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.
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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