Is it just about IT?
Start course



There's an element of IT in everything because in truth, it used to stand for, ITIL in itself used to stand for the IT Infrastructure Library. But it's expanded now, because every time we talk about the delivery of services on whatever service you're getting delivered to you as the consumer, has an element of IT within it. You could be buying something from a shop or whatever it happens to be, but then the till, the card payments, the payments themselves, are all using IT. So whilst it's not around IT full-stop, it's around the services actually being delivered. The IT is an important contributor to that service delivery.


- Think about, you know, in all our consumer worlds, we interact with organizations everyday. For example, you know, you go and travel on a train service and the enablement of your whole journey is obviously gonna have elements that's gonna reflect to IT and systems and services. From booking the ticket, so it's actually, you know, when you pitch up at the train station, and receive your information about your bookings, your reservations, through to actually use of the on-board entertainment facilities, there's IT enablement everywhere, isn't there? And even, when you're not immediately thinking that you're interacting with IT, it's the transportation services that you're consuming.


- Absolutely. So ITIL is about IT, but it's not just about IT services. It's about the whole service delivery.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications