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IT Support & Hardware · Foundational

ITIL 4

The current version of the IT Infrastructure Library framework for IT and digital service management, owned by PeopleCert.

Definition

ITIL 4 centers on the Service Value System, the service value chain, seven guiding principles, four dimensions, and 34 management practices. It emphasizes value co-creation, Agile and DevOps alignment, and continual improvement. Certification starts with ITIL 4 Foundation.

Example

An organization adopts ITIL 4 practices for incident, problem, and change enablement in ServiceNow.

Exam tip

ITIL 4 uses 'practices' rather than ITIL v3 'processes'; change management became change enablement.

Related terms