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ITIL 4: Fine-tuning or transforming service management?

ITIL 4: How it can help IT service management

The Information Technology Infrastructure Library (ITIL) has been the bedrock of many organisations’ IT operations for the last two decades. As the recognised standard for IT Service Management (ITSM), its value in uplifting delivery and governance across IT operations is clear. However, the approach has struggled to keep pace with the changes created through forces like cloud, agile, DevOps, micro services and containerisation, which are disrupting traditional delivery approaches.


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The launch of ITIL 4 in February 2019 was designed to help IT operations to manage these changes, and have the ability to continually adapt to new demands. 

In this report we build on our article, Driving Excellence in IT Operations, and dive into:

  • the key concepts of ITIL 4
  • the value to organisations, from small to large enterprises
  • the key areas which can complement modern delivery methods and ways of working
  • the additional areas organisations need to focus on to drive excellence in delivery.

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KPMG International Cooperative (“KPMG International”) is a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. No member firm has any authority to obligate or bind KPMG International or any other member firm vis-à-vis third parties, nor does KPMG International have any such authority to obligate or bind any member firm.

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