ITIL 4 Update- What to expect?

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We conducted a webinar on the upcoming ITIL update, ITIL 4. The webinar drew a lot of interest from our customers and others from our industry.

Here’s the complete video:


Akshay Anand,  the product manager at Axelos, and a global ambassador for ITIL 4, talked about the update and answered questions on:

  1. Timeline of the roll out of ITIL 4
  2. The approach to designing ITIL 4
  3. Validation of your current certification after the ITIL 4 roll out
  4. Other aspects of ITIL 4

In case you want to know more about ITIL, or anything related to ITIL modules, do visit our page on ITIL.

In the webinar, Akshay explained the methodology used to design the new ITIL update. He spoke in depth about the research, the team behind the program, and findings from their ongoing research.

Here are the major findings from the research by Axelos based on which the new ITIL 4 update is being designed.


Akshay highlighted the challenges with the current ITIL modules. The major challenges are:

  1. The previous ITIL guidance was too vast
  2. Adopt and Adapt, and Continual Improvement need more reinforcement
  3. Learning needs to quickly understand

So, the new ITIL 4 will be developed based on six design principles.

  1. Modular
  2. Lean
  3. Practical
  4. Evolutionary
  5. Collaborative
  6. Flexible


But wait, how are these ITIL 4 modules developed? Is there a set of people who are doing this full time? Yes, according to Akshay.

The ITIL 4 updates are community driven, collaborative, and are built with inputs from practitioners and various stakeholders from the industry. In fact, we have folks from Freshservice who are part of the team that’s coming up with ITIL 4.

Here’s a pictorial representation of the kind of people involved in the ITIL 4 update. Here’s what Akshay said about the community-driven aspect of ITIL 4:

Of course, we’ve observed directly, we conducted a number of research workshops, seminars and surveys where we can talk directly with end customers to understand your pain points, your challenges so that we can bring that back into our discussions. So, we’ve tried to apply all nine guiding principles to the work that we’re doing. And I have to say, it’s been quite successful to keep these in mind as we progress through this


So, what were the things that will be kept in mind while developing ITIL 4? There is going to be a lot of focus on the alignment between ITIL principles and other business functions.

“…to be able to link business needs with guidance, it’s no longer about IT teams. You want to be able to provide this wider context to every department across the organisation,” Akshay said.

And talking about the flexibility of ITIL 4, he said,

“...we wanted something that was very explicit about how it can be adapted to work in those different contexts. Whether that’s the context of different teams, whether that’s a context of one company to another, or that the context for how it works in the banking industry versus the pharma industry as an example”.

But will ITIL 4 be a silver bullet to all your ITSM issues? Probably not. No particular framework is going to be a silver bullet to all ITSM problems, but the key lies in adapting and adopting frameworks to various contexts. And that’s precisely what ITIL 4 is setting out do.



“ ….we wanted something that was very explicit about how it can be adapted to work in different contexts. Whether that’s the context of a different teams, whether that’s a context of one company to another, or that the context for how it works in the banking industry versus the pharma industry as an example”.

Another major area of focus in ITIL 4 will be culture.



And the last point that we wanted to focus on with the update is, culture. Culture, mindset, and entrenched ways of working are often the biggest barriers to success of IT Service Management programs. And so what you want to be able to do with this update and the guidance for writing update is to identify these barriers,” Akshay said.

Akshay also spoke in length about the various stages of industrial revolutions, and how the ITIL 4 is going to keep up with the asks and demands of a modern workplace. He then wrapped the webinar up with Q&As from the audience.

Here are some of the most important questions that were discussed:

When is ITIL 4 releasing in 2018?

ITIL 4 is set to be released in Q1 of 2019 (January to March of 2019).

Will ITIL certification be valid after the release of ITIL 4?

Yes, all your current ITIL certifications will be valid post the release of ITIL 4.

Will ITIL 4 help me solve business concerns?

Yes, ITIL 4 will take into consideration the demands of a modern workforce, and will try to align business with IT.

Will your investment in staff training, tooling, etc. change post the ITIL 4 update?

ITIL 4 is designed with providing more context and help you go about your daily tasks in a smoother manner. So, no. None of your prior investments will go waste.


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