The countdown is almost over, and ITIL 4 will soon be released. Being the most significant update of the IT Infrastructure Library since 2011, this version is expected to fuel IT Service Management (ITSM) solutions and finally reinforce synergies between IT and business processes. At good eyes it didn’t escape that number 4 winks at the Industry 4.0, bringing IT services at the core of the digital transformation which is deeply changing organisations in all industries and geographies.
ITIL 3 had the credit of clearing out what ITSM is, and how it can contribute to business operations. ITIL certifications and expertise became standard requirements in most recruitment policies, speeding up the adoption of best practices.
ITIL 4 will probably integrate lots of v3 progress, but introduce a more holistic view of current architectures, thus moving a step beyond the traditional focus on processes. Among the most relevant improvements, new ITIL will add Agile, Lean and DevOps contents, as well as collaborative and team-oriented features. It will also emphasise leadership and change management principles, better supporting businesses in rapidly changing markets and environments.
It will take SIAM (Service Integration and Management) into account, offering the opportunity to manage services provided by multiple vendors effectively, be them internal or external suppliers. Rumours also mention the introduction of ‘flow’ and ‘waste’ concepts – borrowed from Lean – to create additional value by leveraging interactions with other areas.
We will take advantage of a modular design, so ITIL 4 would be more comfortable and more straightforward, and allow more frequent updates to support ITSM professionals with greater flexibility.
However, the real news is the evolution towards a broader idea of service, where IT is no more about technology but extends the same management methods and tools to the entire organisation. Be therefore ready to deal with Corporate Service Management, ensuring seamless support to IT, financial, legal, regulatory, HR and other business processes. It’s a matter of resiliency, after all.