For years, Information Technology Infrastructure Library (ITIL) has been the world’s most widely accepted approach to IT service management. Earlier versions of ITIL forced IT organizations to develop and integrate complicated, formal processes for controlling and measuring delivery services. However, emerging technologies have changed the way IT organizations operate, and ITIL needed to evolve as well.
Launched in February, ITIL 4 showcases a broader, practice-driven design to deliver powerful, market-driven improvements. To profit from its two significant improvements—automation and practice methodology—IT organizations will have to rethink the way they approach their delivery.