IT Service Management (ITSM) is often confused with an acronym, also famous for those in the field: ITIL (Information Technology Infrastructure Library).
Although thinking that both represent the same thing is a mistake, the confusion is justifiable: ITIL is of great importance for the proper functioning of ITSM.
But what does each one deal with, after all? Come and find out in this article!
What is ITIL? How does it act in ITSM?
Before listing the differences between each of the terms, a brief introduction to what ITIL is worth.
Basically, ITIL is synonymous with best practices for IT Service Management.
This framework was developed in the late 1980s, from the need of the English government for IT processes. This resulted in a set of best practices that underpinned IT Service Management.
Later, large organizations and government agencies in Europe adopted this practice from the 1990s, also being used by private companies.
The first ITIL books, even in its early stages, already addressed fundamental issues for ITSM, such as service level, help desk and incident management, as well as the contingency plan related to change management.
This structure went through four versions, currently being in the version called ITIL 4. New versions, like the last one that was launched, have emerged from the need for best practices to assist companies that use new technologies, something 100% related to digital transformation.
Benefits of ITIL in ITSM
Thinking about the benefits of ITIL, we can list:
- A design that keeps customer needs and expectations as a primary goal, that is, the success rate of the product or service will probably be higher;
- Improvement of the overall aspect of service management;
- Maintenance of compliance with possible area regulations;
- Help in the digital transformation process of companies;
- Creation of more innovative and valuable services;
- Economy, since ITIL encourages detailed reporting, promoting efficient and effective service delivery;
- Alignment of IT department objectives with business objectives;
- Scope that encourages continuous improvement of services;
- Consideration of all stakeholders.
What are the differences between ITSM and ITIL?
If we read the benefits generated by ITIL, it may be possible to see why this term and ITSM are confused, since ITIL is a basic framework for this context.
There are many points in which they approach because, in reality, ITIL is a part of the IT service management area.
If a company implements IT as a service, there are many frameworks available that can help ITSM, and ITIL is just one of them.
So, ITIL is a framework of best practices and ITSM strategies in the organization’s processes. This framework helps companies improve their services and meet their business goals after aligning their IT with their strategic objectives.
In other words, ITSM is a discipline in itself. On the other hand, ITIL is a direction to achieve that discipline. ITSM is concerned with the creation, design, implementation, and support of IT services.
Meanwhile, ITIL is a framework that can help in the implementation phase to increase the value generated from these IT services.
Like ITIL, there are other famous frameworks used to improve IT services, such as the Microsoft Operations Framework (MOF), Control Objectives for Information and Related Technologies (COBIT), and VeriSM – an approach to service management in the Digital Age.
Conclusion
Now, you can better understand how ITSM and ITIL relate. Moreover, you also know that they are not the same thing; ITIL is a complement to ITSM!
The ITIL framework provides a model for IT organizations to effectively implement ITSM and begin delivering more value to their organizations through effective and efficient service lifecycle management.
It’s no wonder that ITIL is one of the most widely used ITSM frameworks in the world, applied in large companies such as Spotify and Disney.
Do you still have any questions about what ITIL is and how it differs from ITSM? Leave them in the comments!
English 
 in IT Service Management (ITSM).){kind=link}