ITIL 4 and Modern Service Management

Posted by Marbenz Antonio on December 7, 2022

Using ITIL Best Practices to Revive Service Management

Traditionally, the idea of services being delivered through IT hardware and apps had a different character that brought ITIL 4 into being.

It was originally more focused on on-premise waterfall development, design, and testing and, along with best practices in IT service management, it was sufficient at the time (ITSM).

The change to modern service management is a result of the necessity for service management best practices to develop together with technology and services.

What do we mean by this, though? Service management today needs to be business-centric and permeate all through the entire enterprise to all business processes, as opposed only to those already being focused on IT. The benefits of service management and its guiding principles are no longer limited to the IT industry.

Consequently, a framework like ITIL is required to help organizations’ growth towards modern service management as a result of the shift to cloud/hybrid platforms, Agile delivery, and DevOps methods.

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Digital transformation, cloud services, and ITSM

Looking at this from the perspective of India, they think that regional boundaries have disappeared, making it important for businesses to expand into new markets and reorganize their current product lines to function without a problem in a VUCA world.

Because of how quickly things are changing, the cloud-based model needs to be more scalable and reliable. By using cloud services, organizations pursuing digital transformation can focus on transforming their business while providing value more quickly.

Organizations must create their ITSM best practices, which require new knowledge and skills, to manage these difficulties.

ITIL 4 and modern service management

Today’s organizations’ planning, delivery, operation, and control of applications and IT infrastructures, both locally and in the cloud, are best suitable to modern service management approaches.

ITIL 4, as a service management framework, has recognized the importance of the cloud and the complexities of managing cloud services across a customer journey. Therefore, from an end-to-end business value perspective, its core Service Value System and 34 management practices offer a more flexible way of managing services.

How is this achieved?

As seen in ITIL 4, modern service management has an expanded external component that focused on how to co-create the most value for customers through service offerings. This includes changing value streams, guiding principles, and governance frameworks to reflect actual customer needs and value standards.

Additionally, rather than being operations-driven, new service management approaches are now more design-led and automated. This move to greater automation and service optimization is supported by ITIL 4.

In the meantime, businesses today require strong collaboration across infrastructure and application development departments, which includes new product teams that focus on customer value and the use of best practices for a more rational approach to value co-creation. ITIL 4 addresses both encouraging this integrated approach and eliminating traditionally siloed functions.

The use of ITIL 4’s seven guiding principles, which are more holistic than process-heavy and ensure that digital services are well managed, supported, and provided, addresses any blind spots that may exist in an organization’s traditional service management approach.

The imperative for organizations

Whereas the need for business stability once pushed IT and ITSM, “keeping the lights on” is now more of a basic, hygienic aspect.

Instead, there is a bigger focus on innovation, agility, and achieving optimal costs due to the technological landscape and business transformation. This is entirely another orbit for organizations.

Therefore, companies need to take a more integrated approach to ITSM with a dedicated focus on value for the business and the customer to keep up with the adoption of digital technologies.

ITIL 4 is the natural next step in the effort for businesses to improve their performance and modernize how they manage and deliver services.

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