ITIL (Information Technology Infrastructure Library) is a set of best practices for managing IT services. ITIL4, the latest version of ITIL, was released in 2019 and built on the previous versions of ITIL by incorporating new and evolving technologies and methodologies.
One of the key differences between ITIL4 and previous versions is the focus on the entire service value system rather than just the IT service management (ITSM) process. ITIL4 introduces the concept of the service value system, which includes all the components that contribute to the creation, delivery, and continual improvement of company services. This includes not only the ITSM processes but also the people, partners, and suppliers that make up the organization, as well as the customers and users who consume the services.
Another difference is the introduction of the four dimensions of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes. This expanded focus on the overall service value system allows ITIL4 to address better the needs of modern organizations, which rely heavily on technology and digital services.
Another key difference is the introduction of Agile and Lean practices into ITIL4. This reflects the growing use of Agile and Lean methodologies in IT service management and the recognition that these approaches can be complementary to ITIL. ITIL4 also includes new guidance on the use of DevOps and the management of IT services in a digital environment.
Additionally, ITIL4 has introduced the concept of 'service value chain', which is a series of activities that creates value for customers and stakeholders. It also introduced the concept of 'service value system', which is the set of components that, together, enable the creation, delivery, and continual improvement of services.
Overall, ITIL4 is more flexible, adaptable and customer-centric than previous versions of ITIL. It recognizes that organizations have different needs and can apply the framework in a way that works best for them. It also helps organizations to adopt an end-to-end view of service management and aligns well with agile and DevOps methodologies.
Who the heck cares about ITIL4?
ITIL4 is aimed at professionals and organizations involved in the management and delivery of IT services. This includes IT service management (ITSM) professionals, IT operations staff, and IT leaders in organizations of all sizes and industries. It is also relevant to professionals in other areas of the organization, such as business managers and process owners, who are involved in the design, delivery, and management of IT services.
ITIL4 is particularly useful for organizations that rely heavily on technology and digital services to support their operations and deliver value to their customers. This includes organizations in the private, public, and non-profit sectors, such as healthcare providers, financial institutions, retail companies, and government agencies.
ITIL4 is also useful for organizations that are adopting agile and DevOps methodologies for IT service management, as it provides guidance on how to integrate these approaches with ITIL.
Additionally, ITIL4 is useful for organizations who are looking for a framework to help them manage and improve the overall IT service management process, including end-to-end service design, delivery and improvement, which will ultimately lead to better customer experience.