Official ITIL® Website

IT Service Management (ITSM) derives enormous benefits from a best practice approach. Because ITSM is driven both by technology and the huge range of organisational environments in which it operates, it is in a state of constant evolution. Best practice, based on expert advice and input from ITIL users is both current and practical, combining the latest thinking with sound, common sense guidance.

Lucky Draw Prize Winners

itSMF International is pleased to announce the 2013 annual survey participants 'lucky draw' prize winners.


  • 1st Prize - An IPAD courtesy of the national University of Singapore: John Donoghue from Dublin in Ireland


  • Runner up - Prize courtesy of itSMF Australia: Jow Philbrook Toronto in Canada


The luck draw was held at the Chapter Leadership Conference in Taiwan in October 2013


New itSMF Publishing Survey Series Launched

itSMF Publishing is launching a new series of surveys.

The topic of the first survey is BYOD (Bring Your Own Device).

The survey is available here and the link is also contained in the current issue of the magazine, available here.

October 2012 Issue of At Your Service available

The current issue of At Your Service is now available.  In it:

Successful 2nd Annual International Publications Meeting

itSMF Publishing held its very successful, second annual
international publishing meeting in Warsaw, Poland, from April 23rd
through the 27th. Publishing representatives from chapters around
the globe met to discuss such vital areas as author acquisition, marketing,

Successful 2nd Annual itSMF International Publishing meeting

itSMF Publishing held its very successful, second annual
international publishing meeting in Warsaw, Poland, from April 23rd
through the 27th. Publishing representatives from chapters around
the globe met to discuss such vital areas as author acquisition, marketing,
translations, social media, media platforms and several other topics. The
portfolio owners left with both a plethora of ideas and much work to do.

Latest edition of At Your Service now available

We are pleased to announce that the latest edition of the International Magazine - At Your Service is available on the following link.

This is a new platform for the magazine, offering support for mobile devices. 

ITIL Foundation Handbook revised by itSMF UK

The ITIL Foundation Handbook has now been revised by the UK Chapter to bring it into line with ITIL 2011 Edition. Published by TSO and endorsed by the official ITIL Accreditor, the pocket guide is a quick-reference revision guide designed to help students prepare for their Foundation exam. It is also a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling.

Latest Edition of "At Your Service" now available

We are pleased to announce the publication of the latest issue of our International Magazine "At Your Service".  Please download and share, contributions for future editions can be sent to

Download the current issue:


The ITIL Managing across the Lifecycle (MALC) Survey

The ITIL Managing across the Lifecycle (MALC) qualification is currently undergoing a review as part of APM Group's continual service improvement process. As part of the review project and stakeholder consultation a number of surveys have been created.

The surveys are targeting MALC students, their sponsors, ATOs and trainers, and are available for completion in English, German and Japanese. APM Group would like to gather stakeholder feedback on MALC qualification, particularly on MALC syllabus, course and exam, and welcome any suggestions for improvement.

itSMF International Whitepaper Competition Results


We would like to announce the winner of the inaugural International Whitepaper Competition.

Chapters were invited to submit their own best paper or submission award winner.  We received 19 finalists from a wide range of countries covering many different subject areas within Service Management.

itSMF International Annual Report to Chapters 2009/10

An exciting and productive year of itSMF activity is summarised in the report, along with financials and other information. It is well worth a read for anybody interested in the itSMF, so we have highlighted it by putting it on the front of our web-page.

The 2009/10 Annual Report can be downloaded from 

We look forward to receiving any questions or comments, and please send them to:

itSMF International Chair, Sharon Taylor Steps Down

Sharon TaylorSharon Taylor has notified the itSMF International Board of her intention to officially step down as its Chairman. Ms Taylor has cited the need to meet growing personal and family commitments, as the reason for reducing a number of her current commitments.

She is very well known and respected in the ITSM global community and has served the itSMF movement as the Chair for itSMF International for 2 years, and has served on Chapter Boards and International itSMF committees for 8 years prior to her appointment as itSMF International Chair. Within this time she has led the growth of the itSMF movement, overseen improvements to itSMFI, ensured that the governance of the organisation has been properly documented and updated as well as helping to support the financial viability of the company.

itSMF International Appoints three new Directors to its Executive Board

At the 2009 AGM the itSMF Chapters appointed three new Directors to serve on the itSMF International Executive Board from January 1st 2010 for two years, to replace Ken Wendle, Paul Martini and Colin Rudd whose tenure is due to end.

The three new Directors appointed were:

  • David Cannon (USA) 
  • Peter Cross (Australia)
  • Michael Kum (Malaysia)


2009 AGM & 2nd Chapter Leadership Conference, held in Barcelona Spain, a great success


itSMF Chapter Leadership Conference 2009The itSMF International Executive Board met its Chapters on 30th October 2009, at the Barcelo Sants Hotel in Barcelona, Spain. Of the 52 Chapters currently chartered, 35 Chapters attended both the Annual General Meeting and Annual Chapter Meeting. Both meetings were preceded by the second Chapter Leadership Conference held on 28th & 29th October in the same location.

The CLC attendees followed a programme of workshops, presentations and fun, fraternity and fellowship all aimed at getting a greater level of understanding amongst the Chapters and a deeper understanding of how the organisation can support, develop and promote best practice on IT Service Management worldwide. Led by Sharon Taylor, the Chairman of itSMF International and her Executive Board, the Chapters made a number of resolutions aimed towards helping the Chapters to achieve a greater level of professionalism amongst IT Service Managers in their respective markets.

OGC announces phased withdrawal of ITIL v2 exams at itSMF International Conference

Press Release - OGC:

In June 2009 OGC announced that itSMF International were undertaking a survey of the IT Service Management community to seek views on the uptake of ITIL version3 and the need to retain ITIL version2.

The survey had over 1300 responses, with a broad range of organisations providing a cross-representation of views from the community. There are some clear messages in the survey report:

itSMF Partners

The itSMF has an active programme to work with partner organisations on a Global basis in order to further the ends of Service Management as a discipline.

Global Partner organisations have signed Memoranda of Understanding with the itSMF and we are working together to identify common areas of collaboration and to identify possible join projects.

Global Strategic Partner organisations are actively involved commercially with the itSMF to further the  ends of the movement with significant shared interests, objectives and vision.

itSMF International Partner, BCS Extends Range of Qualifications Abroad

BCS, The Chartered Institute for IT, is proactively extending its range of IT qualifications abroad. The announcement at this year's itSMF USA conference will mean accredited training organizations (ATOs) can apply to be recognized for BCS examinations more quickly, and at no additional cost.

itSMF Trademark Agreement

On 31st July 2009 the Boards of itSMF International and itSMF UK signed the itSMF trademark agreement document.

As you are aware, the itSMF UK and itSMF International Boards of Management have been negotiating the terms for the acquisition of the itSMF trademark brand. This negotiation follows a motion carried at the November 2007 AGM to undertake this action and secure the International ownership of the movement brand and manage its protection, recognition and future growth.

Formation of New itSMF Chapters

Over the past number of years, itSMF International (itSMFI) has approved the formation of new chapters through a well established and long standing process.

This is a critical service of the itSMFI and one that nurtures and makes possible, the growth of our movement around the world. Consistent with our philosophy of continual service improvement for all itSMFI initiatives, we review our processes with a view to ensuring their continued relevance, effectiveness and value.

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