itil 4 service value chain Social

In the course of digital transformation, communication channels are becoming increasingly complex - both in B2B and B2C. This affects not only large corporations, but also medium-sized companies across all industries. Only with intelligent IT-services, companies manage to increase their users` satisfaction, make optimum use of their resources and remain competitive in the long term. This is exactly where ITIL 4 comes into play. ITIL 4 provides guidelines for meaningful IT Service Management (ITSM) and is the new version of the proven ITIL V3 standards.

Companies that have done their job properly in meeting ITIL V3 standards will not have any difficulties with ITIL 4. Therefore, the continuous development of our All in one platform OMNITRACKER has paid off as our OMNITRACKER applications already meet all essential technical ITIL 4 innovations.

What's new in ITIL 4?

  • Basically, the 26 ITIL V3 processes remain valid in the long term. However, ITIL 4 considers them holistically and presents them more clearly.
  • ITIL 4 focuses on the implementation concepts, methods, practices and principles of service management rather than on the strict definition of disjointed processes. This new "view from above" should enable a flexible implementation of the ITIL standards.
  • The service lifecycle from service strategy and service transfer to operation and permanent service improvement remains essentially the same. However, it rather serves as a superordinate concept. It should not be understood as a literal implementation guide.
  • Individual processes, as defined in detail in ITIL V3, are integrated in the ITIL Service Value System (SVS). The SVS is a model in which continuous IT service improvement is achieved through recurring revisions. This cyclical approach is important because it is the only way to react to trends and environmental influences (e.g. changes in legislation).
  • Numerous case studies provide a better practical relevance.
  • Several of the responsible persons for ITIL 4 were also involved in ISO/IEC 20000, an internationally valid standard in the field of service management. ITIL 4 is compatible with ISO 20000.
  • In ITIL 4, the topic of the cloud is attracting more attention than before. Cloud computing is intended to make users more flexible and will become more important for IT structures in the future. However, this also involves security issues.
  • ITIL 4 also provides recommendations for integrating ITIL with other frameworks (DevOps, Lean, Agile).

What does ITIL 4 mean for OMNITRACKER?

According to the information available so far, our OMNITRACKER applications meet all essential requirements. In ITIL 4 individual terms change and thematically similar processes are summarized or further subdivided. For example, the ITIL V3 processes Change Management and Change Evaluation are combined in ITIL 4 to form Change Control. For more information on the individual processes, we recommend the ITIL 4 vs. ITIL V3 information page ITIL 4 vs. ITIL V3 by YaSM.

Further details on ITIL 4 are likely to be announced in autumn 2019. We will keep you up to date on what will change in the course of ITL 4. ITIL 4 certifications are not expected until 2020.


The ITIL 4 changes extend the previous recommendations of ITIL V3. The actual changes are limited, the ITIL framework is more likely to be restructured and renamed.

The focus of ITIL 4 is on practical relevance and added value for customers and users. Until ITIL V3, there was frequent criticism that organizations had adopted the ITIL guidelines too unreflectively and had lost sight of the concrete user relevance. This deficiency should be eliminated with ITIL 4 - whereby ITIL-compliant software will be improved. All in all, ITIL 4 is a sensible update that benefits the user in particular. ITIL 4 should not entail any major additional effort for companies that have carefully fulfilled the ITIL V3 standards.

Do you still have questions about ITIL 4 and OMNITRACKER? Then contact us, we will be glad to help you:

About AXELOS – the creator of ITIL

AXELOS provides best practices in the area of IT Service Management (ITSM), among others. The aim is to support companies in continuously improving their services. The ITIL recommendations are intended to help companies to make their processes as intuitive and practical as possible. The focus is on user benefits. The ITIL guidelines are recognized worldwide and serve the systematic evaluation of service management in the IT sector. ITIL certifications by Serview or Pink Elephant for companies or individual IT products are also possible. The best practices are based on studies of the IT service structures of successful companies. Based on these global analyses, AXELOS uses ITIL to create a guideline for the quality of IT services.

Source: “ITIL 4 Foundation, Copyright © AXELOS Limited 2019. Material is reproduced under licence from AXELOS Limited. All rights reserved.”