ITIL 4’s masterstroke is to introduce practices in ITIL and do away with processes and functions. The problem was not so much that it was complex, but the underlying concepts and their overlay were often complicated; and to ITIL seekers, it was often a fairly lengthy learning curve.
ITIL’s processes represented the series of activities and its workflow that was necessary to turn an input into an output. Functions were team structures that provided the resources for carrying out process activities. Practices and functions engaged in a matrix arrangement ...
