What is ITIL®?

ITIL is used by millions of professionals globally. Businesses are built on ITIL.

ITIL supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs.

ITIL, a professionally recognized certification scheme, provides comprehensive, practical and proven guidance for establishing a service management system, providing a common glossary of terms for businesses using IT enabled services.

What is ITIL?

The ITIL approach provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth. ITIL advocates that IT and digital services are aligned to the needs of the business and support its core objectives and goals.

Extensive research by AXELOS, involving a diverse group of stakeholders (+2,000), has consistently shown that ITIL is fundamental to businesses, enables transformation and helps organizations realize value.

ITIL is supported by a certification scheme that enables practitioners to demonstrate their abilities in adopting and adapting the framework to address their specific needs.

Every year, organizations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.


ITIL 4 takes you through a service value system which provides a holistic picture of what it really means to contribute to business value. The focus is now on the co-creation of value through service relationship.

The updated framework will focus on facilitating value co-creation via a service value system (SVS). The SVS represents how different components and activities can work together, in any type of organization, to facilitate value creation through IT enabled services.

Learn more in the core publication, ITIL Foundation: ITIL 4 Edition.

Learn about the relevant technical and management skills in the ITIL 4 Managing Professional core publications:

ITIL Users

ITIL has been adopted by thousands of organizations worldwide, including NASA, Microsoft and HSBC.

Read our case studies with Spotify and the US Department of the Interior to find out how they used the ITIL framework to make improvements to their organizations and see our case studies and white papers section for more examples of companies who have used ITIL to achieve business benefits.

ITIL is currently evolving from ITIL v3 to ITIL 4. ITIL 4 expands on previous versions by providing a practical and flexible basis to support organizations on their journey to the new world of digital transformation.

US Department of the Interior ITIL Case Study Industry
This case study focuses on the importance of IT and IT service management to the success of the US Department of the Interior (DoI). Read
Spotify: An ITIL® Case Study Industry
Discover how Olingo, a Swedish management consulting company, helped Spotify to embrace the principles of ITIL. Read