Service Management Blog

Who Uses ITIL?

3 minute read
Joe Hertvik

ITIL® is a set of practices that imparts practical and strategic ITSM guidance. (The latest version is ITIL 4.) ITIL is used as a guide to help groups improve the value of their services by focusing on co-creating business value and solving business issues, rather than just improving IT capabilities. Organizations use ITIL as a framework for focusing all their activities, components, and resources to implement capabilities that provide specific business value.

For all the guidance ITIL provides, it’s important to remember that ITIL is a framework that real companies and organizations of all sizes and missions use. Let’s take a look.

Who Uses ITIL in 2020

(This article is part of our ITIL 4 Guide. Use the right-hand menu to navigate.)

Who uses ITIL in 2020?

ITIL can benefit any organization that provides an IT service management (ITSM) product or service. ITIL is used by organizations worldwide in all industries and sectors:

  • Large, medium, and small companies
  • National, state, and local governments
  • Universities and education systems
  • Non-governmental organizations

Even though ITIL is used worldwide, it is hard to find a definitive list of global ITIL organizations. However, there is one organization that regularly publishes information on companies that use ITIL: AXELOS. AXELOS owns ITIL and provides a range of best practice solutions and puts out blog posts, case studies, white papers, and Webinars promoting their solutions, including ITIL.

When you want to find out “Who’s using ITIL?”, go to the AXELOS Content Hub and search for case studies containing the search term ITIL. Each case study will reference a specific business using the framework. You can also find a list of ITIL case studies by searching the internet for “ITIL Case Studies”. Using either technique creates a list of organizations in many different industries that use ITIL.

Companies and organizations who use ITIL

Here are 20 different organizations that I found use ITIL and the industries they serve.

Searching for ITIL-enabled organizations this way provides a broad cross-section of organizations you can reference as you put together your own ITIL plans.

ITIL best practices

It is important to evaluate and apply ITIL guidelines in a way that fits the unique qualities and parameters of its business. Used wisely, the benefits achieved can include cost reduction by optimizing use of resources, improved service delivery and customer satisfaction, and a stronger alignment between IT and business groups.

Since ITIL is a set of best practices and not a standard, organizations are free to adopt as much of the ITIL framework as is valuable to them. However, the more ITIL-compliant an organization’s processes are, the greater the benefits that organization will realize.

Additional resources

For more on ITIL and other ITSM practices, check out the BMC Service Management Blog or explore these articles:

ITIL 4 Best Practice e-books

These all-new ITIL e-books highlight important elements of ITIL 4 best practices so that you can quickly understand key changes and actionable concepts. Download now for free!

These postings are my own and do not necessarily represent BMC's position, strategies, or opinion.

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About the author

Joe Hertvik

Joe Hertvik PMP owns Hertvik & Associates, an IT infrastructure and marketing management consultancy. Joe provides contract services for IT environments including Project Management, Data Center, network, Infrastructure, and IBM i management.

His company also provides Marketing, content strategy, and content production services for B2B IT industry companies. Joe has produced over 1,000 articles and IT-related content for various publications and tech companies over the last 15 years.

Joe can be reached via email at or LinkedIn.