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📘 '''Information Technology Infrastructure Library (ITIL)''' is a globally recognized framework of best practices for IT service management (ITSM) that provides structured guidance on aligning technology operations with business needs. Within insurance, where technology underpins virtually every function — from [[Definition:Underwriting | underwriting]] and [[Definition:Policy administration system (PAS) | policy administration]] to [[Definition:Claims | claims]] adjudication and [[Definition:Regulatory compliance | regulatory reporting]] — ITIL offers a common language and disciplined approach for managing the complex IT services on which carriers, [[Definition:Broker | brokers]], and [[Definition:Managing general agent (MGA) | MGAs]] depend. Originally developed by the UK government in the 1980s and now maintained by PeopleCert on behalf of Axelos, ITIL has evolved through multiple versions, with ITIL 4 (released in 2019) reflecting modern practices including Agile, DevOps, and [[Definition:Cloud computing | cloud]]-oriented service delivery.

⚙️ ITIL organizes IT management into practices — such as incident management, change enablement, problem management, and service-level management — that directly map to the operational realities of insurance technology environments. When a [[Definition:Core system | core system]] outage disrupts [[Definition:Claims management system | claims processing]], ITIL's incident management practice defines how the issue is logged, escalated, communicated to affected stakeholders, and resolved. When an insurer plans to deploy a new [[Definition:Digital distribution | digital distribution]] platform or upgrade its [[Definition:Reinsurance | reinsurance]] accounting module, ITIL's change enablement practice provides a governance structure to assess risk, obtain approvals, and coordinate deployment — reducing the likelihood of unintended disruptions. Many large [[Definition:Insurance carrier | carriers]] and insurance-focused technology providers require their IT staff to hold ITIL certifications, and ITIL-aligned processes are often embedded in outsourcing contracts with managed service providers and [[Definition:Business process outsourcing (BPO) | BPO]] partners.

🎯 Adopting ITIL is not merely about internal efficiency; it has tangible regulatory and risk management implications for insurers. Supervisory bodies in key markets — including the UK's Financial Conduct Authority and Prudential Regulation Authority under operational resilience rules, and frameworks like the EU's Digital Operational Resilience Act — expect insurers to demonstrate mature, repeatable processes for managing technology services. ITIL provides an auditable, well-documented foundation for meeting these expectations. Furthermore, as insurers pursue [[Definition:Digital transformation | digital transformation]] and integrate more [[Definition:Insurtech | insurtech]] solutions into their ecosystems, ITIL's service management principles help govern the expanding web of internal systems, [[Definition:Application programming interface (API) | API]] integrations, and third-party dependencies. The framework's evolution toward supporting co-creation of value and continuous improvement aligns well with the insurance industry's shift from monolithic system deployments to iterative, platform-based technology strategies.

'''Related concepts:'''
{{Div col|colwidth=20em}}
* [[Definition:Operational resilience]]
* [[Definition:Service-level agreement (SLA)]]
* [[Definition:Digital transformation]]
* [[Definition:Business continuity planning (BCP)]]
* [[Definition:Change management]]
* [[Definition:Core system]]
{{Div col end}}

Definition:Information Technology Infrastructure Library (ITIL) - Revision history

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