10 ITIL best practices to implement in 2025

In today’s hyper-digital age, consistent and reliable service delivery is an absolute must for businesses relying on IT to serve their customers. To assist with these efforts, organizations are increasingly leaning on IT service management (ITSM) guidelines to help implement a structured and systematic approach, one of the most popular of which is IT infrastructure library (ITIL).

With ITIL, companies gain a set of tried-and-true best practices that emphasize aligning technical services with broader business goals, continually improving service delivery, and enhancing internal communication. An initial investment in securing the tools and providing the training stipulated by ITIL can lead to a significant return on investment (ROI) through improved efficiency, lower maintenance fees, and more.

Join us as we delve further into what ITIL is and the plethora of benefits it can provide to your organization.

What is ITIL?

ITIL serves as a set of best practices for IT service management that focuses on aligning technical services with the needs of the company. It offers a comprehensive framework for identifying, planning, delivering, and supporting IT services, aiming to improve efficiency, achieve predictable service levels, and ensure better customer satisfaction. ITIL is organized into five core volumes, each addressing a different aspect of service management: service strategy, service design, service transition, service operation, and continual service improvement (CSI).

What is ITIL 4?

ITIL 4 refers to the latest version of ITIL, building upon previous versions of the framework by incorporating best practices for managing and delivering IT services. It emphasizes value-driven service management, which focuses on understanding and meeting user needs rather than just achieving technical goals. ITIL 4 also introduces the concept of the service value system (SVS), providing a holistic approach to managing end-to-end services by including guiding principles, governance, continual improvement, and the service value chain.

A central theme of ITIL 4 is flexibility, as it integrates modern methodologies like Agile, DevOps, and Lean, enabling companies to adapt to rapidly changing digital environments. By supporting a broad spectrum of processes, ITIL 4 empowers businesses to be more resilient, ensuring that IT services remain aligned with broader organizational goals and that inefficiencies are minimized.

Why are ITIL best practices important?

Providing IT professionals with a clear set of guidelines allows them to respond to incidents and changes in a more systematic manner. With a clear blueprint in hand, employees can quickly identify the root causes of problems, implement corrective actions, and prevent future occurrences. This structured approach not only minimizes service disruptions, but also improves the company’s ability to adapt to new technologies and evolving business requirements.

Additionally, ITIL's framework emphasizes the importance of learning from past experiences and continuously refining processes to achieve better outcomes. By documenting best practices, organizations create a valuable knowledge base that can be leveraged for training new employees, facilitating cross-functional collaboration, and driving innovation.

10 ITIL best practices you need to prioritize

Business leaders will first need to conduct a thorough internal assessment when formulating a set of ITIL practices for their team to follow. Key factors to keep in mind when building these guidelines include alignment with broader organizational goals, benefit to support agents and end-users, and cost-effectiveness.

Though these processes will vary from company to company, in general, some proven best practices in ITIL include:

1. Establish clear goals

Designating clear objectives in ITIL necessitates understanding your organization's mission and vision, and translating these into specific, measurable, achievable, relevant, and time-bound (SMART) goals. It’s vital to engage stakeholders from various departments to gather their input, verifying that these objectives support broader business needs.

Once your goals have been established, it’s crucial to communicate them effectively across the company. This involves creating a detailed plan that outlines the steps needed to achieve the objectives, assigns responsibilities, and sets clear timelines. Don’t forget to engage in regular monitoring and reporting to keep the goals on track and to make necessary adjustments over time.

2. Streamline service desk

Effective collaboration is vital for streamlining service desk processes. For instance, establishing clear channels for communication between the service desk, other IT teams, and business units ensures that information flows smoothly and that issues are resolved collaboratively. Implementing ITIL’s service level management (SLM) helps manage expectations with stakeholders as well, verifying that service desk performance aligns with agreed-upon standards.

Moreover, it’s paramount that service desk agents receive continuous training and development opportunities. Regular training sessions on ITIL processes, new technologies, and soft skills, such as communication and problem-solving, equip teams to handle a wide range of issues effectively. Cross-training staff in different areas can also create a more versatile team capable of addressing various incidents without unnecessary escalations.

3. Streamlining incident management

A well-defined incident management process is a fundamental piece of any business’s ITIL approach. This requires prioritizing disruptions based on their impact and urgency, enabling the service desk to address critical issues promptly while managing less urgent ones systematically. Here, automation tools can be used to handle routine tasks such as ticket routing, status updates, and notifications, thus freeing up service desk staff to focus on more complex issues.

Continuous improvement is another key aspect of optimizing incident management. Conducting regular reviews and post-incident analyses help identify the root causes of incidents and areas for process improvement. Utilizing reporting and analytics tools also serves to measure incident management performance through key performance indicators (KPIs) such as resolution times, incident volumes, and user satisfaction.

4. Understand the importance of ITIL

Effective communication about the importance of ITIL involves linking its benefits directly to your IT team's daily responsibilities. Be sure to clearly explain how adopting ITIL processes can make their work easier, more structured, and more efficient. It can also be beneficial to involve team members in the process of implementing ITIL practices, seeking their feedback to foster an enhanced sense of ownership.

Additionally, regularly communicating success stories achieved through ITIL adoption can reinforce its importance over time. Sharing KPIs that showcase improvements in service quality and customer satisfaction also serve to enhance employee buy-in. Recognizing individual and team achievements related to ITIL implementation can boost morale and encourage ongoing commitment as well.

5. Consolidate incident & requests into one place

Consolidating all IT-related efforts typically necessitates leveraging a unified service management tool. A comprehensive ITSM platform that integrates incident management and request fulfillment verifies that all incidents and requests are captured and tracked in one centralized location. This software should support automated workflows, categorization, and prioritization, allowing for efficient handling of different types of tickets.

Implementing a single point of contact, such as a centralized service desk, is also crucial. Service desks act as the primary interface between users and the IT department, verifying that all communication is handled through one standardized channel. This consolidation helps in maintaining consistent communication and verifying that all issues are logged and tracked uniformly. 

6. Integrate with other ITIL tools

A company’s integrations are generally centered around the aforementioned ITSM solution, then branching out from this foundation. The chosen platform should offer robust APIs and connectors that enable interoperability between different systems used within the organization. For instance, connecting incident management, change management, and configuration management tools ensure that changes and incidents are tracked against configuration items (CIs) in the configuration management database (CMDB).

Furthermore, introducing a unified data model across the ITSM platform is crucial for effective integration. A standardized structure verifies that all tools and processes share consistent and accurate information, reducing the likelihood of discrepancies. This centralized data model also supports the creation of a single pane of glass for managing technical services, providing IT teams with a holistic view of their environment. 

7. Offer self service options

One of the most common self-service tools offered within ITIL is the self-service portal. This web-based interface allows users to log incidents, submit service requests, and track the status of their tickets autonomously. Self-help portals also assist in streamlining the reporting process and providing users with greater control over their requests.

Another key self-service option is the knowledge base, which houses a repository of articles, FAQs, and guides. By employing this powerful resource, companies allow users to easily search to find solutions to common problems, access step-by-step instructions, and learn about best practices. Only one out of every five organizations reports experiencing the expected return on investment (ROI) from their IT self-service expenditures, suggesting ample room for improvement in this area.

8. Proactively identify risks and take preventive actions

Preemptively identifying and preventing threats in ITIL involves adopting a systematic approach to risk management. For instance, regular risk assessments are a key component of the continual service improvement process. This involves identifying potential risks across various IT services, analyzing their potential impact, and prioritizing them based on their likelihood and severity. 

Instituting robust change management procedures is another crucial practice for proactively mitigating risks. By assessing the potential threats associated with adjustments before their implementation, organizations can prevent incidents before they affect their services. This requires conducting thorough impact assessments, creating detailed risk mitigation plans, and ensuring all stakeholders are prepared for the change.

9. Leverage AI and automation

One area of ITIL that is a prime candidate to benefit from the use of AI-powered tools and automation is incident management. Intelligent chatbots allow for the automated handling of routine inquiries and initial incident logging, while AI-based algorithms can categorize and prioritize incidents based on predefined criteria. Automated workflows also serve to facilitate the distribution of tickets to the appropriate resolution teams, thereby reducing resolution times and enhancing overall service delivery.

Even more, AI-powered analytics can analyze large volumes of incident data to identify root causes of recurring issues. This proactive approach enables IT teams to address potential problems before they escalate into major incidents. It’s predicted that 70% of businesses will implement structured automation within ITSM by next year, up from only 20% in 2021.

10. Continually monitor key metrics for continuous improvement

To start, it’s paramount to verify that all KPIs measured are relevant and closely aligned with your organization’s strategic goals. These metrics should also be SMART to facilitate accurate tracking and assessment. Regularly reviewing and updating KPIs to reflect changing business needs and technological advancements ensures that they remain applicable and effective over time.

Furthermore, automated monitoring and reporting solutions eliminate the need for manual data collection, which minimizes the risk of errors and ensures that data is up-to-date. These can be used in conjunction with visualization tools, such as charts and graphs, to help stakeholders easily interpret KPI data and identify trends. Many businesses also utilize automated alerts that immediately notify them of any deviations from expected performance, empowering them to address potential problems promptly.

Where can ITIL best practices be implemented?

ITIL’s wide-ranging and versatile framework allows it to be used across the entire IT landscape, verifying that no area of technical services is overlooked. Here, it’s important to not only establish these guidelines, but ensure they’re effectively communicated to all relevant stakeholders to verify that everybody is on the same page.

Incident management

Incident management in ITIL begins with setting up a standardized procedure for incident reporting, where all disruptions are captured through a centralized service desk. This ensures that no incident is overlooked and that all relevant information is collected from the start. Only 45% of businesses currently have an incident response plan in place, suggesting that ITIL practices can provide your organization with a significant leg up on the competition. 

ITIL also encourages creating clear escalation paths for incidents that can’t be resolved by first-line support. This necessitates defining criteria for when disruptions should be escalated to higher levels of support. Here, developing a knowledge base with known solutions can assist in quicker resolution of common issues, enabling first-line support to handle a greater number of incidents effectively. 

Problem management

In problem management, it’s essential that IT teams conduct thorough root cause analysis (RCA) for every major incident or recurring issue. Techniques such as the ‘5 Whys’ or Fishbone diagrams can help in uncovering the underlying causes of problems. Once a root cause is identified, don’t forget to document the findings in your knowledge base, which will help with addressing similar issues in the future.

Engaging in a proactive approach to problem management is another important practice. This involves analyzing historical incident data to identify trends and potential problem areas before they escalate. Regularly reviewing incident reports and KPIs can also help in addressing underlying issues preemptively.

Change management

It’s vital that businesses establish a clear change management process that includes defining procedures for requesting, assessing, approving, and implementing adjustments. Verifying that all changes are submitted through a standardized request form and are evaluated for their risk and benefits before approval helps in maintaining control and reducing potential disruptions.

Moreover, communicating details about upcoming adjustments to stakeholders, including users, IT staff, and business units, helps verify that everyone is well-prepared. This requires providing information about the change schedule, potential impacts, and any necessary actions from stakeholders. After introducing an adjustment, conducting post-implementation reviews helps in assessing whether the change achieved its intended outcomes and identifying any issues that arose. 

Service level agreement management

Here, business leaders must first define clear and measurable service level agreement (SLA) targets that align with customer expectations. This requires collaborating with stakeholders to understand their needs and setting specific criteria for service performance, such as response times and availability. Agreements should be detailed and include metrics that can be objectively evaluated, verifying that both service providers and customers have a shared understanding of expectations.

Continuously reviewing and updating agreements based on changing business needs is also critical for effective SLA management. Regularly engaging with stakeholders to revise SLA terms ensures that agreements remain reflective of current requirements and expectations. This might involve adjusting performance targets, incorporating new service metrics, or revising terms based on feedback.

Knowledge management

ITIL emphasizes creating knowledge management (KM) practices that aim to capture, structure, and share information within an organization. Here, the primary goal is to ensure that accurate information is readily available to the right people at the right time, which reduces response times and improves problem resolution rates. By categorizing information and applying metadata, ITIL practices allow organizations to establish a centralized knowledge repository.

A key aspect of implementing ITIL-aligned knowledge management is the continual improvement of knowledge assets. ITIL encourages organizations to regularly update, review, and validate information to ensure it remains relevant and aligned with the latest business objectives. Moreover, it promotes cross-departmental collaboration in KM, enabling IT, support, and business teams to contribute and share insights.

IT asset management

By categorizing assets and defining ownership, ITIL helps establish clear accountability and transparency over IT resources, from hardware and software to licenses and virtual assets. This practice not only improves compliance with regulatory requirements, but also helps organizations avoid unnecessary costs by reducing underutilized resources and minimizing risks related to asset mismanagement.

One of the key ITIL practices for asset management is configuration management, which involves maintaining a CMDB that provides a centralized repository of information about each asset and its relationships with other resources. This repository enables organizations to monitor asset performance, track changes, and assess the impact of incidents on the broader IT environment.

Benefits of following ITIL best practices

By sticking to ITIL’s guidelines, businesses can standardize their technical processes, ensuring consistent service quality, faster response times, and improved resource utilization. These practices create a framework that helps teams manage complex IT environments more effectively, reducing the chances of costly errors while enhancing the overall customer experience (CX).

Let’s dive into some of the key advantages that ITIL can offer:

Enhance customer satisfaction and experience

ITIL emphasizes structured frameworks for managing IT services, which helps businesses align technical operations with customer needs. For instance, practices such as incident management and problem management focus on minimizing downtime and quickly addressing service disruptions, thereby ensuring timely service. This responsiveness builds trust and reliability, as customers know that issues will be resolved quickly, which directly improves satisfaction.

Through CSI, ITIL also encourages ongoing evaluation and refinement of IT services, ensuring that they adapt to evolving customer needs. For example, by analyzing data from customer interactions and technical incidents, organizations can identify trends and pain points, leading to better service design and a more user-friendly IT experience. 

Simplify operations

Following ITIL best practices can streamline IT operations by providing standardized frameworks for managing technical services, which reduces complexity and operational inefficiencies. This structured approach also minimizes duplication of effort and avoids the chaos of ad-hoc troubleshooting, making it easier for IT teams to manage issues systematically.

Moreover, ITIL simplifies technical processes through its emphasis on knowledge management. KM helps create a centralized repository of information, allowing teams to quickly access proven solutions, past incident reports, and troubleshooting guides. This reduces time spent on reinventing solutions for recurring issues and empowers IT staff with the resources they need to respond more efficiently.

Optimize business alignment

Through practices like service strategy and service design, ITIL guides organizations to consider broader business objectives when developing and delivering IT services. For example, ITIL's service level management establishes clear SLAs that define expectations and performance standards based on business priorities.

Moreover, ITIL’s emphasis on business relationship management (BRM) enables technical teams to stay attuned to evolving organizational needs and adapt services accordingly. BRM encourages ongoing communication between IT and business units, ensuring that technical teams can anticipate and respond to changes in business strategy or customer demand. 

Effectively manage risk

Businesses can manage risks more effectively with ITIL by embedding risk assessment and mitigation into their service management processes. Change management, for instance, focuses on the careful evaluation of potential risks associated with any adjustments to the technical environment. By requiring risk assessments and approvals for modifications, ITIL helps prevent unintended service disruptions or security vulnerabilities that could arise from poorly managed changes. 

ITIL further improves risk management through its emphasis on business continuity and service level management. By setting clear SLAs and continuity plans, ITIL verifies that critical services are prioritized first and that recovery plans are in place, enabling faster response in case of disruptions.

Cost saving

ITIL can also help drive cost savings by fostering efficient resource utilization and proactive planning across IT services. For instance, its capacity management guidelines enable organizations to forecast IT demand accurately, ensuring resources are neither over- nor under-provisioned. This prevents unnecessary spending on infrastructure that may sit idle, while also avoiding the costly consequences of insufficient capacity.

Even more, financial management practices play a direct role in controlling IT costs by establishing budgeting, accounting, and cost-tracking mechanisms for technical services. By providing a clear view of technical expenditures, financial management allows businesses to evaluate the value and impact of each IT service, making it easier to cut or scale back low-priority investments.

Enhance team collaboration

Adhering to ITIL best practices enhances team collaboration by promoting clear roles, structured workflows, and shared objectives within IT service management. When all staff are aligned on these standards, cross-functional teams can work more effectively toward shared outcomes, reducing silos and building a unified approach to delivering consistent, high-quality services.

ITIL’s service transition guidelines also create well-defined processes for moving services from development into operation, thereby enhancing communication between departments. Service transition provides structured steps and handoffs, ensuring that everyone involved in deploying a service has the necessary resources. This minimizes the potential for miscommunication and ensures smooth transitions, as teams know precisely when and how to coordinate their actions.

Integrating ITIL with other Frameworks

There’s a plethora of frameworks that fall under the ITSM umbrella, all of which offer unique benefits for the businesses that employ them. 

Many organizations choose to adopt several of these methodologies simultaneously to help address a wide scope of technical needs that any single framework may struggle to achieve on its own. Thus, it’s crucial that companies have processes in place to leverage these approaches synergistically, verifying that all are contributing to common goals and strengthening each other over time.

Six sigma

Six Sigma is a data-driven methodology aimed at improving processes by identifying and eliminating defects to achieve near-perfect quality. It employs a structured problem-solving approach known as DMAIC (define, measure, analyze, improve, control) to drive improvements, ensuring that solutions are based on empirical data and rigorous analysis.

Integrating ITIL with Six Sigma involves aligning the best practices of ITIL’s service management framework with Six Sigma’s focus on quality management. By identifying common goals, such as improving service quality and operational efficiency, organizations can create a cohesive strategy that leverages both ITIL’s structured service management processes and Six Sigma’s data-driven approach to process improvement.

Lean

Lean methodology focuses on optimizing processes by eliminating waste and enhancing value delivery. In ITSM, this translates to streamlining technical processes, reducing redundancies, and improving service delivery efficiency. A Lean approach employs techniques like value stream mapping, which helps visualize the flow of information, identifying bottlenecks and areas where waste can be reduced. 

When integrated with ITIL practices, one effective approach is to align Lean principles to expedite service management activities. For example, value stream mapping can be used to analyze ITIL processes such as incident management and change management. By mapping out these processes, companies can eliminate non-value-added steps, reduce cycle times, and improve overall efficiency.

Agile

An Agile approach in ITSM is characterized by its emphasis on flexibility, iterative development, and continuous improvement to adapt to changing requirements. This dynamic stance ensures that technical services are continuously refined and aligned with user needs, thereby leading to improved service delivery and customer satisfaction.

Connecting an Agile methodology with ITIL requires focusing on how ITIL’s framework can support Agile’s iterative cycles and adaptive changes. This integration ensures that while Agile teams work in short, repetitive cycles, the overall service management framework remains robust and focused on continuous improvement.

Implement best practices and optimize your ITIL processes today with Freshservice!

Freshservice acts as an all-in-one ITSM solution, providing businesses with the scale and flexibility required to adapt to whichever service management framework they choose to employ.

Its comprehensive nature allows it to serve as a single, unified platform from which all technical initiatives can be carried out, whether that means incident management, problem management, change management, or anything else. Proactive tools like service health monitoring and alert management also empower teams to get a head start on any potential issues, positioning them to quickly address problems before they snowball.

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