ITIL4 Co-Creating Value in Organizations with ITIL 4

6 Co-creating value with customers

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6.1 The evolution of ITIL

ITIL4 is reflective of the fourth industrial revolution – a digital revolution, if you

will. ITIL itself has had to innovate and move with and ahead of the times to

remain both relevant and useful to those working with digital IT services.

ITIL

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4: Drive Stakeholder Value (2020), and ITIL4 as a whole, focuses on co-

creating or facilitating value via services as well as products. But what does this

mean in practice? Many of our day-to-day ‘products’ are in fact services, obvious

examples being the likes of Netflix, Uber, and Deliveroo. In the case of Netflix, it

has replaced the own ...