{"id":16296,"date":"2026-04-22T15:19:22","date_gmt":"2026-04-22T13:19:22","guid":{"rendered":"https:\/\/smartfp.cz\/glossary\/itil\/"},"modified":"2026-10-22T16:33:58","modified_gmt":"2026-10-22T14:33:58","slug":"itil","status":"publish","type":"page","link":"https:\/\/smartfp.cz\/en\/glossary\/itil\/","title":{"rendered":"ITIL"},"content":{"rendered":"\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-block-group-is-layout-constrained\" style=\"padding-top:0;padding-bottom:24px\">\n<h1 id=\"what-is-itil-and-how-does-it-service-management-work-in-practice\" class=\"wp-block-heading\" style=\"padding-bottom:0;font-size:clamp(1.743rem, 1.743rem + ((1vw - 0.2rem) * 2.052), 3rem);line-height:1.1\">\n<strong><mark class=\"has-inline-color has-custom-sfp-light-orange-color\">What Is ITIL<\/mark> and How Does IT Service Management Work in Practice?<\/strong>\n<\/h1>\n\n\n\n<figure class=\"wp-block-image size-full\" style=\"margin-top:var(--wp--preset--spacing--40);margin-bottom:var(--wp--preset--spacing--40)\"><a href=\"https:\/\/smartfp.cz\/en\/demo\/\"><img loading=\"lazy\" decoding=\"async\" width=\"900\" height=\"243\" src=\"https:\/\/smartfp.cz\/wp-content\/uploads\/2026\/04\/banner-helpdesk.png\" alt=\"ITIL IT Service Management Methodology\" class=\"wp-image-13885\" srcset=\"https:\/\/smartfp.cz\/wp-content\/uploads\/2026\/04\/banner-helpdesk.png 900w, https:\/\/smartfp.cz\/wp-content\/uploads\/2026\/04\/banner-helpdesk-300x81.png 300w, https:\/\/smartfp.cz\/wp-content\/uploads\/2026\/04\/banner-helpdesk-768x207.png 768w\" sizes=\"auto, (max-width: 900px) 100vw, 900px\" \/><\/a><\/figure>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\" style=\"padding-bottom:var(--wp--preset--spacing--30)\"><br \/><strong>ITIL (Information Technology Infrastructure Library)<\/strong> is the most widely used methodology for IT service management. It defines best practices for establishing processes, improving service quality, and aligning IT with business needs. <br \/><br \/><em><mark class=\"has-inline-color has-custom-sfp-light-orange-color\">The Purpose of ITIL<\/mark><\/em> is to standardize IT processes, reduce chaos, and improve the quality of services provided.<\/p>\n\n\n\n<div style=\"height:28px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 id=\"how-itil-works-in-practice\" class=\"wp-block-heading has-large-font-size\" style=\"padding-bottom:var(--wp--preset--spacing--30)\">\n<strong>How ITIL Works in Practice<\/strong>\n<\/h2>\n\n\n\n<ul class=\"wp-block-list has-medium-font-size\">\n<li>IT services and their catalog are defined<\/li>\n\n\n\n<li>Processes (incident, request, change, etc.) are set up<\/li>\n\n\n\n<li>Roles and responsibilities will be defined<\/li>\n\n\n\n<li>SLAs and performance are monitored<\/li>\n\n\n\n<li>Data is being analyzed, and improvements are underway<\/li>\n\n\n\n<li>IT Aligns with Business Goals<\/li>\n<\/ul>\n\n\n\n<div style=\"height:24px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-a6693218 wp-block-columns-is-layout-flex\" style=\"border-radius:12px;padding-top:var(--wp--preset--spacing--30);padding-right:var(--wp--preset--spacing--30);padding-bottom:var(--wp--preset--spacing--30);padding-left:var(--wp--preset--spacing--30)\">\n<div class=\"wp-block-column has-custom-sfp-light-grey-25-background-color has-background is-layout-flow wp-block-column-is-layout-flow\" style=\"border-radius:12px;padding-top:var(--wp--preset--spacing--30);padding-right:var(--wp--preset--spacing--30);padding-bottom:var(--wp--preset--spacing--30);padding-left:var(--wp--preset--spacing--30)\">\n<h2 id=\"what-itil-offers\" class=\"wp-block-heading has-large-font-size\"><strong>What ITIL Offers<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list has-medium-font-size\">\n<li>standardization of IT processes<\/li>\n\n\n\n<li>better service quality<\/li>\n\n\n\n<li>clear roles and responsibilities<\/li>\n\n\n\n<li>Performance Measurability (<a href=\"https:\/\/smartfp.cz\/en\/glossary\/sla\/\" id=\"https:\/\/smartfp.cz\/slovnicek\/sla\">SLA<\/a>)<\/li>\n\n\n\n<li>better communication between IT and the business side<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column has-custom-sfp-light-grey-25-background-color has-background is-layout-flow wp-block-column-is-layout-flow\" style=\"border-radius:12px;padding-top:var(--wp--preset--spacing--30);padding-right:var(--wp--preset--spacing--30);padding-bottom:var(--wp--preset--spacing--30);padding-left:var(--wp--preset--spacing--30)\">\n<h2 id=\"common-mistakes\" class=\"wp-block-heading has-large-font-size\"><strong>Common Mistakes<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list has-medium-font-size\">\n<li>blindly copying ITIL without adapting it<\/li>\n\n\n\n<li>overly complex processes<\/li>\n\n\n\n<li>Adoption is lacking among people<\/li>\n\n\n\n<li>ITIL Only &#8220;on Paper&#8221;<\/li>\n\n\n\n<li>out of touch with the company&#8217;s reality<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:64px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 id=\"how-is-itil-related-to-itsm\" class=\"wp-block-heading has-large-font-size\">How Is ITIL Related to ITSM?<\/h2>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\">ITIL is a methodology (best practice), while <a href=\"https:\/\/smartfp.cz\/en\/glossary\/itsm-solutions\/\" id=\"13920\">ITSM<\/a> is the actual management of IT services. ITIL tells you how to do ITSM correctly. <\/p>\n\n\n\n<div style=\"height:64px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-group is-layout-flow wp-block-group-is-layout-flow\">\n<h2 id=\"how-smartfp-solves-it\" class=\"wp-block-heading has-large-font-size\"><strong>How <mark class=\"has-inline-color has-custom-sfp-dark-orange-color\">SmartFP<\/mark> solves it<\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\">SmartFP helps put ITIL principles into practice\u2014through workflows, <a href=\"https:\/\/smartfp.cz\/en\/glossary\/helpdesk\/\" id=\"12274\">a help desk<\/a>, and IT process management\u2014all in a single system.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-horizontal is-content-justification-left is-layout-flex wp-container-core-buttons-is-layout-bc853731 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/smartfp.cz\/en\/solution\/operations-and-it\/helpdesk\/\" style=\"border-top-left-radius:6px;border-top-right-radius:6px;border-bottom-left-radius:6px;border-bottom-right-radius:6px\">Helpdesk\/Servicedesk module<\/a><\/div>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/smartfp.cz\/en\/landing-page\/\" style=\"border-top-left-radius:6px;border-top-right-radius:6px;border-bottom-left-radius:6px;border-bottom-right-radius:6px\">Ask for a sample<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What Is ITIL and How Does IT Service Management Work in Practice? ITIL (Information Technology Infrastructure Library) is the most widely used methodology for IT service management. It defines best practices for establishing processes, improving service quality, and aligning IT with business needs. The Purpose of ITIL is to standardize IT processes, reduce chaos, and [&hellip;]<\/p>\n","protected":false},"author":16,"featured_media":0,"parent":12001,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_eb_attr":"","inline_featured_image":false,"_eb_data_table":"","footnotes":""},"class_list":["post-16296","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ITIL - SmartFP<\/title>\n<meta name=\"description\" content=\"What is ITIL, and how does it work in practice? 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