1.
What is ITIL?
ITIL, which provides numerous benefits ranging from improving decision-making processes in IT operations to reducing costs, also brings the advantages of transparency and effective communication within the organization. This process, which begins with the determination of the service strategy, forms the basis of the ITIL Service Lifecycle by managing the value, costs, and risks of IT services in a transparent manner. By continuing to read, it is possible to find clear answers to questions such as what is ITIL, what benefits does it provide to companies, can it be used together with Agile, and what is the importance of the ITIL certificate.
ITIL, an abbreviation for "Information Technology Infrastructure Library," is the most comprehensive guide and set of Best Practices accepted worldwide in IT service management (ITSM). The aim of this application, which is among the most sought-after approaches globally in IT service management, is to enable businesses, facilitate risk management, and create a secure IT environment. Developed for the first time in the 1980s by the UK government to eliminate inconsistencies in IT service quality and to standardize processes, ITIL was published as a series of books by The United Kingdom’s Central Computer and Telecommunications Agency. Starting as ITIL Version 1 (ITIL V1), this practice aimed to recognize IT as a fundamental service for businesses. This approach, consisting of various levels, comprises many steps ranging from service strategies to improvements.
2.
What Does ITIL Do?
Businesses activating ITIL processes work to increase quality and availability in IT operations, optimize operational costs, and meet the requirements of Service Level Agreements (SLAs). In other words, ITIL increases system availability by reducing service interruptions. In this approach, thanks to processes such as incident, problem, and change management, errors are addressed not temporarily, but by their root causes. This approach encourages proactive problem management instead of reactive interventions, ensuring that recurring failures and unexpected interruptions (Downtime) are minimized. Thanks to standardized processes, IT teams use their resources more efficiently. Thus, unnecessary interventions, unplanned work, and emergency costs are reduced. As a result of all these, operational costs decrease, and teams can devote more time to strategic tasks.
ITIL also strengthens communication between business units and IT teams. Since service levels are clearly defined, expectations become transparent. While this structure increases user satisfaction, it also makes it easier for the business to comply with industry standards and legal regulations.
3.
ITIL and Agile: Can They Be Used Together?
While the Agile approach applied with the Scrum framework helps develop IT services faster and more flexibly, ITIL offers a framework on how these services will be planned, delivered, and maintained. Therefore, especially with the ITIL 4 version, the IT Infrastructure Library and Agile/DevOps approaches have become complementary methodologies. You can clearly see the similarities and differences between ITIL and Agile approaches in the table below.
| Feature |
ITIL |
Agile |
| Core Focus |
Management and continuity of IT services |
Rapid value creation and adaptation to change |
| Approach Type |
Service management framework |
Working and thinking mindset |
| Flexibility Level |
Controlled and process-oriented |
High flexibility and iterative structure |
| Documentation |
Defined processes and standards are at the forefront |
Documentation as needed |
| Change Management |
Proceeds in a planned and risk-focused manner |
Continuous improvement and rapid adaptation |
| Purpose of Use |
To increase service quality and operational stability |
To develop products and services faster |
4.
Who is ITIL Suitable For?
ITIL is highly suitable for organizations that prioritize operational stability when managing IT services. Especially in businesses that are growing or have complex IT infrastructures, the standardization and measurability of processes is a significant need. This need can be largely met with the ITIL approach. Additionally, in institutions where multiple teams, systems, and services are managed simultaneously, ITIL ensures that responsibilities are clarified and service quality is delivered consistently. This structure contributes to reducing service interruptions and increasing user satisfaction. In addition to all these, ITIL offers a strong framework for organizations operating in sectors frequently subject to legal regulations, such as finance, healthcare, telecommunications, and the public sector. This is because meeting audit, reporting, and service level requirements is of critical importance in such structures.
Who is ITIL Not Suitable For?
In new startups and small-scale teams where speed, experimentation, and rapid decision-making are at the forefront, detailed process definitions and documentation can reduce the speed of doing business. Therefore, ITIL practices may not yet be the right approach for such businesses. Additionally, ITIL does not provide the expected benefit in organizations where communication between IT teams and business units is weak. When processes are not owned and not associated with business goals, ITIL turns into a framework that remains only on paper. Furthermore, in institutions that are closed to change, have not adopted an agile working culture, and lack an understanding of continuous improvement, this approach may further reduce flexibility. For this reason, the success of ITIL depends not only on the existence of processes but also on the cultural readiness of the organization.
You can also obtain more comprehensive information about the subject by reading our article titled The Importance of Digital Transformation in Businesses.
