Modern voices declare ITIL dead. They’re wrong. The most successful ITSM deployments still apply ITIL — they just modernize how they apply it. Here’s the difference between dead-ITIL and modern-ITIL.
Process documents printed and shelved. Six-week change-approval queues. Ticket-handling that obeys process literally. Service-management as bureaucracy.
The same process patterns — incident, problem, change, request — encoded as automated workflows. Risk-tiered approvals so low-risk changes flow fast and high-risk changes get scrutiny. Automated routing based on service ownership. Service-management as engineering.
The ITIL process patterns are fundamentally sound. They reflect decades of operational learning. What’s changed is the implementation: from manual + bureaucratic to automated + intelligent. ITIL isn’t dead. It just grew up.
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