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.
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: