As managers improve IT operations with an eye to process efficiency, however, they need to gain operational accountability through visibility and analytics into how systems and networks are behaving.

ITIL 4 contains seven guiding principles that were adopted from the most recent ITIL Practitioner Exam, which covers organizational change management, communication, and measurement and metrics.

The identification, management and resolution of problems that affect the quality and efficiency of service provision are absolutely crucial in IT services that underpin critical business operations.

Barnes found that the processes laid out in ITIL aligned with plans to improve incident priority management at JPMorgan Chase.