For IT departments who see no difference in the way they operate now under IT infrastructure library (ITIL) 3 vs ITIL 4, there should be an immediate scrutiny of the documented process and methodology of addressing customer requirements. ITIL 4 practices need to become part of the fabric when engaging the business on digital solutions as best practice can easily come from, or be influenced by, vendors outside the business. The outcome for IT is routinely playing catchup when it comes to selecting the best value IT solutions for the business and customer application.

ITIL 4 moves the conversation from simply an IT solution to a holistic framework that aligns service to business requirements. The framework incorporates the guiding principles, four dimensions of service management practices that can evolve and adapt to the increasingly digital landscape now expected by customers in a mobile, 24/7 world. Business requirements, when analysed through the ITIL 4 lens, can create responses with a supportable and reliable business case for change.

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Mark Unwin

About The Advisor

Mark Unwin

Mark Unwin is an IBRS advisor specialising in the areas of commercial contract negotiation and vendor management. Mark has a career spanning 25 years across Government, Defence, ICT, Telecommunications and Infrastructure, and in this time has developed innovative solutions to transition and transformation ICT contracts, including project management, effective negotiation and relationship management. Mark is adept at aligning ICT service providers using the ITIL service delivery model in particular encompassing service desk implementation, asset management, unified communications and collaboration, end-user computing, ERP systems design and implementation, and software deployment and licensing. Mark has negotiated software audits and licensing agreements for Microsoft, Adobe, Veritas, SAP and Oracle. Mark is CPA qualified and has supported CIOs and CFOs to justify ICT investment programs throughout his career.