What is ITIL®?

The IT Infrastructure Library® (ITIL®) is the most widely accepted approach to IT Service Management in the world.

ITIL is a best practice framework that has been drawn from both public and private sectors internationally. It describes how IT resources should be organised to deliver business value documenting the processes, functions and roles of IT Service Management (ITSM).

ITIL Version 2 (V2) has undergone a major makeover, which is Version 3 (V3). ITIL Version 3 (V3) represents an important evolutionary step in its life. The makeover has transformed the guide from providing a great service, to being the most innovative and the best in its class. At the same time, the interface between old and new approaches is seamless, so that users do not have to reinvent the wheel during uptake. V3 allows users to build on the successes of V2 but take IT service management even further.

The new edition, ITIL 2011 edition, is an update version of the ITIL version 3 (V3), the first significant update since 2007, and addresses a broad range of issues raised in the Change Control Log and resolves errors and inconsistencies in the text and diagrams across the whole Suite. ITIL 2011 is an update, not a new version.


Improve your Business with ITIL

  • Align IT services with business priorities to achieve strategic objectives.
  • Increase value from the service portfolio while reducing costs and risk.
  • Enable successful business transformation and growth with an increased competitive advantage by defining and managing the customer and service portfolio.
  • Increase competence, capability and productivity of IT staff and better utilize the skills and experience of staff.
  • Improve user and customer satisfaction with IT as well as the end-user perception and brand image.


Improve your IT Services & Career with ITIL

  • Provide a practical framework for identifying, planning, delivering and supporting IT services to the business.
  • Increase business productivity, efficiency and effectiveness through more reliable IT services.
  • Define processes with clearly documented accountability for each activity to increase efficiency.
  • Enable a business to keep pace with change and drive business change to its advantage.
  • Help employees to focus on the needs of the customers and user experience rather than spending too much time on technological issues.

ITIL Benefits

ITIL provides a systematic and professional approach to the management of IT service provision. Adopting its guidance offers users a huge range of benefits that include:

  • Reduced costs
  • Improved IT services through the use of proven Best Practice processes
    Improved customer satisfaction through a more professional approach to service delivery
  • Standards and guidance
  • Improved productivity
  • Improved use of skills and experience
  • Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements

ITIL Key Facts

  • Over one million certified IT professionals worldwide
  • Exams available in more than 20 languages
  • ITIL is the most widely accepted approach to IT service management in the world
  • ITIL is supported by quality services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors

Literature and Business Books

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Customize the ITIL Framework to your needs

QRP International provides ITIL® consultancy both to organisations that want to start their ITIL implementation and to organisations that may require expert help along the ‘ITIL road’.

In addition to training, we also provide guidance on the transferring the ITIL skills learnt in the classroom into a live practical environment.

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