ITIL 4 – supporting everyone in today’s organizations

IT service manager looking a data on laptop in foregroud of image with silhouetted colleagues behind and network of circular icons connected by lines linking each across the image

Providing ITIL® 4 training has introduced me to a whole new range of people beyond the pure IT professionals previously attending ITIL courses.

Now, I’m involved with people from sales, user experience and others from organizations with an interest in how IT supports their business function.

In my view, this change in the profile of learners has come because:

  1. ITIL has changed
  2. New roles are emerging in organizations  
  3. New career entrants are coming in with less need for an IT background.

The transition to ITIL 4 is offering people the possibility of a “one-stop-shop” of skills to be much more productive. This is because the framework’s latest evolution is more applicable to the reality of business in the 21st century: the demand for agility, customer-centricity, continuous improvement, lean working in modern service management and resilience to change.

And it also addresses the Agile vs ITIL question: when you’re trying to deliver the best functionality and service to a customer, it’s a risk to read Agile approaches literally, for example coding with zero documentation.

Therefore, ITIL 4 brings together the best of both worlds; taking a mature, robust approach and tailoring it to the changing environment of organizations today and evolving customer needs.

New roles and knowledge

With the creation of new and different roles in organizations to meet customer needs, this is attracting people from diverse backgrounds. And ITIL is showing them how to work together to deliver what’s required (value) .

For example, in the sales process, having ITIL 4-trained people engaged at an early stage helps businesses to align with customers throughout their entire journey.

Understanding the end-to-end process of how an organization is delivering services to the customer makes it much easier for non-IT people to understand how to do their job better and become part of the entire service lifecycle. It also equips them to propose changes and service improvements.

The fundamentals at entry level

For people entering the workforce for the first time, I think ITIL 4 provides a framework of fundamentals to build relevant skills and further their careers.

As they make their first, tentative steps at work it is a robust tool to guide them on how customer-centric organizations are working today and how quickly and effectively to fulfil business needs and create value. Equally, it’s a clear demonstration that IT and the business are not separate entities – together, they are the business!

Avoiding framework bias

The type of bias that has crept into organizations in recent years, where there is a focus on using one method at the expense of others, is no good if you’re going to be a customer-centric enterprise.

Instead, what organizations need is the right set of solutions for their business and customer needs and the ability to use business terminology to explain how technology will help people become more effective.

ITIL 4 – with its inclusion of Lean, Agile and DevOps as part of the Service Value System – manages to avoid that bias.

Current rating: 5 (2 ratings)


29 Aug 2019 Joseph Provenzano
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I agree wholeheartedly. ITIL 4 is a step in the right direction. I posted a similar article on LinkedIn and conversations I've had support that people are starting to pay greater attention to Enterprise Service Management. Until ITIL 4, people understandably saw ITIL as more specifically IT centric.
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