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ITIL® – the IT Infrastructure Library® for IT Service Management (ITSM)

The Information Technology Infrastructure Library (ITIL®) is a methodology for managing IT as a service. It focuses on the end user rather than on technology, with the aim of providing IT services that better align with business needs.

ITIL is frequently used in preparation for ISO20000 certification. 

What is ITIL?

ITIL is a framework for IT service management (ITSM) based around a five-phase service lifecycle: service strategy, service design, service transition, service operation, and continual service improvement.

  1. Service strategy - involves understanding customers and how to develop and successfully execute IT services to meet their needs.
  2. Service design - ensures that the service is designed efficiently and cost-effectively.
  3. Service transition - sees the design built and tested.
  4. Service operation - delivers and manages the service.
  5. Continual service improvement - provides a mechanism for improving the service and the technology and processes used in its management.

If you are new to ITIL, we recommend the following books:

ITIL benefits

ITIL has been adopted by thousands of organizations around the world, including NASA, HSBC, and Disney, and is supported by a wide range of service providers, including IBM, Telefonica, and HP.

The main benefits of adopting ITIL are:

  • Improved customer satisfaction
  • Increased staff retention
  • Increased ROI in terms of IT
  • Improved staff morale
  • A more transparent approach towards IT costs and assets
  • Improved delivery of third-party services.

ITIL provides guidance on how to manage IT infrastructure to streamline IT services in line with business expectations. It is a best-practice framework, presenting the consolidated experience of organizations worldwide on how best to manage IT services to meet business needs.

Although organizations cannot achieve registration against ITIL, it is widely used as a method of preparation for achieving ISO20000 registration. Individuals can, however, achieve ITIL certification. 

ITIL, ITSM and ISO 20000

Although they have a lot in common, ITIL and ISO/IEC 20000 serve different purposes.

ISO 20000 is the standard for service management processes. Organisations can attain independently audited certification to the Standard to demonstrate that they are following ITSM best practice.

ITIL provides advice on ITSM best practice. It includes options that may be adopted and adapted by organisations according to business needs, local circumstances and the maturity of the service provider.

Click here for more information about ISO 20000 >>


IT Governance publishes and distributes the world’s best selection of ITIL and ITSM books, and is an official distributor for TSO, the official publisher of ITIL books.

Our ITIL library includes all the official titles, course books and study guides, as well as the latest practical advice from experienced ITSM practitioners.

ITIL Lifecycle Publication Suite

We provide the full range of official ITIL publications from AXELOS®. The most useful are the books in the ITIL Lifecycle Publication Suite.

These books form the core guidance to the ITIL methodology, and are essential for any organisation adopting ITIL, or for students sitting the Intermediate exams.

Other ITIL publications:

Click here for all ITIL books >>


Adopting IT service management best practice can be difficult, but using an IT Governance documentation toolkit will save you time and money:

  • ITSM, ITIL & ISO 20000 Implementation Toolkit
    Deploy ITSM best practice quickly and cost-effectively with expert guidance and document templates created by ITIL and ISO 20000 service management mentors Shirley Lacy and Jenny Dugmore.

    The documentation templates in this AXELOS-accredited toolkit feature automated customisation for ease of implementation and are available for immediate download with 12 months’ support.

  • ISO 20000 Documentation Toolkit
    Developed by ISO 20000 lead auditor and ITSM consultant Michael Kunas, this toolkit helps organizations of all types and sizes to implement an ISO 20000-compliant IT service management system.


At IT Governance, we recognise the importance of delivering IT services that are business-led, rather than being shaped by IT. Our expert consultants can transfer the knowledge that you need to achieve your ITSM, ITIL and ISO 20000 goals.

Whether you are looking to adopt certain aspects of ITIL or gain ISO/IEC 20000 certification as proof of your organisation's level of commitment, IT Governance’s team can tailor a package of consultancy, training and project resources to meet all your requirements.

Click here to find out more about our ITIL, ITSM and ISO 20000 consultancy service >>

Need help implementing ISO 20000?

Please contact us to discuss your ITIL needs using one of the methods below.