I see two key improvements in the ITIL update that will support improved customer value delivery:
✔️The update takes a systems approach in that it presents ITSM as an end-to-end value system. While the end-to-end model was presented in the last edition (of ITIL) it was not as explicit as it could have been.
The key message here is that organizations need to manage the full system to manage quality, speed, and cost. Hopefully this will send a clear message that picking and choosing which processes organizations focus on is not a long-term strategy.
✔️In previous iterations of ITIL, theprocess model has not included integration with build or project management practices.
This has created a false sense of separation between IT professionals focused on projects or software development and those who look at ITIL as a best practice framework. This update will bring these two elements together for the first time which is critical.
This is in line with how ITSM is expected to change over the next few years.