ITIL is the most well respected and widely used guidance in the world of IT Service Management (ITSM). ITIL was first introduced in the 1980s, since its launch it has undergone a number of re-writes and re-iterations. Throughout the evolution of computer technology ITIL has kept abreast of the increased dependance organisations place on their IT services.
In todays developed and developing economies, services are the main way that organisations create value for themselves and their customers.
Almost all services today are IT-enabled, a situation that demands that organisations continue to create, expand and improve their service management capabilities. Technology is advancing faster than ever before, the introduction of technolgies such as cloud computing, Infrastructure as a service (IAAS), Internet of Things (IoT) machine learning and blockchain are just some examples, all of which have opened fresh opportunities for value creation and making IT an important business driver and source of competitive advantage.
IT service management is now a key strategic capability in any organisation.
More than ever before ITSM is a business critical element of any organisation and so has to be viewed holistically. Delivering value to the customer, stakeholder, user, service provider is essentially a mandatory requirement. Any shortfall will have a detremental impact; an impact that could affect, reputation, market position, profitability and overall business viability.
The key components of the ITIL 4 framework are the ITIL service value System (SVS) and the four dimensions model. Both of which are outlined below. Click on the boxes below for more details.