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This website is dedicated to the IT Service Management e-learning and classroom training, available globally. All courses are developed in-house by a dedicated team of experts and are accredited by PeopleCert, who offer the full AXELOS Global Best Practice portfolio.
AXELOS' IT Infrastructure Library (ITIL) is a widely recognised and accepted global approach to IT service management. ITIL has been drawn up to support the needs of a business environment. It enables you to lower your IT costs while delivering better services, by improving the way different teams interact and manage the IT infrastructure within your business. It incorporates a wide range of departments, from design to development.
ITIL remains the gold standard after 30 years, as it delivers real business benefits by adapting to your organisation's needs. It is particularly useful in a customer-service-based management system as it allows you to manage risk, improve customer experience and enable business change.
ITIL was developed at the end of the 1980s, when the level of IT service provided to the British Government was deemed insufficient. The Office of Government Commerce (OGC), which was then called The Central Computer and Telecommunications Agency (CCTA), had the task of developing an efficient IT framework with the use of IT resources within the British Government's private sector. The earliest version of ITIL, GITIM (Government Information Technology Infrastructure Management) was very different to the existing ITIL, but the concept was quite similar, with both focusing around service and delivery.
In 1990, government agencies and large companies in Europe quickly adopted the framework. ITIL was used in government and non-government organisations and was spreading very quickly. IT evolved and, likewise, so did ITIL; growing in popularity throughout the UK, USA and the rest of the world.
It was in 2000 that CCTA merged into OGC. In that same year, Microsoft also developed their Microsoft Operations Framework (MOF) using ITIL.
Version 2 of ITIL was released in 2001. The Service Delivery books and Service Support were rethought and redeveloped into more usable concise volumes. It became, by far, the most widely used IT service management system with the best practice approach.
Version 3 of ITIL was published in 2007. It adopted more of a lifecycle approach to service management and had greater emphasis on the IT business integration.
ITIL was updated in 2011. There were no entirely new concepts, and so the version number was not changed, but the aim of the update was to "resolve errors and inconsistencies in the text and diagrams across the whole suite".
In 2016, AXELOS introduced ITIL Practitioner - a practical guide that helps IT service management (ITSM) professionals turn ITIL theory into practice through case studies, worksheets, templates and scenarios. The Practitioner qualification introduced the guiding principles of ITSM. It goes on to explain how these guiding principles are essential for ITSM and how it relates to other frameworks and methodologies
And in 2019, AXELOS launched the latest update, ITIL 4. This version expands on the current ITIL content to better reflect today's business/IT environment, introducing areas such as customer experience, value streams and digital transformation. It also remains a flexible framework, to ensure that it is complementary to other methodologies, and that it can easily be integrated into new ways of working, including agile, DevOps, lean, IT governance and leadership.
AXELOS licenses organisations to use the ITIL intellectual property, accredits licensed examination institutes, and manages updates to the framework. Organisations that wish to implement ITIL internally do not require this licence.NEXT: ITIL® Benefits