CHAPTER 6

CONCLUSION

6 Conclusion

The evolution of business and technology stimulates the evolution of service management. This affects all of the four dimensions of service management: organizations and people, value streams and processes, information and technology, and partners and suppliers. To support the needs of today’s organizations, professionals in IT and service management should adopt a collaborative culture that is focused on value for the organization, its customers, and other stakeholders. They should consider and apply new ways of working that are more agile, more holistic, and more effective in a constantly changing, complex environment.

Organizations, their leaders, and practitioners should continually develop their understanding of emerging technologies and their potential impacts. Cooperating and collaborating in the context of wider ecosystems is crucial because it enables the development and growth of cross-organizational value streams. Teams and organizations should manage internal communications and workflows in a holistic, flexible, and efficient way.

This publication provides an overview of these challenges and practical recommendations for dealing with them, including exploiting the related opportunities while minimizing associated risks. It covers organizational, cultural, technological and other aspects of todays’ IT service management.

To get the most out of ITIL^® 4: Create, Deliver and Support, it should be studied alongside the ITIL management practice guides, which are available online and provide detailed, practical recommendations for all 34 practices. They include hands-on guidance that can be applied in the context of all of the ITIL 4 publications.

All ITIL publications are holistic and focused on value. They address the four dimensions of service management and help to manage resources in a way that enables value creation for the organization, its customers, and other stakeholders.

ITIL^® 4: Direct, Plan and Improve provides guidance on aligning product and service management with today’s business requirements, driving successful organizational transformation, and embedding continual improvement into an organization’s culture at every level.

ITIL^® 4: Drive Stakeholder Value contains guidance on establishing, maintaining, and developing effective service relationships. It leads organizations on a service journey in their roles as service provider and service consumer, helping them to interact and communicate effectively at every step.

ITIL^® 4: High-velocity IT provides detailed guidance on comprehensive digital transformation and helps organizations to evolve towards a convergence of business and technology, or to establish a new digital organization.

ITIL^® 4: Digital and IT Strategy provides detailed guidance on leading service organizations through digital transformation programmes. These programmes may include analysing internal and external ecosystems, developing business and operating models, managing organizational change, and fostering a more agile and resilient organization.