#HDIchat Recap: Is ITIL Still Relevant?


by Roy Atkinson
July 10, 2017

ITIL® in its various version and updates has been around for a long time. The last complete revision was released in 2011. During the past three or so years, the rise of DevOps, SIAM (service integration and management), Agile methodology, and others have been crowding blogs and social posts, while it seems that ITIL is getting less “airplay.”

This #HDIchat posed some questions about the perception and the reality, and asked about the future of ITIL itself. We’ve been told that there won’t be a complete new edition of the books, but rather that the ITIL Practitioner publications and qualification will set the pattern for the future.

Here are some of the key points from the conversation:

  • One of ITIL’s biggest values is that it suggests a common language for communication
  • Trying to use ITIL-based tools without adopting ITIL is painful
  • ITIL may need a makeover for the digital world, but that may not be a new set of books

Read the complete conversation.

Join us again this Friday for our next #HDIchat!

ITIL® is a registered trademark of AXELOS, Limited.  All rights reserved.


Roy AtkinsonRoy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. In addition to being a member of the HDI International Certification Standards Committee and the HDI Desktop Support Advisory Board, Roy is a popular speaker at HDI conferences and is well known to HDI local chapter audiences. His background is in both service desk and desktop support as well as small-business consulting. Roy is highly rated on social media, especially on the topics of IT service management and customer service. He is a cohost of the very popular #custserv (customer service) chat on Twitter, which celebrated its fifth anniversary on December 9, 2014. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @HDI_Analyst and @RoyAtkinson.


Tag(s): supportworld, ITIL, methodology, framework and methodologies, framework, service management

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