ITIL: Meaning, Foundation, Process & Certificate


ITIL (Information Technology Infrastructure Library) is a globally accepted set of best practices for IT service management. It outlines essential principles and processes to ensure the successful delivery of IT services. ITIL helps organizations to identify, plan, deliver, and support IT services to meet their business objectives. It also provides guidance on how to plan, support and optimize services.

The Central Computer and Telecommunications Agency (CCTA), a government organization in the UK that provided IT support to other ministries, developed ITIL for the first time in the 1980s. It was initially developed to standardize the procedures for managing IT support and services. It was made up of a collection of IT service management procedures that were described in a number of books. AXELOS, a joint venture between the UK Cabinet Office and Capita, currently owns ITIL.

ITIL Foundation

The ITIL Foundation is the entry-level certification for those wanting to get a good grasp of its framework. This certification covers basic ITIL concepts, processes, and terminology. The ITIL Foundation exam is made up of 40 multiple-choice questions, and candidates must achieve a score of at least 65% to pass.

The Foundation certification is beneficial for IT professionals who want to gain a better understanding of the ITIL framework, as well as those who want to pursue more advanced certifications. It also provides an excellent foundation for organizations that want to adopt the framework.

The ITIL Foundation certification is divided into two parts: the Foundation course and the Foundation exam. The course covers the basics of ITIL and provides an overview of the principles and processes, while the exam tests the knowledge gained from the course.

ITIL Process

The ITIL Process is the core of the framework. It outlines the steps to be taken and the tasks to be completed in order to successfully deliver IT services. The Process consists of five distinct stages: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.

The Service Strategy stage focuses on the identification and development of efficient and cost-effective services that meet the needs of the organization. The design stage outlines the processes, standards, and tools required to design, develop, and deploy services. The Service Transition stage outlines the processes and activities required to transition services from one state to another. The Service Operation stage outlines the processes and activities required to maintain and monitor services. Finally, the Continual Service Improvement stage outlines the processes and activities required to improve services over time.

ITIL Framework

The ITIL Framework has been simplified and modified over time to match a quickly evolving digital environment. It has changed along with technology and IT services, and the present version is the fourth. Organizations are given the tools they require by ITIL 4 to manage a wide range of quickly evolving digital technology.

One of the most widely used IT service frameworks in the world today is the ITIL Framework. It is also renowned throughout the world for establishing the benchmark for providing IT services. International quality system standards like the ISO 20000 standards are associated with the ITIL framework. The terminology and principles of ITIL serve as a common language among IT service providers as a result of its widespread adoption.

The ITIL framework can be used by organizations to evaluate and enhance the end-to-end delivery of digital services and products. It also promotes a comprehensive strategy for streamlining operations throughout the entire firm. These methods can facilitate digital change, implement fresh modes of operation, and simplify existing IT service procedures.

Understanding the ITIL 4 Framework

The most recent iteration of the ITIL framework, ITIL 4, was released in 2019 and expanded on the achievements of its predecessor. The worldwide service management standard ISO 20000 was aligned with ITIL 3, which simplified IT service management procedures.

The customer experience and digital transformation are now more prominent in ITIL 4. It interacts with contemporary IT governance realities like cloud-based services or machine learning. Digital technology is evolving quickly, and ITIL 4 gives you the knowledge and resources you need to respond and reduce risk. The ITIL Framework assists enterprises in developing environments that are effective and high-quality while providing IT services quickly. It serves as a catalyst for change because it enables businesses to learn about and adopt cutting-edge working practices like DevOps, Lean, and Agile.

By using the Service Value System, ITIL 4 makes sure that IT services are in line with larger business objectives. Hence, the service value chain is the system that ITIL 4 emphasizes. It provides businesses with an operational framework for delivering and enhancing efficient IT services. The Service Value Chain is a flexible planning tool for the route from client demand to service delivery. This strategy is essential for effective IT governance because it creates an adaptable, resilient company.

The 34 practices that makeup ITIL 4 are all aimed at improving technical management, service management, and general management. All aspects of service delivery, such as risk management, workforce development, and asset development, see an increase in procedures and functions for organizations.

ITIL Certification

The ITIL certification is a globally recognized certification that validates an individual’s knowledge of the framework. Its certification program is divided into five levels: Foundation, Practitioner, Intermediate, Expert, and Master.

The Foundation certification is an entry-level certification and covers basic ITIL concepts, processes, and terminology. While the Practitioner certification covers the practical application of ITIL processes, the Intermediate certification covers the management and implementation of ITIL processes. The Expert certification is the highest level certification and covers the management and optimization of ITIL processes. The Master certification is the ultimate certification and is for those who have achieved a high level of proficiency in the ITIL framework.

Certification Benefits

ITIL certification has benefits for both the individual and the IT environment. Think about these important benefits.

#1. Greater Potential for Income

ITIL-certified individuals can make more money. You’ll be given a designation that shows you understand how ITSM may help you achieve more important business goals. Also, as ITIL emphasizes the value of and streamlines ITSM operations, firms will pay more for workers who can lower operational costs and help them save money.

ITIL-certified people often work as CIOs, VPs of IT, IT directors, managers, service delivery managers, project managers, and IT business analysts. The average annual income for professionals with ITIL certification is $102,000, according to Payscale. Your payment will vary depending on your position, experience level, geographic region, and employer.

#2. Improved Efficacy and Efficiency

IT managers may increase customer satisfaction and service timeliness by using the ITIL framework. Through certification, you also learn best practices for enhancing the flexibility and visibility of the IT infrastructure.

#3. Improved Risk Taking

Customer input is emphasized as being important in ITIL. Risks can be anticipated by understanding how the general public views the supply of IT services. The framework also aims to incorporate ITSM into corporate culture. Silos can be broken down through increasing team collaboration, which also helps to lower business risks.

#4. Ability to Create an Agile IT Infrastructure

The ITIL methodology applies best practices to streamline operations while concentrating on increasing productivity. Yet, ITIL 4 marks a redesign that aims to make ITSM more adaptable. The certification promotes teamwork and communication, combines Agile and DevOps methods, and automates procedures to enhance the delivery of results.

#5. Recognition

Another advantage of ITIL certification is getting recognition for your abilities and experience. By investing the time to obtain the certification, you demonstrate that you have the skills necessary to tackle ITSM in a methodical and expert manner. You may already be aware of ways to save IT expenses or enhance IT services, but now that you have the certification, you can demonstrate that you follow tried-and-true best practices.

76.5 percent of people with ITIL certification stated it increases their marketability in a survey. Almost 58.8% of the 117 participants said ITIL certification enhanced their capacity to compete for IT employment.

What are the 5 stages of ITIL?

The five stages are Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement. The Service Strategy stage focuses on the identification and development of efficient and cost-effective services that meet the needs of the organization. The Service Design stage outlines the processes, standards and tools required to design, develop and deploy services. The Transition stage outlines the processes and activities required to transition services from one state to another. The Service Operation stage outlines the processes and activities required to maintain and monitor services. Finally, the Continual Service Improvement stage outlines the processes and activities required to improve services over time.

What are the five functions of ITIL?

The ITIL framework is used to make sure that IT services are managed well throughout the whole service lifecycle. The five functions of the IT service lifecycle—strategic planning, design, transition, operations, and ongoing improvement—are implemented using the best practices and recommendations provided by ITIL.

Here are the five functions of the ITIL framework:

#1. Service Strategy

Creating a strategy for the service lifecycle is the function of the service strategy. The plan should be in line with corporate goals. This component’s utility and warranty are intended to guarantee that the service is appropriate for its intended use and usability, respectively. Being sure of this is crucial because these two elements enhance the value of the services provided to clients.

#2. Service Design

The service design functions with accompanying components for introduction into the live environment are the focus of the service design lifecycle phase. While developing a service, the “Four Ps of Service Design” stand in for several factors that should be taken into account. As follows:

  • People: Organizational structures and personnel needed to support the service
  • Processes: Processes of Service Management needed to support the service
  • Products: Infrastructure and technology needed to enable the service
  • Partners: Third parties that provide the additional assistance needed to maintain the service

#3. Service Transition

Building and deploying IT services while ensuring that modifications to services and Service Management processes are carried out in a coordinated manner are the goals of the Service Transition process.

The design is created, tested, and put into production during this stage of the lifecycle so that the business customer can receive the required value. This phase deals with managing changes, including maintaining the assets and configuration items (the underlying parts, such as hardware and software), validating services, testing, and transition planning to make sure users, support staff, and the production environment are ready for the release to production.

#4. Service Operation

Meeting end-user expectations while balancing expenses and identifying any potential issues are the main goals of this stage. The service operations process entails responding to user queries, addressing issues, and doing routine operational activities. Only this category out of the other four has both functions and processes.

#5. Continual Service Improvement(CSI)

This stage’s goal is to employ quality management techniques to draw lessons from previous triumphs and mistakes. According to the ongoing improvement principle proposed by ISO 2000, it attempts to consistently increase the efficacy and efficiency of IT operations and services. In this domain, there is only one method with seven steps:

  • Finding solutions for improvement
  • Specifying the metrics
  • Collecting data
  • Assessing and processing data
  • Presenting and utilizing the data’s resulting information
  • Utilizing the knowledge to advance

What are the 3 ITIL practices?

The three best practices are Service Design, Service Transition, and Service operation.

  • Service Design: The overall goal is to implement the service and create the most recent iteration of the information technology service. This alludes to the program’s architecture, which traces up the new Information Technology function as a whole and shows how you can mix improvisation into a more inventive service.
  • Service Transition: Following the planning and designing phases, you must now configure, install, arrange, and install the information technology service that will assist you in ultimately coordinating in a structured way.
  • Service Operation: This part involves testing and working. You can learn about the process’s operation using the services created for earlier processes, which will enable you to determine whether the process is functioning or not. The procedure entails granting user requests, fixing problems, and finally completing the task that was intended to be done.

What is ITIL salary?

The salary of an ITIL professional is dependent on the experience and certification level of the professional. For entry-level professionals, the average salary is around $50,000 per year. Mid-level professionals, the average salary is around $80,000 per year. For senior-level professionals, the average salary is around $100,000 per year.

What is ITIL for beginners?

ITIL for beginners is a comprehensive introduction to the framework. It provides an overview of the principles, processes, and terminology associated with ITIL. It also explains the five core processes of ITIL and the benefits for organizations. Finally, it outlines the Foundation certification and the steps required to become certified.

What are the 7 key ITIL practices?

The governing principles for administering this IT approach are the seven ITIL 4 key practices. You can make judgments and take actions based on these guidelines to effectively manage and run the service portfolio.

We can distinguish ITIL 4 management practices into three categories. General management, service management, and technical management fall under these categories.

Service management practices cover the process of currently being developed, deployed, delivered, and supported services. Technical management practices are those procedures used in service management that have been adapted from technology management.

The general management practice is any action taken in any department of the firm to ensure the successful delivery of services. The seven ITIL practices listed below will therefore fit into one of the three groups. Let’s examine it.

#1. Continuous Improvement

This strategy aims to modernize the organization’s IT capabilities and offerings in order to keep up with evolving business needs. The rule advises, thus, that processes and services be continually recognized and improved. Every element that affects how quickly and effectively services are delivered is included. Practices for continuous improvement include:

  • Encouraging ongoing improvement across the entire organization.
  • The development of business cases for progress measures
  • Ensuring resources and time for organizing and carrying out developments
  • Identifying and noting potential areas for improvement
  • Calculating and evaluating results
  • Options evaluation and ranking
  • Adhering to improving initiatives across the company.

#2. Change Enablement

Adequate change management is one of the most important goals for IT service desk outsourcing organizations. It helps companies deal with the effects of societal, technological, and other organizational changes that occur internally.

The practice of “change enablement” offers beneficial adjustments to the process to strike a balance between end-user demands and corporate needs. The risks and benefits of the suggested adjustments should also be assessed by qualified and experienced people.

#3. Incident Management

In the context of IT services, incidents are unanticipated events that result in server outages, data loss, or other problems. To avoid such circumstances, it is crucial to establish effective incident management protocols. The incident management technique consists of:

  • Constructing suitable procedures for handling various types of occurrences
  • Setting incident priorities
  • Utilizing a strong tool to assess and manage risks
  • Putting up a coordinated system for the service desk, customers, vendors, and business leaders
  • Creating a self-help website
  • Maintaining a help desk and support staff
  • Coordinating with contributors or vendors
  • Preserving the temporary cross-operational team
  • Establishing a catastrophe recovery plan

#4. Problem Management

There could be a number of problems in the IT-enabled process that lead to mishaps. In order to avoid incidents, firms must efficiently address challenges. In order to ascertain the causes, devise a technique, and provide a long-term remedy, they need research and investigation.

The final product has a thorough log and defined error documentation. Additionally, it may use data in a knowledge management strategy to assess, pinpoint, and resolve problems. The steps in problem-solving techniques include:

  • Exercises in issue identification to assess and define issues
  • Duties related to problem estimation and creating policies to handle understood faults
  • Exercises to manage faults that were discovered after the initial investigation
  • Arranging issues in a precise order to handle threats
  • The beginning of problem-solving through change management and evaluation of post-implementation situations.
  • Identification of potential areas for improvement across the board for service management, including a log for ongoing improvement.

#5. Service Desk

By automatically creating and assigning tickets, a service desk enables end users to record issues, questions, and support requests. The allocated service desk representative then initiates action to address the problem. The main duties of the service desk include:

Organize, describe, and organize various issues brought up by users.
It establishes the level of the user experience and the commercial advantages of using IT service desk services.
Interpreting the larger connection, the business processes, and the user experience realistically.

#6. Service Level Administration

Creating clear, business-oriented objectives to improve service quality is the aim of this ITIL practice. It enables accurate service delivery assessment, monitoring, and control in line with these objectives. Practices for service level management include:

  • Establishing service level agreements, or SLAs, which are written contracts between a client and an IT service outsourced business. The mandated services with the desired degree of quality are included in the agreement.
  • Giving a precise representation of the services the service provider provides.
  • Providing clients with information about the services and service level objectives
  • Assembling, investigating, maintaining, and recording suitable indicators to guarantee service objectives are satisfied
  • Doing service assessments to ensure the current services can satisfactorily address the demands of the business
  • Making documentation about service issues and performance status in accordance with a set of service grades

#7. Service Request Management

This method addresses any ad hoc service requests that result from regular service delivery. Although not a mandatory requirement, this service requirement is covered by a predetermined agreement. Service request management procedures include:

  • Services’ inception, support, completion, and management
  • Putting forth the most effort to meet the demand, regardless of the service category:
  • Ensuring an automated and cutting-edge process
  • Establishing a reasonable schedule for meeting user demands and expectations.
  • Establishing standardized procedures for a clear procedure that results in service fulfillment.
  • Identifying and carrying out potential changes
  • Establishing standardized processes for reporting and handling service modification requests or incident management.


ITIL is a globally accepted set of best practices for IT service management. It provides an integrated approach to IT service delivery and outlines essential principles and processes to ensure the successful delivery of IT services. The ITIL certification is beneficial for IT professionals who want to gain a better understanding of the framework and those who want to pursue more advanced certifications.


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