AXELOS® is currently working on ITIL 4 , a community and industry-led initiative. A key finding from ongoing research is that ITIL is still widely adopted and used. So too are practices such as Agile (including Agile Service Management ), Lean and DevOps . These practices don’t make ITIL irrelevant. The ‘what’ and ‘why’ of ITIL – such as the need to focus on value and design for customer experience – continue to be relevant. ITIL 4 also keeps many of the core practices and processes found in ITIL V3/2011 intact. It’s the ‘how’ that needs to be adapted as organizations learn and benefit from these modern practices. ITIL Practitioner introduces guiding principles that embrace the ‘essence’ of ITSM and Agile and Lean and DevOps. These guiding principles – which will be carried forward into ITIL 4 – serve as succinct reminders that modern ITSM requires new ways of thinking and new ways of working. Numerous books have been written about how Toyota was able to dramatically improve