Who is it for?

ITIL (Information Technology Infrastructure Library) is a collection of best practices for IT service management. Knowledge of the ITIL library is essential for the effective modelling of IT processes in any organisation where such processes are a key part of operations, regardless of sector, size or legal form. The ITIL methodology can be easily adapted to specific needs, which is why it is used by large and small companies (not only in the IT sector), public bodies and non-profit organisations.

Skills in IT service management practices are useful for managers, and it is primarily to them that ITIL training is directed. The following should consider completing such training:

• those starting their careers in IT service management,
• ITSM (IT Service Management) managers who wish to organise their knowledge and validate it with an appropriate certification,
• those working closely with the IT department (e.g. development managers, service desk staff),
• holders of older versions of ITIL certifications who wish to update their knowledge.

Information about the standard

ITIL is a library of publications on best practices for managing IT processes and services (it does not focus on the organisation of IT infrastructure). It provides a set of guidelines for the effective delivery and implementation of IT services. ITIL provides a comprehensive description of numerous practices. It contains lists of procedures tailored to the needs of a specific organisation, along with their classification. It enables the definition of processes designed to improve the quality of operations within IT departments and organisations operating in this sector. ITIL also introduces an integrated glossary of terms.

The recommendations comprising ITIL were developed in the 1980s for the British government. By the start of the 21st century, they had become widespread and formed the basis for IT process and service management in thousands of companies worldwide, including the largest IT organisations. ITIL is currently owned by the British company AXELOS. It is responsible for developing and promoting best practices. The international standard for IT service management – ISO 20000 – was developed based on ITIL.

Benefits of implementation

The aim of implementing ITIL practices is to improve the quality of IT services through more stable and efficient IT processes. The benefits of following ITIL guidelines include:

• continuous monitoring of service quality and the opportunity to improve them,
• standardisation of services offered, enabling more effective fulfilment of customer expectations,
• a competitive advantage over organisations that do not implement ITIL practices,
• the opportunity to engage in international cooperation,
• better communication with IT staff or external IT solution providers, due to consistent terminology and standardised processes,
• more effective problem management,
• the ability to control and reduce the costs of providing IT services.

ITIL certification – which confirms managerial skills in the field of IT process management – also brings individual benefits to those who choose to enhance their professional competencies in this way:

• is your ticket to a career as an ITSM manager – helping you land your dream job (recruiters are keen to select candidates with proven ITIL knowledge), secure a promotion, negotiate better-than-average terms of employment for a given role, and develop your career abroad (the ITIL certification is recognised worldwide),
• helps to optimise your professional activities, which translates into time savings, greater efficiency and increased job satisfaction,
• facilitates clear communication with others involved in IT service management, regardless of the organisations they represent or the cultures they come from.