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ITIL® 4 - the novelties compared to ITIL® 2011



The goals of the revision 4


First of all, don't panic - the basic principles, functions and processes of ITIL® 2011 will remain the same in principle. The main reason for the revision of the ITIL® standard is the adaptation to current market developments, such as:

  • the already known lean principles (reduction of avoidable actions)

  • the implementation of agile process models such as Scrum (flexible reaction to changes - embrace change)

  • the meanwhile established approaches of DevOps, such as Test Driven Development, Continuous Integration and Disciplined Agile Delivery

in order to meet the requirements of the New Digitalized Economy.


The "Service Lifecycle" was extended to become the "Service Value System" - away from service as the goal of doing and towards creating value by means of services (and thus also the possibility of lifting the ITIL® framework out of IT and establishing it as a general service management system throughout the entire company).


ITIL® 4 Practices


ITIL® now speaks about 34 "Practices" instead of the former "Functions" and "Processes", where "Practices" are procedures that combine value contribution, processes and methods.


With the new ITIL® 4 the presentation of the standard changes to "Value Streams". This does not mean that the process view is obsolete, on the contrary - from an organizational point of view, the Value Stream is nothing more than a process chain. This allows the new aspects of ITIL® 4 to be integrated into the service lifecycle:


General ITSM Process Map



The requirements of the New Digitalized Economy


The New Digitalized Economy is changing the challenges and markets decisively. These include:



Requirements dynamics (volatility)


The dynamics of the markets lead to (partly) unforeseeable fluctuations in the requirements for IT services.



Uncertainty of requirements (Uncertainity)


Despite improved analysis techniques (Big Data, etc.), market developments are becoming increasingly difficult to predict.



Complexity of requirements (Complexity)


The complexity of the requirements for IT services is increasing dramatically due to market dynamics and rapid technological developments.



Variety of solutions (Ambiguity)


Rapid acceleration of innovation in the technology sector and thus (partly) unpredictable life cycles of technologies make the selection of dedicated solution strategies more difficult.



The outcomes




The core processes of ITIL® are adapted to the aforementioned requirements, but essentially remain the same. However, some are added respective modified.


General Management Practices:

  • Architecture Management (new)

  • Project Management (new)

  • Risk Management (new)

  • Workforce & Talent Management (new)

  • Continual Improvement (changed)

  • Financial Management (changed)

  • Organizational Change Management (changed)

  • Portfolio Management (changed)

  • Relationship Management (changed)

  • Information Security Management (not changed)

  • Knowledge Management (not changed)

  • Measurement & Reporting (not changed)

  • Strategy Management (not changed)

  • Supplier management (not changed)

Service Management Practices:

  • Business Analysis (new)

  • Capacity & Performance Management (changed)

  • Change Control (changed)

  • IT Asset Management (changed)

  • Monitoring & Event Management (changed)

  • Release Management (changed)

  • Service Configuration Management (changed)

  • Service Design (changed)

  • Service Desk (changed)

  • Availability Management (not changed)

  • Incident Management (not changed)

  • Problem Management (not changed)

  • Service Catalogue Management (not changed)

  • Service Continuity Management (not changed)

  • Service Level Management (not changed)

  • Service Request Management (not changed)

  • Service Validation & Testing (not changed)

Technical Management Practices:

  • Software Development & Management (new)

  • Deployment Management (changed)

  • Infrastructure & Platform Management (not changed)




The new ITIL® 4 certification scheme is already available and contains the following levels:


ITIL® 4 Zertifizierungsschema

  • ITIL Foundation (1 Module)

  • ITIL Specialist (3 Modules)

  • ITIL Strategist (1 Module)

  • ITIL Leader (1 Module)

  • ITIL Master (1 Module)


The new ITIL® 4 certification system now consists of two different development streams, which consist of the above modules:

  • To become an ITIL Managing Professional, the following requirements must be met:

    • ITIL 4 Foundation

    • ITIL Specialist (Create, Deliver, Support)

    • ITIL Specialist (Drive Stakeholder Value)

    • ITIL Specialist (High Velocity IT)

    • ITIL Strategist


  • To become an ITIL Strategic Leader, the following requirements must be met:

    • ITIL 4 Foundation

    • ITIL Strategist

    • ITIL Leader


Both ITIL Managing Professional and ITIL Strategic Leader are required for the ITIL Master.



All previous ITIL® 2011 certifications will remain valid for the time being and the adjustments made will lead to an upgrade certification. Details will come later.

As a result of Edition 4, there will be adjustments to the training content and examinations.


And now - how to realize this?


Chose our best in class process oriented approach based on practice proven process templates!


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Load immediately implementable processes according to ITIL®




The ITSM Process Library - condensed knowledge of the successful


 Proceed here in case you only need the know how provided by our best in class process templates



Proceed here in case you are prepared to start your own implementation with editable best in class process templates


Don't reinvent the wheel - if you save even a few hours of your ITSM implementation, the purchase has already paid off!


The new enhanced ITSM Process Library for the Signavio Process Manager



Field Report at no charge: ITSM in Practice



Free access to our ITSM Archive!


All customers of the complete package of five ITSM Process Collections will get an everlasting access to our ITSM Archive (templates, KPI proposals, checklists) which we are creating during the further development of our ITSM Process Library - thus you receive always the most actual ITSM documents independent of the purchasing date for free!


Furthermore all customers of our complete package of five ITSM Process Collections and the ITSM Process Library with a purchase date of October 15th or later will get a free update to the new version (due to the new ITIL® 4), as soon as available.


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Last update 2021-02-24