage 2: Design of the service

In this phase, the organization plans and designs its IT services. The creation and design of new services are also carried out during this phase. Evaluation of current services is also conducted during this phase. Services that require improvement are also considered at this stage.

Stage 3: Transition of services

During this stage, IT services are developed and tested. Also, the IT team is responsible for ensuring that any interruptions caused by an upgrade or redesign of IT services will be avoided. Deployment of various releases needs to be planned, scheduled, and controlled. As a result, current services are not disrupted. Every transition entails a certain amount of risk. Therefore, precautionary measures should be taken to minimize these risks.

Stage 4: Implementation of the service

During this phase, the designs are implemented. Tests have been conducted on the ITSM processes. There are also solutions to the issues. Customers will be able to provide feedback once they have used the services. It is still necessary for IT teams to monitor workflows and processes. IT teams should take an active role in ensuring that service delivery runs smoothly.

Stage 5: Continual improvement of services

Implementing IT processes should not be the final step. Further development and improvement are always possible. A few examples include problems, requests from customers, and feedback from users. A few other factors include KPIs or Key Performance Indicators.

Benefits of ITSM for businesses

  • Decreased impact of incidents on business operations
  • Less frequent and less costly IT issues
  • The ability to adapt quickly to market changes and innovations
  • The company maintains compliance with regulatory requirements.
  • Managing expectations more effectively.
  • Increased employee productivity through improved availability and performance
  • Employees are aware of the resources available to them and how to access them.
  • Improved efficiency of IT


The problem that you wish to solve in your organization must be clearly defined before ITSM can be implemented. Once it is implemented, ITSM offers many benefits both on the IT and business levels. ITSM helps improve the efficiency, effectiveness, and cost-effectiveness of the organization's IT services. In addition to reducing IT incidents, ITSM also acts to prevent them. ITSM ensures the availability and performance of IT, which in turn improves employee productivity. Rather than affecting the work process, ITSM modernizes the technology in response to the evolution of the business. Through ITSM, regulations are enforced, thus reducing risks.

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