5 min read
Navigating the world of IT Service Management (ITSM) can be overwhelming for those just starting their careers. Often, terms are used interchangeably or even incorrectly, creating more confusion than clarity. One of the most common debates in this arena is ITSM vs ITIL. And while they belong to the same universe, they are not the same thing. Let’s clear this up.
In a nutshell, ITSM is the overall practice of managing and optimizing IT services (such as resetting a password) within an organization. On the other hand, ITIL (formerly known as Information Technology Infrastructure Library) is a specific framework within ITSM that provides guidelines and best practices for efficient ITSM. So, ITSM is the what and ITIL is one of the how.
In this blog post, we’ll break down both terms, look at real-world examples, and highlight their key differences. Let’s dive in!
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What is ITSM?
IT Service Management, or just ITSM, is the practice of designing, delivering, managing, and improving IT services within an organization. These IT services come in all shapes: fixing a broken laptop, granting access to new software, resetting a password and resolving various technical issues that disrupt daily operations.
So, what’s the difference between ITSM and just walking up to the IT guy to ask for a new mouse and keyboard? For one, since ITSM is a structured approach to IT services, there’s a defined and ever evolving process for each request. Plus, it’s a proactive, not reactive, approach, meaning IT teams not only fix problems but also anticipate and prevent issues before they impact business operations.
What is ITIL?
ITIL is the most widely adopted framework for ITSM. And by “framework,” we just mean a set of definitions, best practices and guidelines for creating, maintaining, delivering, and improving IT services.
By now, you might be wondering: is ITIL really necessary? Is there any value in it? Can’t we just figure out how to provide IT services in our own way? The short answer: yes, you can—and you should. But adopting a framework like ITIL makes the process easier because it provides a structured approach that already covers key aspects of ITSM.
Recommended reading
The Definitive Guide to ITSM Frameworks [+Free Downloadable Cheat Sheet]
What practices does ITIL include?
ITIL practices include Incident Management (resolving IT issues efficiently), Change Enablement (rolling out updates with minimal disruption), and Problem Management (preventing recurring issues by addressing root causes). Actually, the last version of ITIL is called ITIL 4 and has more than 30 practices.
For example, if a company experiences frequent email outages, ITIL’s Problem Management process helps IT teams analyze patterns, identify the root cause, and implement a long-term fix instead of just applying quick patches.
At its core, ITIL is a best-practice playbook that enables organizations to maximize performance, minimize downtime, and continuously improve service delivery.
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ITIL vs ITSM: 5 key differences
Comparing ITSM and ITIL can be challenging because, while they complement each other, they operate on different levels. In short, ITSM is the overarching approach to managing IT services, whereas ITIL is a framework that provides best practices for doing so effectively. Below, we’ll break down their key differences to clarify how they relate to each other.
#1: Definition
ITSM refers to the entire discipline of managing IT services. It’s a broad concept that includes multiple methodologies, frameworks, and practices.
ITIL, on the other hand, is a specific framework within ITSM. Although there are many frameworks, such as COBIT and ISO/IEC 20000, ITIL is the most well-known one. It provides a structured approach with predefined guidelines and best practices for improving IT service delivery.
#2: Focus
ITSM is focused on the end-to-end management of IT services, ensuring that they align with business needs and provide value to users.
ITIL, however, is focused on establishing best practices and processes for effective ITSM. It’s a framework that helps organizations implement ITSM efficiently.
#3: Goals
The goal of ITSM is to optimize IT services to enhance productivity, reduce downtime, and align IT operations with business objectives.
ITIL’s primary goal is to standardize and improve ITSM processes through best practices, ensuring consistency, efficiency, and continuous improvement.
#4: Flexibility
ITSM is highly flexible, allowing organizations to adopt different methodologies (like DevOps, Agile, or COBIT) depending on their needs.
ITIL is more structured but has evolved to be more adaptable. ITIL 4, for example, incorporates modern practices like Agile and DevOps to offer a more dynamic approach.
#5: Who’s behind it?
ITSM isn’t owned or managed by a single organization—it’s a broad IT discipline shaped by industry best practices and evolving methodologies.
ITIL, however, is managed by AXELOS, a joint venture between the UK government and Capita. It requires certifications for implementation, making it a more formalized framework.
Recommended reading
ITIL Certification in 2025: Why, Which One, How and Its Costs
#6: Utility and adoption
Organizations can adopt ITSM with or without ITIL, but using an ITIL-aligned ITSM tool, like InvGate Service Management, ensures adherence to industry standards, streamlines processes, and improves overall Service Management.
ITIL also helps organizations adopt a structured approach to ITSM, making it easier to scale operations, improve efficiency, and enhance service quality.
Conclusion
While ITSM and ITIL are closely connected, they serve different roles in IT service delivery. ITSM provides the overarching approach to managing IT services, ensuring they align with business needs, while ITIL offers a structured framework to implement best practices efficiently.
Organizations don’t have to choose between them—many successfully use ITIL to enhance their ITSM strategy. By understanding their differences, IT teams can make informed decisions on how to optimize their Service Management approach, improve workflows, and ultimately deliver better IT services.
