{"id":145893,"date":"2025-08-26T15:11:36","date_gmt":"2025-08-26T18:11:36","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/uncategorized\/the-itil-dilemma-is-false-consistency-connection-for-real-itsm-value\/"},"modified":"2025-12-09T17:38:10","modified_gmt":"2025-12-09T20:38:10","slug":"is-itil-4-dead-or-just-missing-consistency-connection","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/","title":{"rendered":"Is ITIL 4 dead? Or is there just a lack of consistency + connection?"},"content":{"rendered":"<blockquote><p>Consistency without connection is cost; connection without consistency is chaos \u2014 why \u201cITIL vs. the rest\u201d is a false choice<\/p><\/blockquote>\n<p><em><strong>An honest dive into the recent debate about ITIL 4, \u201cHumanising IT,\u201d \u201cValue-Engineering,\u201d and the so-called \u201cframework crisis\u201d \u2014 and how to cut through the noise with a simple, integrated, verifiable operating model.<\/strong><\/em><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#Before_we_begin_a_quick_context_and_7_frank_questions\" >Before we begin, a quick context (and 7 frank questions):<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#1_The_end_of_the_world_that_didnt_happen\" >1) The end of the world (that didn\u2019t happen)<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#2_Whats_actually_being_disputed\" >2) What\u2019s actually being disputed<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#3_From_classroom_to_gemba_two_implementations_Ive_seen_lately\" >3) From classroom to gemba: two implementations I\u2019ve seen lately<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#4_How_to_reconcile_ITIL_4_DevOpsSRE_and_Design_without_reinventing_the_wheel\" >4) How to reconcile ITIL 4, DevOps\/SRE, and Design without reinventing the wheel<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#5_When_the_criticism_sticks_%E2%80%94_and_how_to_address_it\" >5) When the criticism sticks \u2014 and how to address it<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/is-itil-4-dead-or-just-missing-consistency-connection\/#7_Conclusion\" >7) Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n<h4><span class=\"ez-toc-section\" id=\"Before_we_begin_a_quick_context_and_7_frank_questions\"><\/span>Before we begin, a quick context (and 7 frank questions):<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>You probably arrived here because you\u2019ve heard that \u201cITIL got expensive,\u201d that \u201cit doesn\u2019t fit DevOps,\u201d or that \u201cthere are modern alternatives.\u201d Before you buy a new label, run an honest check on your reality: <\/p>\n<ol>\n<li>When someone says \u201cservice\u201d at your company, does that mean perceived value or a ticket queue?<\/li>\n<li>Do your changes go through an approval meeting or through evidence in the pipeline (tests, security, segregation of duties, progressive delivery)?<\/li>\n<li>What are your SLOs? Who signed them? How do you use the error budget in decision-making?  <\/li>\n<li>Has your MTTR dropped in the last 90 days? And your change failure rate? <\/li>\n<li>Do experience indicators (CSAT\/NPS and team EX) show up at the executive committee as much as SLAs?<\/li>\n<li>Do ITIL 4\u2019s guiding principles (keep it simple &amp; practical, start where you are, focus on value) show up in everyday tools \u2014 or only on the wall?<\/li>\n<li>Have you invested more in certification than in adoption? Why? <\/li>\n<\/ol>\n<p>I spent hours reading qualified contributions \u2014 agreements, critiques, and provocations \u2014 and distilled here what\u2019s signal (what changes outcomes) and what\u2019s noise (what only changes the label). If any question above made you uncomfortable, good: this text is for you. <\/p>\n<h4><span class=\"ez-toc-section\" id=\"1_The_end_of_the_world_that_didnt_happen\"><\/span>1) The end of the world (that didn\u2019t happen)<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>In recent days I went back to basics: I stopped to calmly read dozens of comments from professionals I respect \u2014 people who live operations, who teach, who design policies, who defend audits and suffer when they bog things down. Among praise, criticism, and provocation, the loudest narrative was that there\u2019s a \u201cdilemma\u201d around ITIL and that \u201cnew approaches\u201d are finally pointing to a way out. <\/p>\n<p>Here\u2019s my starting point: there is no dilemma where there\u2019s a false dichotomy. \u201cITIL vs. an alternative\u201d is a bad question. The problem was never ITIL, just as it was never DevOps, SRE, SIAM, or any other label. The problem is when we confuse consistency with bureaucracy and human connection with improvisation.   <\/p>\n<p>If your organization chooses \u201cconsistency without connection,\u201d you buy cost. If it chooses \u201cconnection without consistency,\u201d you buy chaos. Value is born between the two \u2014 right where a common language (ITIL 4) meets behavior, design, and automation (DevOps\/SRE\/HCD) and, increasingly, AI with guardrails.  <\/p>\n<h4><span class=\"ez-toc-section\" id=\"2_Whats_actually_being_disputed\"><\/span>2) What\u2019s actually being disputed<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>There are three underlying disputes in this conversation:<\/p>\n<ol>\n<li>Language vs. behavior. ITIL 4 gives vocabulary, artifacts, and a Service Value System. That\u2019s essential for alignment and governance. But vocabulary without behaviors (working agreements, honest feedback, focus on outcomes) doesn\u2019t change the user\u2019s reality.   <\/li>\n<li>Process vs. tool. When the process lives outside the tool, a parallel ritual no one respects is born. When the process is embedded (rules, automations, templates), the experience flows \u2014 and governance appears as evidence, not as memos.  <\/li>\n<li>Human control vs. automation. Approving change \u201cin a meeting\u201d is costly and slow. Controlling in the pipeline (tests, security, segregation of duties, progressive delivery) is safer, faster, and more auditable. It\u2019s not less governance \u2014 it\u2019s different governance.   <\/li>\n<\/ol>\n<p>\u201cHumanising IT\u201d speaks to experience; \u201cValue-Engineering\u201d demands evidence. A mature synthesis doesn\u2019t pick one or the other \u2014 it unites experience + engineering. <\/p>\n<h4><span class=\"ez-toc-section\" id=\"3_From_classroom_to_gemba_two_implementations_Ive_seen_lately\"><\/span>3) From classroom to gemba: two implementations I\u2019ve seen lately<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Company A did everything \u201cby the book\u201d: a wave of certifications, a dozen mapped processes, lots of new forms. The change backlog grew, the success rate improved a bit, but MTTR and user perception stayed almost the same. Moral: compliance without experience.  <\/p>\n<p>Company B started smaller: defined 2 critical value streams, treated service like a product (with an owner, SLOs, and budget), implemented risk-based change inside the pipeline, and trained blameless post-mortems. The next quarter, MTTR fell, the change failure rate plummeted, and people felt the difference. Moral: experience with consistency.  <\/p>\n<p>It wasn\u2019t a miracle of labels. It was adoption discipline. <\/p>\n<h4><span class=\"ez-toc-section\" id=\"4_How_to_reconcile_ITIL_4_DevOpsSRE_and_Design_without_reinventing_the_wheel\"><\/span>4) How to reconcile ITIL 4, DevOps\/SRE, and Design without reinventing the wheel<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Start with service as a value principle. If \u201cservice\u201d is treated like a low-status department, you lose sponsorship. If \u201cservice\u201d is seen as a capability that enables desired outcomes while managing risks and costs, the game changes. Name an owner, define SLOs that make sense to the customer, and create a roadmap that speaks to experience, not only SLA.   <\/p>\n<p>Move control into the pipeline. Manual approval becomes a queue; automated evidence becomes trust. Policy-as-code, feature flags, and progressive delivery turn \u201cchange\u201d from ceremony into engineering. Audit? Easier \u2014 you prove with logs and gates instead of meeting minutes.    <\/p>\n<p>SRE beyond the buzzword. SLOs designed with the customer, error budgets to balance stability and pace, and blameless post-mortems that produce real improvement actions. <\/p>\n<p>A lean SMO. A small unit (or chapter) that orchestrates practices, data, and continuous improvement \u2014 not to police people, but to enable teams and prevent regressions. The SMO ensures the process lives in the tool and that metrics talk across areas.  <\/p>\n<p>AI with guardrails. AI removes repetitive steps and expands support, but requires clear roles, risk management, MLOps\/ModelOps, and EX\/CX telemetry so you don\u2019t \u201coptimize\u201d what doesn\u2019t matter. <\/p>\n<h4><span class=\"ez-toc-section\" id=\"5_When_the_criticism_sticks_%E2%80%94_and_how_to_address_it\"><\/span>5) When the criticism sticks \u2014 and how to address it<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>\u201cIt got bureaucratic.\u201d I agree: sometimes it does. The fix is lean policies, short runbooks, automated change models, and cycle-time SLAs for internal work.  <\/p>\n<p>\u201cIt turned into a product and lost the plot.\u201d That happens too. When the standard is sold as an end in itself, focus drifts from the user. Prescription: value\/flow\/experience metrics visible to the executive committee and everyday, accessible trainability.   <\/p>\n<p>\u201cLots of alternatives, little result.\u201d Call it framework fatigue. The answer is architecture: a design that makes clear what\u2019s core (common language, incident\/change\/request, improvement) and what\u2019s contextual (SRE\/DORA for Product, FinOps\/AI for Platform, reinforced audit trails for Regulated areas).  <\/p>\n<p>6) Judge by evidence, not by labels<\/p>\n<p>Before you \u201cswitch doctrines,\u201d ask:<\/p>\n<ul>\n<li>What improved, numerically, in reliability, speed, and experience?<\/li>\n<li>How does the approach hold up in high-risk, audit-heavy environments?<\/li>\n<li>Is there an ecosystem (people, content, practices) to scale it?<\/li>\n<li>How does it fit with what already works (ITIL\/ISO\/COBIT\/DevOps) without creating rework?<\/li>\n<li>If the answer is weak, the problem isn\u2019t your \u201cdoctrine\u201d \u2014 it\u2019s your adoption process.<\/li>\n<\/ul>\n<h4><span class=\"ez-toc-section\" id=\"7_Conclusion\"><\/span>7) Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>The recent debate surfaced something precious: the urgency to reconnect consistency and connection. What paid the bills in the organizations I observed was far less glamorous than marketing would like: ITIL 4 as a lingua franca, SRE\/DevOps as flow engineering, human-centered design as daily practice, automation as control, and data as arbiter. <\/p>\n<p>Consistency without connection is cost. Connection without consistency is chaos. Value happens where the two meet.  <\/p>\n","protected":false},"excerpt":{"rendered":"<p>Consistency without connection is cost; connection without consistency is chaos \u2014 why \u201cITIL vs. the rest\u201d is a false choice An honest dive into the recent debate about ITIL 4, \u201cHumanising IT,\u201d \u201cValue-Engineering,\u201d and the so-called \u201cframework crisis\u201d \u2014 and how to cut through the noise with a simple, integrated, verifiable operating model. Before we [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":145942,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8074],"tags":[],"class_list":["post-145893","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-itil"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Is ITIL 4 dead? 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