ITIL evolution: from processes to practices Discussion Paper

Mark Smalley

February 2019

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Process-dominant thinking, which has always been strongly associated with ITIL®, is now being replaced with a method of working that reflects the diverse and dynamic nature of organizations and the information systems they currently use.

This paper describes how ITIL 4 is evolving from process-based thinking to an approach that now includes the 'four dimensions of service management', which are key to enabling effective and efficient delivery of value for customers and stakeholders via products and services.

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Current rating: 4.7 (7 ratings)


20 Mar 2019 Chua Huey Ling
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Dimensions four is a curate of issues facing by all organizations?
23 Apr 2019 AhmedHany ABDELREHIM
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One of the best papers I have ever read , So much compact wisdom in such few 10 pages .
23 Apr 2019 Allan Taylor
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Nicely captures some of our current experience and thinking and where we see we need to develop our service management practices.
4 May 2019 nao kuroishi
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According to Darwin's theory of evolution, "The strongest do not survive, nor is the wisest survive. The only one who can survive is one who can change. I recalled the words of.
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