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ITIL® 4: The ITSM Framework for Your Digital Transformation

By Alessandra Fabian


ITIL is the most widespread and accepted IT Service Management approach in the world.

ITIL helps people and organizations to leverage IT in order to sustain business growth and evolution.

To obtain the optimal value from IT and digital services, organizations that provide services are called upon to define a clear model of abilities, skills and competences to align with customer needs. These capabilities are identified in ITIL best practices.

ITIL, as a professional certification scheme, provides a practical, comprehensive and proven guide to creating a service management system, to support businesses that benefit from IT-enabled services.

This ITIL white paper will answer the following questions:

  • What is ITIL?
  • What problems does ITIL solve?
  • What are the highlights of ITIL 4?
  • What are the four dimensions of service management?
  • What is the service value system?
  • What are the seven guiding principles?
  • What is the service value chain?
  • What are the 34 ITIL practices?
  • What is the ITIL 4 certification path?

Finally, we’ll answer Frequently Asked Questions (FAQ) about ITIL 4.


Continue Learning with IIL – We are proud to be an Accredited Training Organization (ATO) for ITIL®. For more information on the training we offer, or to learn more about group or onsite training opportunities, get in touch with us via the form on this page or contact your local IIL company.

About the Author:


Alessandra Fabian is an experienced ITIL trainer in Italy and provides her support to those organizations that want to digitize their operating model, by adopting ITIL, VeriSM, Lean, and Scrum. Alessandra became interested in IT during her undergraduate studies in Communications and Marketing, where she quickly understood how much digital transformation asks for IT and marketing to cooperate synergically.

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