ITIL 4 vs Agile: Can They Work Together?

One of the questions we get asked most often is whether or not ITIL 4 and Agile can work together. And it’s not surprising. There’s a common misconception that you should pick one framework and stick to it. But in our experience, that couldn’t be further from the truth. 

Of course, ITIL 4 and Agile can work together effectively. ITIL 4 provides a flexible framework for managing IT services, while Agile emphasises speed, collaboration and continuous improvement. When combined, they help organisations deliver value faster while maintaining structure and reliability.

But what are ITIL 4 and Agile? And what are the challenges of integrating the two approaches? If you’re still unsure, you’ll find all the answers here. Read on to discover the key answers to some of the most common questions relating to ITIL 4, Agile and IT service management in general.

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What Is ITIL 4?

ITIL 4 is the latest version of what started as the IT Infrastructure Library (ITIL) - one of the most widely used frameworks for IT service management. By focusing on value co-creation, digital transformation and embracing change, it’s an adaptable framework that helps organisations manage services effectively. 

At the heart of ITIL 4 lies the Service Value System (SVS) -  a model of how all the components and activities of an organisation work together to create value. It turns demand for services and/or opportunity to create and deliver services into valuable outcomes for customers.

But making the right decisions isn’t always straightforward. That’s why ITIL 4 offers seven guiding principles, which should be applied in every situation to help guide your decisions to achieve the best outcomes for your customers: 

1. Focus on value

2. Start where you are

3. Progress iteratively with feedback

4. Collaborate and promote visibility

5. Think and work holistically

6. Keep it simple and practical

7. Optimise and automate

This last principle is one of the key changes that sets ITIL 4 apart from its previous iteration. There’s a greater emphasis on working with Agile, DevOps and Lean practices to encourage collaboration and speed of delivery.

Thinking of signing up for ITIL 4? Read our helpful blog post on How to Prepare for the ITIL 4 Foundation Exam for a better understanding of what you’ll need to do to pass the exam.

What Is Agile?

Unlike ITIL 4, Agile started out as an approach to software development. It’s more of an umbrella term for related approaches that emphasise speed of delivery and adaptability. Some common frameworks include Scrum and Kanban. What they all have in common are the following values (taken from the Agile Manifesto): 

• Individuals and interactions over processes and tools

• Working software over comprehensive documentation

• Customer collaboration over contract negotiation

• Responding to change over following a plan

These values are supported by 12 guiding principles that encourage continuous delivery, sustainable pace, technical excellence and self-organising teams. You’ll find a summary of these over on the Agile Alliance website.

Though it started out as an approach to software development, the values of Agile have been applied to a wide range of industries and business functions. There are a few reasons for this: 

• Adaptability - Agile helps businesses pivot quickly in response to competitors, trends or crises.

• Customer Expectations - Customers increasingly expect continuous updates to products and services rather than annual product cycles.

• Digital Transformation - With the digital transformation, Agile offered a natural framework for cross-functional collaboration.

• Innovation - Agile encourages experimentation, helping businesses foster a culture of innovation and learning.

So, can it work together with ITIL 4 and vice versa? Well, before we answer that, let’s recap some of the key differences. 

Ready to integrate Agile and ITIL 4 with confidence? Explore our expert-led courses and flexible learning paths designed for busy professionals. Start learning with Zindiak today.

ITIL vs Agile: Understanding the Differences

While ITIL and Agile use slightly different terminology, they are quite similar in many ways and are often used within the same organisation. Here’s a summary: 

ITIL and Agile have plenty of differences, but many organisations find success by combining the two approaches. That said, there are a few challenges to navigate when doing this, which we’ll explore below.

Challenges of Integrating ITIL 4 and Agile

Despite the differences between ITIL 4 and Agile, they share a common goal: delivering customer value. This is the foundation on which the two approaches can work together, leveraging the strengths of both. 

Beyond this, certain aspects of ITIL can be strengthened to fit Agile methodologies. Both emphasise continuous improvement, and Agile’s retrospective practices can be used to identify areas for improvement in IT services. 

Nevertheless, there are a few challenges to navigate when combining the two approaches: 

Cultural Clash

Teams accustomed to ITIL’s structured processes may resist Agile’s greater flexibility. The reverse is also true. To overcome this, it’s crucial to offer training in both approaches and to encourage open communication and collaboration along the way. Appointing people with experience in both worlds to identify and resolve points of friction early can also help to bridge cultural gaps.

Process Overload

In an Agile team, speed and adaptability are key to meeting key business challenges. As such, the perceived rigidity of ITIL can leave teams feeling overwhelmed by new processes. To address this, we’d recommend focusing on introducing only the practices from ITIL that add real value to Agile. There’s no universal answer as to where the balance lies, so some experimentation might be needed.

Governance and Documentation

Agile approaches to software development aim to minimise documentation in favour of deliverable results. On the other hand, ITIL 4 requires a certain level of control. When integrating the two approaches, it’s important to keep documentation and reporting to a minimum, so as not to harm innovation. Automation may help with this.

Managing Bottlenecks

When teams working on Agile and ITIL 4 are out of sync, bottlenecks aren’t far behind. To keep your teams moving in the right direction, promote cross-collaboration and integrated workflows supporting both development and service management, keeping the customer central.

Continuous Improvement

Occasionally, an area that ITIL and Agile share in common can become a barrier to integrating the two approaches. While both approaches support continuous improvement, it’s important to establish a common vision for what “better” looks like using shared KPIs where possible. That way, you ensure both approaches are pulling in the right direction.

Bringing ITIL and Agile Together: Takeaways

While ITIL 4 and Agile might seem like they’re worlds apart, on closer inspection, they actually have a lot in common. When thoughtfully combined, the two approaches can complement each other to a powerful effect. The key to doing this lies in understanding their differences, bridging the cultural gap and adopting practices that add value to your teams and the customer. 

At Zindiak, our mission is to make high-quality, career-transforming education accessible to everyone. We offer flexible, expert-led learning options designed for busy professionals, so whether you're just starting out or looking to deepen your expertise in Agile, ITIL, or both, we’re here to support your journey.

Contact us to learn how we can help your team integrate Agile and ITIL successfully, or browse our courses to start building the skills you need for lasting career growth.