AN ADAPTIVE APPROACH TO ITIL 4 IMPLEMENTATION TO IMPROVE SERVICE RESILIENCE IN THE DIGITAL AGE

Program Studi Sistem Informasi, Fakultas Teknik Informasi, Universitas Al-Ghifari

Abstract

The rapid evolution of digital technology demands IT services to be more resilient and adaptive. ITIL 4, as an updated IT service management framework, offers flexibility through integration with Agile, DevOps, and continual improvement principles. This study examines how an adaptive approach to implementing ITIL 4 can improve service resilience in dynamic environments. The findings highlight that aligning ITIL 4 practices with organizational needs—rather than applying them rigidly—supports better service continuity, faster response to disruptions, and increased flexibility. Adaptive ITIL 4 implementation significantly contributes to the resilience of IT services by promoting responsiveness, adaptability, and long-term value creation.