IT Service Management and ITIL 4

IT Service Management and ITIL 4

IT Service Management (ITSM) has become an essential part of modern organisations – whether in banking, retail or the public sector. But how can IT be organised in a way that not only functions, but genuinely creates value?

This is where ITIL 4 comes into play: a globally recognised framework for structuring, managing and continually improving IT services.

What is ITIL 4?

ITIL – the Information Technology Infrastructure Library – is a collection of best practices designed to guide the planning, delivery, operation and ongoing improvement of IT services.

The current version, ITIL 4, published in 2019, brings a fresh perspective.
It embraces modern concepts such as Agile, DevOps and Lean Management, and places a strong emphasis on customer value.

📌 Note: ITIL is a protected framework developed by PeopleCert.
This article offers an independent introduction to core ideas, without any affiliation, licensing or official endorsement.

Why ITIL 4 matters

In an environment defined by rapid technological change, shifting expectations and new business models, ITIL 4 provides a stabilising structure.
It helps IT teams:

• focus on value rather than merely on technology,
• define roles, responsibilities and collaboration clearly,
• make value creation measurable,
• and anchor continuous improvement into daily work.

The Four Dimensions of IT Service Management

A key concept of ITIL 4 is the consideration of four dimensions that must work together to create effective service management:

1. Organisations & People

Roles, abilities, cultures, leadership.

2. Information & Technology

Systems, tools, data and technical capabilities.

3. Partners & Suppliers

The relationships and responsibilities shared with external parties.

4. Value Streams & Processes

Workflows, handovers, and the orientation toward outcomes.

The Service Value System (SVS)

At the heart of ITIL 4 lies the Service Value System (SVS) – a conceptual model illustrating how organisations transform demand into meaningful value.

The central element of the SVS is the Service Value Chain, a flexible structure consisting of six interlinked activities:

• Plan
• Improve
• Engage
• Design & Transition
• Obtain/Build
• Deliver & Support

Together, these activities guide how services are conceived, developed, refined and provided.

Who benefits from ITIL 4?

• IT leaders seeking to improve service quality
• Consultants and project managers working in IT-related environments
• Professionals new to IT, aiming to understand structured IT operations
• Organisations wishing to embed standards and best practices into their workflows

Conclusion

ITIL 4 is not a rigid set of rules, but a flexible collection of principles and methods that can be adapted to the needs of a wide array of organisations.
For anyone seeking a clearer understanding of IT services — or wishing to bring more structure, reliability and progression into IT operations — ITIL 4 offers substantial value.

Note

ITIL is a registered trademark of the PeopleCert Group.
This article is intended for informational purposes only and does not constitute official training or certification preparation.