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Top 5 emerging ITIL Trends to watch out for in 2020


The IT Infrastructure Library (ITIL), since its inception in the 1980s, has attained global recognition for aligning organizational standards by offering best practices in delivering IT services across organizations. ITIL uses a systematic approach to IT service management (ITSM), and over the years has paved the way for dynamic collaboration with the ITSM tools. ITIL helps in creating a holistic approach for IT professionals and organizations around the globe by co-creating value in the modern service economy.

Is ITIL still relevant today?

The question running through the minds of many is the relevance of ITIL in 2020 and whether the ITIL certifications are still in demand. ITIL has been around for about 4 decades now, and after such a long time of existence, such questions are bound to arise. However, the simple and straight answer to this question is definitely yes!! In fact, ITIL updated its courses recently bringing out the latest ITIL 4 version of the certifications, and this has  ITIL become even more relevant in today’s times. However, to answer this question in detail, it is imperative to explore a step deeper and understand how the ITIL framework is focusing on shifting organizations from optimization focused models to customer-centric ones. What we witness today is a change of power from enterprises to customers.

Before the launch of ITIL (v3, 2011), many have dismissed ITIL as a relic of a different age. The launch of ITIL v3, 2011 established ITIL as a fundamental foundation, offering stability and value within evolving enterprises. The core concepts of ITIL have been further refined with the update of ITIL 4 in 2019. This update marked an immense leap in the ITSM world. The update has placed strong emphasis towards agility, flexibility and innovation in ITSM, emphasizing on the continuous relevance of ITIL in industry 4.0 and proving that it is far from becoming an artefact any time in the visible future.

The rapid levitation of cloud-based technologies, DevOps, etc. may have questioned the seemingly rigid architectural methods of ITIL in the past, however, the core values of ITIL have remained valid and critical for enabling businesses and organizations to transform. According to AXELOS, owner of the ITIL framework, the updates are progressively matching the agile and dynamic tech architecture. To keep up with times, the ITIL framework has evolved with a paradigm shift from waterfall to agile.

To further understand the constant growth and relevance of ITSM, lets deep dive into the emerging trends in ITIL in 2020: 


Top 5 emerging ITIL trends of 2020 

  1. Improved Stakeholder Journey 

With the recent evolution of ITIL, customers and end users have become an integral element in the process of creating value. Engagement and interaction between service providers and stakeholders with the key focus on customer experience is essential for the success of business in the current competitive landscape. ITIL 4 has been created around this journey with the core concept that “value is co-created”. The values of ITIL 4 are being adopted as best practices in 2020 with the emphasis being laid on user experience. 

  1. Reinventing ITSM with the adoption of AI 

AI and Machine Learning are not just buzz words any more. They are gradually paving its way into the ITIL landscape. The ITIL 4 Foundation concepts and certification stress on the principle of “optimize and automate”, focusing on human intervention to happen where it will contribute value rather than becoming wasteful. The near future will witness IT companies leveraging automation even further to enhance current ITIL incident processes. Organizations will heavily depend on ITIL practices to leverage AI for more than just routine tasks. It will be used to handle complex data in large amounts to locate future patterns and avoid future incidents.

  1. Enhanced Security 

Security will remain big throughout 2020 and the coming future. Information security was already being highlighted throughout enterprises as a concern, and now with the global spread of COVID-19 bringing about an increasing usage of tracing apps have generated concerns about data privacy and protection. These challenges are driving organizations towards increased digital and data security for their operations. Today, information security remains one of the highest priorities of ITIL 4 practices, wherein all services are processed in alignment with global IT and business security.

  1. Better Employee Satisfaction 

The latest ITIL 4 practices offer a wide range of research-based strategies for enterprise success routed through means of employee satisfaction. From decentralizing change management to improving employee enablement, ITIL 4 is focused on team power. Organizations globally, now more than ever, are looking at challenges thrown at them in adjusting to the “new normal”. Flexibility at work, remote work options and adoption of cloud-based services are just a few challenges being overcome by enterprises with efficient IT-based services. 

  1. Enterprise Service Management at the forefront of Corporate Evolution 

2020 is witnessing the continued collaboration of departments by breaking the silos and focusing on evolving Enterprise Service Management (ESM). The best practices of ITSM will continue to be integrated into business functions within and outside IT, such as human resources. The idea of having a blanket user experience throughout IT and non-IT business functions within an enterprise will exhibit an ideal scenario for the adoption of value creation.

The Way Forward 

With the ever-evolving digital era, the world is spoilt for choices with a large number and variety of certifications available in the IT industry. However, ITIL certifications make it to the top in the list of must-have IT certifications every year, and for good reason. Enterprises which are consistently adopting ITIL practices, right from their middle management level to their top management level, stand to benefit significantly through 2020. There is a huge potential waiting to be optimized within the IT space and the latest ITIL trends are increasingly paving the way towards increasing work efficiency and reducing costs.

ITIL Certifications

ITIL 3 Foundation level credentials, continue to remain valid but all ITIL 4 certification levels have been rolled out now. Candidates are being encouraged to pursue ITIL 4 certification and any intermediate candidates still pursuing ITIL 3 certification can transfer the ITIL 3 credits to move onto the higher-level ITIL 4 certifications.

ITIL certification consists of a range of qualifications covering areas of ITIL service lifecycle. Candidates who aim to obtain an ITIL certificate must take a training course and pass an exam before receiving the certification

The first step for beginning the ITIL journey is to earn the ITIL 4 Foundation certification. This basic-level certification is an entry-point as well as a mandatory prerequisite for the next level of ITIL certifications, such as, ITIL Practitioner. This is then followed by the ITIL Intermediate (service lifecycle and service capability categories), then by an ITIL expert and finally by the ITIL Master certification. Each certification has its own prerequisites in terms of credentials, experience, etc. and specific guidelines for its certification examination.

Cognixia – world’s leading digital talent transformation company is one of the authorized training providers on the globe ranking among the top training providers with the highest pass rate for its ITIL certification training courses. We follow the guidelines and curriculum exactly as recommended by AXELOS and our trainers are ranked among the best in the world. Cognixia offers a fully developed portfolio of AXELOS accredited formal classes, ranging from the ITIL 4 Foundation to ITIL intermediate, ITIL expert and ITIL Master levels. Our courses focus on helping organizations and individuals understand the ITIL best practices and ultimately achieve the requisite ITIL certifications they are preparing for. The more advanced courses take a deeper and more advanced approach to ITIL best practices, helping candidates prepare for the most challenging roles within IT organizations. To know more about our ITIL classes, visit here.

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