ITSM Alert – Get up to Speed on ITIL 4

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ITIL remains the premier standard when it comes to best practices for ITSM (IT Service Management), and one of ServiceNow’s most widely used applications is its ITSM module. So, this is big news for companies using ServiceNow for their ITSM, as well as any organization looking to improve how they handle ITSM.

ITIL Legacy

While previous releases were named ITIL V1, ITIL V2 and ITIL V3, the latest release is simply ITIL 4. ITIL has a long legacy with the first release dating back to the 1980s, and the last version was released 8 years ago in 2011. ITIL 4 has been a community-driven effort as it was a developed by a team of 150 industry experts working in tandem with an ITIL Development Group that consisted of over 2000 members.

ITIL 4 Evolution

One of the primary objectives of ITIL has been to help organizations better align their needs and objectives with their IT services. The latest release raises the bar for more efficiency and effectiveness. More importantly, it fills a gap in the previous ITIL releases by aligning with existing software development methods such as DevOps, Lean and Agile. This addresses one of the major criticisms of ITIL that it lacked alignment with the latest software development trends. This shift is intended to allow ITIL and ITSM to be more flexible and customizable with a focus on value, rather than process.

A Philosophical Shift

ITIL 4 provides greater value for an organization by supporting teams that work holistically, rather than in isolated silos. This is in keeping with ServiceNow’s approach of building bridges across an organization for greater transparency, efficiency and smooth collaboration. This shift in perspective in ITIL 4 maintains the core of ITIL, while understanding that the pieces of ITSM must fit together to ultimately deliver value for customers. ITIL 4 supports iterative progress, keeping things transparent and simple, with greater collaboration.

So, in a nutshell, while ITIL 4 has integrated techniques from Agile and DevOps to provide better value, it is primarily a shift in approach and philosophy. It is not a complete technical overhaul of the previous version of ITIL. This shift will help drive better value for enterprise needs and the end customer. While this may sound minimal, it is the first step in a massive change to how everyone approaches IT Service Management.


While current ITIL certificates are still valid, if you are seeking ITIL certification, it is better to get certified in ITIL 4, and there will be options for professionals certified in ITIL V3 to upgrade.

If you’re interested in exploring ITSM solutions for your organization, please feel free to contact us.  Our experts at abhra Inc. are experienced with implementing ITSM for organizations, providing MSPs, as well as all things ServiceNow including other modules such as GRC, SAM, etc.

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