Service Management

Introduction to the ITIL 4 Update The ITIL 4 Update is finally here! ITIL (the IT Infrastructure Library) is a framework for service management that originated in the 1980s with the UK government. In the last 30 years, ITIL has grown to become the ‘de facto’ standard for service management at almost every enterprise. Globally leading service providers, such as the Walt Disney Company, Mercantil Bank an Sutter Health, have all implemented ITIL Best Practices. Throughout the past four decades, ITIL has gone through a number of revisions. Major updates included the introduction of ITIL V2 in 2001 (the Service Support and Service Delivery model) and ITIL V3 (the Service Lifecycle) in 2007. After more than decade, the new ITIL 4 Update was released. ITIL 4 addresses many of the previous critiques that were part of the previous versions. Most importantly, the rigidity towards process orientation, which was very prevalent in ITIL V3. Additionally, the new ITIL 4 framework incorporates many of the newer IT developments, such as a DevOps, Lean and Service Automation. These developments were not recognized in any of the previous versions. What is ITIL 4? ITIL 4 is the latest version of ITIL, and was published by AXELOS. AXELOS is a joint venture between the UK Government and Capita, a private equity investor. In its core, ITIL 4 consists of a [...]