ITIL 4
The service value system: guiding principles, governance, service value chain and continual improvement – ITIL 4

ITIL 4 4.3.7: Optimize and automate

What does 4.3.7 require?

Get the most out of people and technology: remove whatever is genuinely wasteful and let technology do what it is capable of, keeping human involvement for where it adds value. The path to optimization is: understand and agree the context; assess where things stand; agree the target state and priorities, concentrating on simplification and value (standardization included); win stakeholder commitment; carry out the work in iterations, using measures and feedback; and keep monitoring the effect. Automating standard, repetitive tasks releases people for complex decisions, yet the ability to step in manually must remain. Simplify and optimize first, then automate; set the measures that establish the baseline and show what has been achieved; and use the other principles too (iterate with feedback, keep things simple, keep value in view, and begin from what already exists, including technology already on hand).

Maintained by Gerard BlokdykControl text last updated

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