ITIL 4 explained: Who, what, when, where, and why

Think of ITIL 4 as the blueprint for managing IT services. It’s a set of best practices that guide organisations in delivering high-quality IT services that align with business needs. But it’s not just about managing the technology. ITIL 4 focuses on creating value through service relationships. That means it looks at the interactions between customers, service providers, and stakeholders—ensuring that everyone is on the same page and working towards a common goal.

ITIL 4 isn’t rigid. It’s adaptable, which is great for today’s fast-paced IT environment. It integrates principles from Agile, Lean, and DevOps, which means it can easily support modern approaches like continuous delivery, automation, and rapid innovation. So, whether you're looking to streamline processes or enhance collaboration across teams, ITIL 4 gives you the structure and flexibility to do it.

Fun fact: The term ITIL originally stood for Information Technology Infrastructure Library—a library of 21 books (back in version 1) packed with best practices for IT service management. Over the years, ITIL has evolved, shedding its acronymic roots and transforming into a standalone term. Today, it’s more streamlined, modernised, and globally relevant than ever, offering practical guidance for service management and beyond.

The short answer? Everyone. ITIL 4 isn’t just for IT teams—it’s for anyone involved in delivering or managing IT services. Whether you’re part of a project team, a developer, in operations, an executive, or in procurement—if you interact with IT, ITIL 4 has something for you. From large enterprises to small businesses, ITIL 4 helps bridge the gap between IT operations and broader business goals.

But it doesn't stop there. ITIL 4 is also about fostering collaboration. For example, the framework supports teams in working more efficiently together—whether it’s IT, development, or customer service teams. Everyone can contribute to creating better services, smoother workflows, and happier customers. So if you’re in an organisation that delivers IT services (and let’s face it, who isn’t these days?), ITIL 4 can be a game-changer.

ITIL 4 has global reach and can be applied in pretty much every industry that relies on IT services. Healthcare, finance, education, government—you name it. No matter what sector you're in, ITIL 4 gives you the tools to create a service management culture that’s both efficient and responsive.

One of the most exciting things about ITIL 4 is that it’s highly adaptable. It works in small startups just as well as it does in large enterprises. Whether you're building your first IT services or managing an entire infrastructure, ITIL 4 scales to fit.

ITIL isn’t new—it’s been around for over 30 years. Originally developed by the UK government in the 1980s, ITIL has evolved to keep pace with changing technology and business needs. The latest version, ITIL 4, was released in 2019, and it was a major update. While the previous versions focused on processes and procedures, ITIL 4 takes a more holistic approach. It incorporates modern practices like Agile and DevOps and shifts the focus from processes to value co-creation, flexibility, and continuous improvement.

This evolution means that ITIL 4 is relevant to today’s IT world, where organisations are expected to be nimble and customer-centric. It’s not just about managing services—it’s about creating value.

ITIL 4 offers real value, enhancing service delivery across the value chain. From improving service quality to cutting costs, ITIL 4 helps organisations adopt best practices while aligning IT services with business objectives. For example, ITIL:

• Ensures IT services are aligned with overarching business goals.
• Enhances service quality for more consistent and dependable delivery.
• Fosters a continuous improvement culture that drives long-term success.
• Increases efficiency by optimising resources and streamlining processes.
• Reduces costs and eliminates waste by improving resource management.
• Enhances customer satisfaction by providing services that truly meet their needs.
• Promotes agility and resilience through flexible, adaptable approaches.
• Encourages stronger collaboration, breaking down silos within teams.
• Drives innovation by fostering a proactive, creative approach to service management.
• Embeds risk management, helping identify and mitigate potential risks early.
• Scales with your organisation, supporting growth without sacrificing quality.
• And so much more!

By adopting ITIL 4, you're investing in a service management framework that improves efficiency, cuts waste, and boosts customer satisfaction—creating a culture of collaboration, improvement, and lasting value.