How did ITIL originate?
What significance does it have today?

How did ITIL originate?
What significance does it have today?

ITIL through the years – the importance
of ITIL for IT service management

ITIL – an abbreviation that is common to only a few, but is huge in its importance. The goal of ITIL is to align IT services with business needs. In short, it guides IT in being able to provide optimal support for business development, potential growth and (digital) transformation.

The history of ITIL

ITIL stands for IT Infrastructure Library and has a historic background to it, which is not initially understood from the term itself. The beginnings of ITIL can be dated to the 1980s – an age when IT increasingly began to influence many areas of business and life. However, since IT growth entailed huge costs, the UK-based Government Information Technology Infrastructure Management Method (eventually to become ITIL) was designed to make IT processes much more efficient and cost effective. ITIL was first published by the Central Computer and Telecommunication Agency (CCTA), an English government agency that still stands for the vendor neutrality of the ITIL framework.

To date, ITIL includes several versions. ITIL v1 was published in 42 individual books! ITIL v2, published in the year 2000, consisted of only eight books and focused on the growing importance of the relationship between customers, IT service providers and suppliers – as a whole, ITIL v2 focused on developing a service-oriented approach to IT. In 2007, ITIL v3 followed: this expanded the focus on service-oriented concepts to create a full service-oriented lifecycle. In ITIL v3, services would now be viewed as continuous processes. In just a few months, the IT industry anticipates the release of ITIL v4 which is expected to help ITSM teams tailor their services to fit modern constructs, such as DevOps, Agile and Lean.

Today, however, ITIL exists in five volumes that outline a set of pre-defined processes, functions and roles that should meet the needs of SMEs and corporations in today’s IT infrastructure world.

Certification = trustworthy? Oh yes!

But how can SMEs and corporations ensure that the software solutions they use are truly ITIL-compliant?

For this purpose, there are special companies, such as SERVIEW GmbH, which evaluate software providers and offer their seal of approval, thus certifying software solutions as ITIL-compliant. The process of certification begins with the completion of an evaluation assessment by the software manufacturer. Then, a demo session is held to introduce the software functionalities. When this has been successfully completed, the software manufacturer will receive the seal of approval. It can be a long rigorous process.

An important note about certification by SERVIEW: Software companies do not pay a cent to receive certification. On the contrary, receipt depends solely upon whether their products offer what is promised. This ensures an unbiased outcome from the certification review.

SERVIEW CERTIFIEDTOOL is not a business model of SERVIEW. It is a service for our customers.
Michael Kresse, Owner of SERVIEW

The benefits of ITIL

When companies are ITIL-compliant, it means that they manage their IT services efficiently and effectively. Productivity, both within the IT team and within the business itself, increases. Costs fall. And, mistakes become fewer.

That is why OTRS AG is pleased to have been awarded the SERVIEW CERTIFIEDTOOL award. It means that we can optimally support our customers in implementing ITIL best practices with 13 ITIL processes in the area of IT service management. Our customers appreciate the security that comes from working with processes that are already certified and established.

Photo of OTRS management after beeing certified for the OTRS software

Bedeutung von ITIL für das IT Service Management (ITSM)

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