Top Highlights

• ITIL 4 has since addressed some of these areas, such as DevOps, Agile, and Lean principles to incorporate best practice across the broad spectrum of information technology.
• Since ITIL is a framework, it is meant to be applied in different ways, depending on the corporation's particular needs. It should never be considered a one-size-fits-all endeavor. There are far too many variables at play.
• The uniqueness of every organization will create its own IT services, just like with the pottery companies.
• The best process will die on the vine without support.
• Too much focus on the ITSM toolset to solve all the problems when it takes a balanced view of people, process, and tools to have process maturity.