Because ITIL works | ITIL Customer Success Stories

How ITIL Drives Organizational Success

Unified service approach

Panasonic leveraged ITIL 4 to transition from a manufacturing-driven model to a customer-centric service provider. Through modular training and executive buy-in, the company established a unified service approach, enhancing agility, incident management, and overall service quality. Thousands of employees gained ITIL certifications, enabling a cultural shift toward continuous improvement and faster service delivery. Read the case study

Innovation and scalability

Spotify leveraged ITIL principles to refine its IT operations, fostering innovation and scalability. The framework enabled a seamless IT infrastructure that supported the company's rapid growth and commitment to delivering exceptional user experiences, setting a benchmark in IT excellence for tech companies.
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Better Public Services through ITIL

The City of Pittsburgh implemented ITIL to enhance IT support and service quality across municipal operations. This initiative improved service reliability, boosted efficiency, and delivered better outcomes for residents, demonstrating ITIL's potential in public service environments.
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Structured ITIL Change Management

With ITIL 4, Fondaction stabilized IT operations, reducing recurring incidents and improving service quality. By implementing structured change management and governance, the organization enhanced efficiency, improved onboarding, and positioned IT as a strategic business enabler. Employee training fostered a culture of continuous improvement, ensuring sustainable growth and better customer experiences.
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Revolutionizing IT service delivery

By implementing ITIL 4, Touro University revolutionized its IT service delivery. The framework helped align IT services with institutional goals, optimize processes, and improve responsiveness. This transformation resulted in a more reliable IT environment, supporting the university's mission of excellence in education.
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Less incidents, more business growth

Hewlett Packard Enterprise (HPE) adopted ITIL 4 to enhance service management, reducing major incidents by 50% and overall incident volume by 40%. Standardized processes, automation, and ITIL-based best practices improved operational efficiency, customer satisfaction, and service reliability. Continuous ITIL training and structured governance transformed IT operations, ensuring sustained excellence and business growth.
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How ITIL Helps Professionals Thrive

Ibrahim Hossain

Jonathan Morales Baez

I fell in love with this framework

I started my ITIL journey back in 2008 with ITIL v3, and from that moment on, I never looked back. I fell in love with this framework because it helped me understand technology in a way that nothing else could. Over the years, I continued my learning, eventually becoming an ITIL Expert and an ITIL Master in ITIL 4. My entire career is built on this framework, and I truly believe it is one of the most valuable frameworks in the world. ITIL provides immense value to organizations by bringing structure, efficiency, and innovation to service management.

ITIL pushed me to shift my mindset

ITIL came into my life when I changed jobs, presenting me with challenges in learning and conceptualizing ideas. It pushed me to shift my mindset from a purely technical and analytical approach to a broader business perspective, focusing on co-creating value. This transition allowed me to better understand how IT services align with business objectives and drive meaningful outcomes. Additionally, other PeopleCert certifications complement this knowledge, enabling me to offer a more holistic view of IT management and continuous.

I am excited about each new version of ITIL

Even though ITIL started 40 years ago, it has adapted to the technological and social changes that contributed to the global economy's evolution. I am excited about how each new version of ITIL makes service management more collaborative with other models and methodologies within organizations. I work with ITIL because, in a VUCA world, it is the responsibility of the people who made mistakes and learned from them to teach the new generations how to iteratively create value for the business using service management.

I always applied ITIL’s principles

Throughout my professional career, I have worked with various frameworks focused on efficiency, problem-solving, project management, and PMOs, across organizations of different industries, sizes, and structures. If there is one common denominator in all these experiences, it is that I have always applied ITIL’s principles and best practices. Helping organizations implement these concepts not only enables them to optimize their processes but also gives me the satisfaction of seeing how ITIL delivers tangible results and enhances their overall performance.

ITIL has played a huge role in shaping my career

I got introduced to ITIL in 2008 when I joined an organization to lead an IT Service desk. Since then, I had an inclination to service delivery and looked into ways to improve the same. ITIL and other PeopleCert certifications have helped me connect the dots between IT strategies and real-world execution. It’s not just about frameworks. It’s about making IT work more effectively, aligning it with business goals, and ensuring organizations can adapt to change smoothly.

ITIL is more than a methodology I follow

As a CISO in a software engineering company, I see firsthand how ITIL 4’s Service Value System helps organizations align technology, risk management, and business objectives. ITIL’s emphasis on governance, continual improvement, and collaboration makes it an essential framework for driving efficiency, resilience, and innovation. With my background in risk management, compliance, and strategic leadership, ITIL is not just a methodology I follow – it’s a mindset that enables sustainable growth and success.