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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20 Mar 2019 Chua Huey Ling
Alternate text
Dimensions four is a curate of issues facing by all organizations?
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