Digital Transformation

Co-creating business value with ITSM

Published on May 11, 2022

IITL has been adopted by organizations to streamline their IT service management since its conception in the 1980s. In its latest version, ITIL talks about co-creating value from a service management perspective.

 ITIL 4 can be considered a modernized framework that is more in line with changing technologies; unlike previous versions, it emphasizes the importance of stakeholder collaboration for co-creating value. The latest version also aligns with new work models such as lean, agile, and DevOps, and supports modern technologies like AI and the cloud.

 This videocast will explore some of the new concepts introduced in ITIL 4, including value co-creation, the importance of a human-centric approach, the Service Value System, and how organizations can benefit from implementing the ITIL 4 framework.


  • The ITIL 4 framework
  • The major differences between ITIL 3 and ITIL 4
  • The Service Value System: The concept of value co-creation introduced in ITIL 4
  • The four dimensions of ITIL 4
  • Humanizing IT: The importance of adopting a human-centric design for IT
  • The importance of an experience-led approach
  • Value stream mapping and its business benefits
  • The right tools and techniques for value stream mapping
  • The future of ITIL
Athira Jayakumar

Athira Jayakumar

Enterprise Analyst, ManageEngine

 Learn more about Athira Jayakumar

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