ITIL 4 is an evolution from ITIL v3, providing a practical and flexible transition that allows organizations to adopt the new ways of working required by the modern digital world. This update on ITIL reflects the fast-paced and complex environment we live in, and new ways of working and emerging practices. All of which are essential not only for ITSM professionals, but also for a wider range of professionals working in the world of digital transformation. The purpose of ITIL 4 is to provide organizations and professionals with comprehensive guidance for managing information technology in a modern service economy.
ITIL 4 Training & Certification
The ITIL® 4 framework has evolved to reflect Agile practices and ways of working, many of which have a great deal in common with ITIL core concepts and practices. Organizations can benefit from combining both approaches.
A critical success factor for digital services adopting Agile is to efficiently introduce new services based on advanced technology into real environments. In the IT context, organizations are trying to enable their business models by exploring the following areas.
Advanced Analytics: for example, predictive analytics, data mining, big data analytics, and machine learning
Cloud Computing: considers using a network of remote servers hosted on the Internet to store, manage, and process data
Artificial Intelligence: computer systems able to perform tasks that normally require human intelligence, such as visual perception, speech recognition, decision-making, and translation.
Cognitive Services: cognitive computing contains self-learning systems. These systems involve AI, machine learning, NLP and pattern recognition among several other technologies.
Social media: enables users to create and share content or to participate in social networking.
Chatbots: computer programs designed to simulate conversation with human users.
Agile now relates to ITIL and the ITSM world more than ever before. Agile methods focus on shortening and strengthening feedback loops. In ITIL 4, this is a key requirement for enabling the Service Value System (SVS).
Agile thinking is focused on individuals and interactions, processes and tools, working software, and collaboration. Now imagine how this can be used by the ITIL 4 Problem Management practice. Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.