As a result of recent updates to ITIL practices, IT teams are encouraged not to take ITIL too prescriptively. ITIL 4 (see the ITIL 4 foundation books here itil.press ) moved from step-by-step processes to holistic "practices" that include culture, business goals, and stakeholders. The 34 practices are categorized as general management practices, service management practices, and technology management practices.
In general, ITIL 4 focuses more on issues such as people and culture and discourages complex, burdensome, or rigid processes that can lead to disengagement. We see ITIL 4 as an important step towards an approach to ITSM that values collaboration, ease of use, and business value. If you'd like to learn more about ITIL 4, check out this white paper for practical guidance on using ITIL 4.
Should an ITIL framework be used in your organization? Of course, the implementation of ITIL provides a number of advantages. The structure that ITIL brings to the work of an IT team helps to better align IT goals with business goals, track IT costs, optimize service delivery, and maintain customer satisfaction.
Some people feel that ITIL/ITSM is too structured and process oriented and support DevOps implementation instead. We believe this is not a matter of either/or choice: successful IT teams can benefit from both ITIL/ITSM practices and DevOps.
However, it is important to remember that the ITIL 4 architecture specifically encourages and supports flexibility. The point of ITIL is not to create strict rules and heavyweight processes, but to provide flexible recommendations. Let the team evaluate the framework, practices, and ITIL guidelines and implement what works for you. And, above all, avoid rigid schemes and disunity in work.
As IT teams evolve and look for new ways to work, so does ITIL. Go away requirements and recommendations to strictly adhere to all processes described in ITIL and ITSM. Instead, IT teams are gaining more flexibility and more collaboration.