What is ITIL® Best Practice?

ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. It provides a cohesive set of best practice, drawn from the public and private sectors internationally.

ITIL advocates that IT services are aligned to the needs of the business and support its core processes. 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 is mapped in ISO 20000 Part 11. This recognizes the way that ITIL can be used to meet the requirements set out for ISO 20000 certification and the interdependent nature with ITIL. This is the first such mapping that ISO (the International Organization for Standardization) has allowed to be part of their standards.

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

ITIL Users

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

Read our case studies with The Walt Disney Company and Müller Dairy to find out how they used the ITIL framework to make improvements to their businesses, and see our case studies and white papers section for more examples of companies who have used ITIL to achieve business benefits.

Disney’s ITIL® Journey Industry
Hired by the former Chief Information Officer (CIO) to kick-start The Walt Disney Company Theme Parks and ITIL initiative, Glen Taylor has championed the adoption of ITIL since his appointment in 2008. Read
Taking IT out of the Corner, Muller Dairy Case Study Industry
IT plays an integral role in how companies operate and it is essential that internal departments are managed efficiently. The UK's leading yogurt brand, Müller Dairy is known for its company's strong values and innovative product range. Read


The ITIL best practices are currently detailed within the following core publications:

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and, finally, the monitoring and improvement phase of the service.

For more information on the ITIL Service Management approach and its benefits, read our white paper, ITIL: The Basics.