Gartner Research

What I&O Leaders Need to Know About the ITIL 4 Foundation

Published: 05 May 2020

ID: G00388033

Analyst(s): Mark Cleary


ITIL 4 promises to enable ITSM with a new operating model for digital transformation, yet it may not be right for all organizations. I&O leaders considering moving to or adopting ITIL 4 should use this research to evaluate the impact of changes and the level of effort required to achieve them.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • An Organization’s Degree of Service Competence Will Determine Whether the Value in ITIL 4 Can Be Achieved
  • More Guidance Is Necessary to Ensure Successful Implementation
  • ITIL 4 Demands a Different Mindset, With a Focus on Stakeholder Value
  • Perception Will Limit Adoption of ITIL 4 as a Service Operating Model for IT and Beyond

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