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ITIL® 4 - the novelties compared to ITIL® 2011


The goals of the revision 4

First of all, don't panic - the basic principles, functions and processes of ITIL® 2011 will remain the same in principle. The main reason for the revision of the ITIL® standard is the adaption to current market developments, such as:

  • the already known lean principles (reduction of avoidable actions)

  • the implementation of agile process models such as Scrum (flexible reaction to changes - embrace change)

  • the meanwhile established approaches of DevOps, such as Test Driven Development, Continuous Integration and Disciplined Agile Delivery

in order to meet the requirements of the New Digitalized Economy.


The "Service Lifecycle" was extended to become the "Service Value System" - away from service as the goal of doing and towards creating value by means of services (and thus also the possibility of lifting the ITIL® framework out of IT and establishing it as a general service management system throughout the entire company).


ITIL® 4 Practices


ITIL® now speaks about 34 "Practices" instead of the former "Functions" and "Processes", where "Practices" are procedures that combine value contribution, processes and methods.

With the new ITIL® 4 the presentation of the standard changes to "Value Streams". This does not mean that the process view is obsolete, on the contrary - from an organizational point of view, the Value Stream is nothing more than a new way of looking at process chains, triggered by demand, focusing on value creation and supplemented by respective tools. This allows the new aspects of ITIL® 4 to be integrated into the service lifecycle:


General ITSM Process Map


The requirements of the New Digitalized Economy

The New Digitalized Economy is changing the challenges and markets decisively. These include:


Requirements dynamics (Volatility)

The dynamics of the markets lead to (partly) unforeseeable fluctuations in the requirements for IT services.


Uncertainty of requirements (Uncertainity)

Despite improved analysis techniques (Big Data, etc.), market developments are becoming increasingly difficult to predict.


Complexity of requirements (Complexity)

The complexity of the requirements for IT services is increasing dramatically due to market dynamics and rapid technological developments.


Variety of solutions (Ambiguity)

Rapid acceleration of innovation in the technology sector and thus (partly) unpredictable life cycles of technologies make the selection of dedicated solution strategies more difficult.


The outcomes


The core processes of ITIL® are adapted to the aforementioned requirements, but essentially remain the same. However, some are added respective modified.


General Management Practices:

  • Architecture Management (new)

  • Project Management (new)

  • Risk Management (new)

  • Workforce & Talent Management (new)

  • Continual Improvement (changed)

  • Financial Management (changed)

  • Organizational Change Management (changed)

  • Portfolio Management (changed)

  • Relationship Management (changed)

  • Information Security Management (not changed)

  • Knowledge Management (not changed)

  • Measurement & Reporting (not changed)

  • Strategy Management (not changed)

  • Supplier management (not changed)

Service Management Practices:

  • Business Analysis (new)

  • Capacity & Performance Management (changed)

  • Change Control (changed)

  • IT Asset Management (changed)

  • Monitoring & Event Management (changed)

  • Release Management (changed)

  • Service Configuration Management (changed)

  • Service Design (changed)

  • Service Desk (changed)

  • Availability Management (not changed)

  • Incident Management (not changed)

  • Problem Management (not changed)

  • Service Catalogue Management (not changed)

  • Service Continuity Management (not changed)

  • Service Level Management (not changed)

  • Service Request Management (not changed)

  • Service Validation & Testing (not changed)

Technical Management Practices:

  • Software Development & Management (not changed)

  • Deployment Management (changed)

  • Infrastructure & Platform Management (new)


The new ITIL® 4 certification scheme is already available and contains the following levels:


 ITIL® 4 Zertifizierungsschema


  • ITIL Foundation (1 Module)

  • ITIL Specialist (3 Modules)

  • ITIL Strategist (1 Module)

  • ITIL Leader (1 Module)

  • ITIL Master (1 Module)

The new ITIL® 4 certification system now consists of two different development streams, which consist of the above modules:

  • To become an ITIL Managing Professional, the following requirements must be met:

    • ITIL 4 Foundation

    • ITIL Specialist (Create, Deliver, Support)

    • ITIL Specialist (Drive Stakeholder Value)

    • ITIL Specialist (High Velocity IT)

    • ITIL Strategist

  • To become an ITIL Strategic Leader, the following requirements must be met:

    • ITIL 4 Foundation

    • ITIL Strategist

    • ITIL Leader

Both ITIL Managing Professional and ITIL Strategic Leader are required for the ITIL Master.


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Last update 2023-11-08 

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