DIGITAL TRANSFORMATION OF ORGANISATIONS IN THE CONTEXT OF ITIL® 4
DIGITAL TRANSFORMATION OF ORGANISATIONS IN THE CONTEXT OF ITIL® 4

Summary/Abstract: Digital transformation of organisations has accelerated in recent years. Businesses and other organisations but also states, and public institutions are gradually digitising a variety of processes. Agile techniques, design thinking, and large datasets are being fully utilised to improve the efficiency of organisations, their processes, and the user experience with them. The effects, for example, include cost reductions, increasing customer or citizen satisfaction, faster document handling or processing of orders. Many processes become completely automated with minimal human intervention. This paper discusses some the most important aspects of digital transformation in organisations in context of the ITIL, the framework for IT product and service management. Its last version, ITIL® 4, was released quite recently in February 2019. The focus of this paper is to present this new version and its use in organisations. ITIL® 4 brings with it a new structure, reduction of principles, and a new philosophy of processes. An overview of processes deployed in organisations in context of ITIL® 4 is presented in the paper, along with a case study showcasing the use of ITIL® 4 in a digitisation project in the area of customer feedback and satisfaction.

• Details
• Contents