+44 (0) 3333 445 286 [email protected]

Subtotal: £0.00

No products in the basket.


The Information Technology Infrastructure Library® (ITIL®) is a best practice methodology for IT service management (ITSM) where IT services are aligned with the needs of the business.

ITIL is often used in preparation for ISO/IEC 20000 certification.

Call us on +44 (0) 3333 445 286 to discuss your ITIL needs, or email [email protected]

What is ITIL?

ITIL is an ITSM framework. It consists of twenty-six processes arranged around a five-phase lifecycle. These phases are known as key elements. The key elements of the lifecycle correspond with the phases that a service goes through during its life. The key elements of the ITIL Service Lifecycle are:

Service Strategy – understand the needs of the customer and organisational objectives.

Service Design – a plan to deliver the service strategy is devised.

Service Transition – provides guidance for developing and improving the capabilities for transitioning new, or changed services into the live environment.

Service Operation – manages the day-to-day operation of services in the live environment.

Continual Service Improvement – monitors and improves services.

New to ITIL?

Buy the Introduction to the ITIL Service Lifecycle               Buy the ITIL Foundation Handbook

What are the benefits of ITIL?

  1. Alignment of IT with business needs.
  2. Improved delivery of services and customer satisfaction.
  3. Better management of IT risk, service disruption and failures.
  4. Total transparency over the cost of IT and improved ROI.
  5. Capacity can be managed in line with business demand.
  6. Continuous monitoring and improvement.
  7. Delivery of high quality IT services.

Are ITIL, ITSM and ISO 20000 the same thing?

The basic answer to this is no. ITIL and ISO/IEC 20000 serve different purposes.

ITIL provides a set of processes that can be adapted and adopted how and where the organisation in questions sees fit.

ISO/IEC 20000, on the other hand, is an International Standard. Organisations can be audited against Part 1 of the standard and attain certification to say that their service management system (SMS) meets the requirements of the standard.

ISO/IEC TR 20000-11:2015 provides guidance on the relationships between ISO/IEC 20000-1:2011 and ITIL 2011. Buy your copy here today.

What ITIL resources are available?

If you are looking for a book covering all aspects of ITIL and ITSM you are in the right place. We are the one-stop shop for all your ITIL and ITSM needs.

As official distributors of TSO, the official publisher of AXELOS® titles, and many other leading ITSM publishers we have brought together, in our store, the most complete selection of ITIL and ITSM books in one place.

ITIL Publications:
ITIL Lifecycle Publication Suite.
ITIL Key Element Guide Suite.
ITIL Foundation Handbook.
ITIL for Beginners.

ITIL Qualifications

The ITIL qualification scheme enables service management professionals to gain recognition of their ITIL expertise. It is comprised of five qualifications, each of which is focused on different aspects of ITIL. Each of the qualifications goes into ITIL best practice to various degrees of depth and detail.

The five ITIL qualifications currently available are:


The syllabuses of all the ITIL qualifications are based on the books in the ITIL Lifecycle Publication Suite.
As the one-stop shop for all your ITIL and ITSM needs, we have a range of study guides to support your studies.

Passing Your ITIL Foundation Exam (Official Study Guide).
ITIL Foundation Handbook.
ITIL Practitioner Guidance.
Passing your ITIL Managing Across the Lifecycle Exam.

ITIL Training

At ITSM Shop we know the importance our customers place upon gaining recognition of their ITIL expertise. This is why we have partnered with one of the world’s leading e-learning training providers to offer a leading range of ITIL e-learning courses.

ITIL Foundation Online Training (30 or 60 Days Access).
ITIL Expert Online Training (365 Day Access).

ITIL and ITSM consultancy

As an organisation we are run by service managers for service managers, and we recognise that there are times when an ITIL and ITSM project needs an expert on hand to assist with adapting and adopting the framework.

ITSM Shops’ consultants are all experts and can offer as little, or as much help as you need. Stuck on getting started with ITIL? No worries; we’ll get you started in record time. Problem with Problem Management? No problem for us.

To discuss your ITIL requirements please call us on +44 (0) 3333 445 286, or email us at [email protected]