"Extending IT service management abilities past technology services to handle business enterprise-centric use cases; controlling service desire and supply by way of a widespread platform, portal, and service catalog; and rushing up innovation and workflow automation through PaaS/reduced-code advancement tooling." - Charles Betz, Forrester ITIL 4 introduces 7 guiding rules https://enterprise-service-manage00875.bloggactif.com/34581627/the-smart-trick-of-help-organizations-deliver-employee-services-that-nobody-is-discussing