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ITIL Processes & Framework and ITIL v4 Management Practices

In the present context, IT (Information Technology) plays a significant role in optimising digital technologies to function steadily in any organisation. A set of uniform standards and practices needs to be applied in the industry to operate uniformly throughout the organisation. And that is when the ITIL comes into play.

Since its evolution in 1980’s, the ITIL has undergone a series of revisions and improvements to date. The latest updated version of ITIL was ITIL 4, launched in February 2019.  This blog will further help you understand the ITIL v4, ITIL Framework and Processes, ITIL 4 Key Concepts, Different ITIL versions, the History of ITIL and much more.

Table of Contents

1) What is ITIL? 

2) History of ITIL and its Evolution 

3) ITIL Framework 

4) What are the ITIL Processes? 

5) ITIL 4 Management Practices 

6) Why is ITIL Important, and What are its Benefits? 

7) Is it Worth Obtaining an ITIL Certification, and how can I put ITIL into Practice?

8) Conclusion 

What is ITIL?

ITIL, also known as Information Technology Infrastructure Library, is a service management framework that brings business needs and IT services together. According to ITIL Advantages and Disadvantages, this structured approach enhances organisational efficiency, aligns IT services and challenges the need for comprehensive training.The ITIL consists of five books comprising all stages and processes and IT services.  

The primary goal of ITIL, including aspects of ITIL Financial Management, is to enhance business efficiency and impart top-quality services helping organise businesses and improve IT services to minimise operational costs.  

It is a globally recognised certification benefitting millions of professionals to enhance their careers. Based on experiences gained from the previous versions, ITIL 4, the latest version of ITIL Certification Path, bestows active directions by providing practical, comprehensive, and proven guidance. To know more about ITIL, explore our blog on ITIL Interview Questions, and get a deeper understanding of its process & implementation.With a focus on key areas such as ITIL 4 demand management, it ensures a holistic approach to optimising service delivery and enhancing organisational efficiency.

ITIL Certification Training

The certification of ITIL is offered by AXELOS. The ITIL 4 has the following certification levels: 

1) ITIL 4 Foundation 

ITIL 4 Foundation embeds ITIL fundamentals in your day-to-day activities to create, deliver, and continually improve products and services that are enabled with technology and naturally leads to the question of "what next after ITIL 4 Foundation" for those looking to advance their skills. It is ideal for those who want to embrace new services to help the organisation manage IT and digital services efficiently. Obtaining an ITIL 4 Foundation certificate can make you qualified to move forward in choosing a specific stream or module offered under the ITIL 4 Master training. 

2) ITIL 4 Master 

The ITIL 4 Certification Streams are 

ITIL 4 Certification Streams 


ITIL 4 Managing Professional 

ITIL 4 Specialist: Create, Deliver and Support 

ITIL 4 Specialist: Drive Stakeholder Value 

ITIL 4 Specialist: High-velocity IT 

ITIL 4 Strategist: Direct, Plan and Improve 

ITIL 4 Strategic Leader 

ITIL 4 Strategist: Direct, Plan and Improve 

ITIL 4 Leader Digital and IT Strategy 

ITIL 4 Extension Modules 

ITIL 4 Specialist: Sustainability in Digital & IT 

ITIL 4 Specialist: Acquiring & Managing Cloud Services 


If you are wondering and thinking about how can I become a certified ITIL master?

Here is the answer! 

You will be certified as an ITIL Master professional if you complete all the modules in - ITIL 4 Managing Professional and ITIL 4 Strategic Leader certification streams. Note that the ITIL 4 Managing Professional and ITIL 4 Strategic Leader streams have one module (i.e., ITIL 4 Strategist: Direct, Plan, and Improve) in common.

ITIL Master

Only a handful number of professionals have managed to acquire an ITIL Master certification across the world. Obtaining a Master's Certification in ITIL can bring tremendous and unexpected improvements in ITIL Careers.

Professionals interested in Digital operating models and organisations can participate in ITIL4 Specialist: High Velocity IT Training. 

History of ITIL and its Evolution 

History of ITIL and Its Evolution

Following is a brief history depicted, revealing how ITIL evolved, unravelling all the milestones in its path. 

1972: The IBM started research on quality service delivery, known as Information Systems Management Architecture (ISMA). 

1980: The first public edition of the IBM Management series, Volume 1, titled - "A management System for the Information Business", was published. 

1986: The CCTA (Central Computer and Telecommunications Agency) authorises to develop a program with a set of operational guidelines to increase IT efficiencies in the British Government. 

1988: The UK Government issued guidelines and formalised GITMM (Government Infrastructure Management Method) in Service Level Management. And further developments were made to enhance Cost, Availability, and ITIL Capacity Management.

1989: Realising that the last letter M (Method) was unnecessary, the letter G (Government) should be disposed of to make it marketable. Thus, GITMM was renamed ITIL. 

The first ITIL book was published. The Help Desk, Service Level Management, ITIL Change Management, Contingency Planning, and ITIL Incident Management were incorporated.

1990: Configuration Management, Problem Management, and Cost Management for IT Services were published. 

1991: Software Control & Distribution were Published. 

1992: Availability Management was introduced. 

1996: ITSMI, the first US company and an ITIL-accredited course provider introduced ITIL certifications to select the ITIL Service Managers.  

1997: Focus on updating the Service Level Management book with relevance to Customer Satisfaction. 

1997: ITIMF legally becomes the IT Service Management Forum (itSMF UK). Currently the itSMF is an internationally recognised forum providing frameworks for Service Management professionals worldwide. 

2000: The CCTA released ITIL Service Support V2. 

2001: The CCTA released ITIL Service Delivery V2. 

2001: CCTA merged with the Office of Government Commerce (OGC). 

2002: Planning to Implement IT Service Management, Application Management, ICT Infrastructure Management, and Software based ITIL Asset Management were published. 

2004: The IS View on Delivering Services to the Business was published. 

2006: ITIL Glossary V2 was published.  

2007: ITIL V3 was released, and five core books were published. The five logical phases consist of 5 functions and 26 processes. 

2011: ITIL 2011 update was published with a minor update. 

2017: The announcement for an updated version of ITIL 4 was released. 

2019: Started with the phase-wise release of ITIL 4. 

2020: The complete set of four ITIL 4 modules was released.

Signup for ITIL® Certification Training Courses and learn how to Design, Operate, Improve IT Services!

ITIL Framework 

There are five service lifecycle stages in ITIL’s framework, and they are: 

1) Service Strategy 

2) Service Design 

3) Service Transition 

4) Service Operations 

5) Continual Service Improvement (CSI) 

These five frameworks or stages (For ITIL V3) are further divided into 26 different ITIL processes. 

ITIL Framework Processes

What are the ITIL Processes? 

The 26 ITIL processes divided among five service lifecycle stages in ITIL’s version 3 framework are as follows: 

Service Strategy 

1) Finance management 

2) Service Portfolio Management 

3) Demand Management 

Service Design 

1) Service Level Management 

2) Availability Management 

3) Capacity Management 

4) IT Service Continuity Management 

5) Service Catalog Management 

Service Transitions 

1) Change Management 

2) Service Asset and Configuration Management 

3) Release Management

4) Transition Planning and Support 

5) Service Validation and Testing 

6) Evaluation 

7) Knowledge Management

Service Operations 

1) Service Desk 

2) Incident Management 

3) Problem Management 

4) Event Management 

5) Request Fulfilment 

6) Technical Management 

7) Application Management 

8) IT Service Operations 

Continual Service Improvement

1) A seven-step process improvement 

People interested in addressing challenges related to digital and IT strategies can join ITIL 4 Specialist Sustainability in Digital and IT Training ITIL SDIT course. 

ITIL 4 Management Practices 

The 26 processes from ITIL v3 were replaced with 34 management practices in ITIL 4 Service Value System.

By shifting the focus from processes to practices, the organisation gains more flexibility to implement and innovate new strategies, to embrace modern ways and align according to specific customer needs. 

Areas of Management in ITIL 4 

1) General Management Practices 

Comprises 14 domains that have been adopted and adapted for service management from general businesses. 

2) Service Management Practices 

Comprises 17 domains that have been developed in service management and ITSM (Information Technology Service Management) industries. 

3) Technical Management Practices 

It comprises 3 domains that have been adapted from technology management domains. The purpose of this service management was to shift the focus from technology solutions to IT services. 

ITIL Management Practices

The 34 management practices in ITIL 4 are listed below: 

 General Management Practices 

  1. Architecture Management 

  2. Continual Improvement 

  3. Information Security Management 

  4. Knowledge Management 

  5. Measurement & Reporting 

  6. Organizational Change Management 

  7. Portfolio Management 

  8. ITIL Project management

  9. Relationship Management 

  10. Risk Management 

  11. Service Financial Management 

  12. Strategy Management 

  13. Supplier Management 

  14. Workforce & Talent Management 

 Service Management Practices 

  1. Availability Management 

  2. Business Analysis 

  3. Capacity & Performance Management 

  4. Change Enablement 

  5. Incident Management 

  6. IT Asset Management 

  7. Monitoring & Event Management 

  8. Problem Management 

  9. Release Management 

  10. Service Catalogue Management 

  11. Service Configuration Management 

  12. Service Continuity Management 

  13. Service Design 

  14. Service Desk 

  15. Service Level Management 

  16. Service Request Management 

  17. Service Validation & Testing 

 Technical Management Practices 

  1. Deployment Management 

  2. Infrastructure & Platform Management 

  3. Software Development & Management 

Why is ITIL Important and What are its Benefits? 

Compared to ITSM vs ITIL, the ITIL certification is more preferred in general. It enables the organisation to apply the skills and techniques learned in the training to align the IT solutions with the business needs. The evolution of IT and the latest revisions in ITIL have led to better cohesive practices resulting in more acceptable and reliant solutions to address digital issues. 

A few main benefits of ITIL certification that can be noteworthy to address the facets of IT management are:  

1) Better customer satisfaction and improved service timelines  

2) Better alignment between the IT department and business needs  

3) Better visibility of assets and IT costs   

4) Better utilisation of resources leads to a decline in operational costs and capacity  

5) Better service management and streamlined service responses over disruptions  

6) Better flexibility services to adapt to the changes in the environment  

7) Better collaboration among the team members  

ITIL provides organisations with a better framework and standard guidelines to build a solid foundation in establishing an eminent service management system. ITIL can help businesses and service management professionals to perform holistically, focus on value, promote visibility, and progress consistently by keeping the services simple and practical. 

Is it Worth Obtaining an ITIL Certification and how can I put ITIL into Practice? 

To answer the first question, yes. It is a globally recognised and in-demand certification course which has continually evolved since the 1980s to become what it is today.  

Obtaining an ITIL certification is definitely worthy for both the organisation and individual development. It can help businesses organise resources and create new possibilities to bring value to their organisation. 

Let us come to the second question.  

Understanding ITIL can be complex at times and implementing the complete ITIL practices needs thorough knowledge and time.  

You need to consider the following points. To understand what practice needs to be employed to the respective frameworks.  

1) Understand the reason for adopting ITIL into your business  

2) Decide on you are business expectations  

3) Implementing ITIL needs expertise and time to understand and gain solid knowledge

4) Start by implementing a few practices into your business and as per the performance continue adding new practices as and when required

5) Understand what you want to achieve, keep a goal, and measure the outcomes using the metrics obtained


By referring to this blog, you would have understood the profound changes the ITIL certification has undergone throughout its evolution to bring perfection to its training and compliance. Obtaining an ITIL v4 certification will open new doors providing successful job opportunities and bring in value to the organisation.

IT Managers who are willing to update your ITIL skills can enrol in ITIL 4 Strategist: Direct, Plan and Improve DPI. 

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