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Seizing the Power of ITIL®4

Businesses use ITIL®4 to ensure success in a technology fueled, ever-changing world.

July 2, 2019

IT professional using emerging digital technologies

In a fast-paced and ever-changing world, technology is evolving and improving at an equally rapid and dynamic rate. Businesses need to be agile, ready and equipped with the necessary tools and resources to keep up and get ahead. Businesses must also adopt new ways of working. Enter the ITIL®4 update—a modern framework for helping IT organizations and IT professionals surmount challenges that are brought on by emerging digital technologies.

In the webinar, Seizing the Power of ITIL®4, TEKsystems Practice Manager Michael Cardinal and Donna Knap of ITSM Academy share what you can expect in ITIL®4 and how service management framework can drive conversation around customer and business value.

Click here to watch the recorded webinar.

What is ITIL®4?

The IT Infrastructure Library (ITIL) is a framework of best practices that ensures investments in IT produce real value. This structured approach to IT service management (ITSM) aids businesses in mitigating risks, enacting cost-effective practices, scaling their business and enhancing customer relations.

What's new in ITIL®4?

Since ITIL®3, we’ve seen organizations experience massive digital transformations. Now, it’s all about striking a balance between being fast-paced and maintaining stability to be successful. In ITIL®4, many of the elements have remained consistent with previous versions but with a more practical and flexible approach to allow organizations to adopt new ways of working. Considering the impact of technology on organizations, the new framework integrates with Agile, DevOps and digital transformation.

The key elements of ITIL®4 are service value system, guiding principles, processes to practices and four dimensions.

Service value system

The service value system (SVS) is a vital piece of ITIL®4. This element promotes how all the components and activities work together cohesively to aid value creation. At the heart of SVS is the service value chain—a model that is flexible to meet each organization’s needs to develop, deliver, manage and improve services.

Service value chain, AXELOS

Copyright © AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved.

Guiding principles

The guiding principles are not a new element to ITIL®4. They’re tailored toward helping IT professionals adopt and adapt the ITIL infrastructure to their own specific needs and circumstances.

  • Focus on value
  • Start where you are
  • Progress iteratively with feedback
  • Collaborate and promote visibility
  • Think and work holistically
  • Keep it simple and practical
  • Optimize and automate

Processes to practices

An evolution in service management is happening and it’s turned into a strategic context. Before ITIL®4, “processes” were used to manage IT services. Now, “practices” have the same value as the current processes, and elements such as culture, technology, information and data management are integrated into one model to get a holistic vision on the ways of working.

Four dimensions

In ITIL®4 it’s all about a holistic approach toward service management. To create value for stakeholders, the following four dimensions are:

  • Organizations and people
  • Information and technology
  • Partners and suppliers
  • Value streams and processes

ITIL® integration with Lean, DevOps and Agile

Organizations are starting to embrace key methodologies such as Lean, DevOps and Agile.

  • Lean: Moving an organization into a value stream—identifying who is the customer and what is the value you provide to them while eliminating as much waste as possible.
  • DevOps: Promoting collaboration between development and operations teams to work seamlessly and consistently across functional areas.
  • Agile: It’s an iterative and collaborative approach to working. Being fast, flexible and learning from your mistakes to make instant changes.

Shifting to ITIL®4?

Making the shift from ITIL®3 to ITIL®4 begins with a change in mindset. Shifting how you think, how you behave, what your attitude is and the culture of your organization. It’s a continuation of the journey you're already on—start slow and look toward ITIL®4, but don’t quickly abandon ITIL®3. Learn about the framework by sending key individuals to ITIL®4 foundation. And as you're making the shift, slowly increase the pace of your education and certification.

To find out more about ITIL®4, watch our webinar here.

(Editor's Note: Adapted from a webinar with Michael Cardinal, TEKsystems Global Services practice manager, and Donna Knapp, ITSM Academy curriculum development manager.)