ITIL 4: Modernizing Service Management for the Future.
ITIL 4: Modernizing Service Management for the Future. ITIL 4 transforms service management through AI, experience metrics, adaptive frameworks, and value-driven leadership—read this bold take. In 2025, ITIL 4 is no longer a “best practice nice-to-have”—it’s central to how organizations drive value through service management. The evolution we’re seeing is bold: from SLA to XLA, from rigid processes to adaptive frameworks, from human-only workflows to Agentic AI partnerships. In this post, I argue that embracing this evolution isn’t optional—it’s essential. I’ll share how leaders can modernize ITIL 4 in 2025, highlight key tensions, and spark a conversation about what “good” service management looks like. I invite you to push back, question, and help refine the future. Service Management at a Crossroads Every few years, the IT world faces a pivot point. In 2025, I see ours. The old models—process-heavy, tech-first, reactive—are breaking under the strain of rising expectations, relentles...