Kill Your ITIL: Why CIOs Are Abandoning Traditional Service Management
InformationWeek, Monday, March 2nd, 2026
As business demands accelerate, rigid IT frameworks increasingly hold organizations back. Here's what's replacing traditional service delivery models and why.
Rigid IT frameworks used to be IT's best way to restore order to chaos. But the traditional ticket-based, request-approval-wait approach doesn't work anymore. Business demands have grown beyond the bounds of ITIL, leaving IT scrambling to catch up.
Unfortunately, catching up is neither sufficient nor desirable. Tickets introduce "wait states," said Ryan Scott, technical editor and developer at consulting firm School Aid Specialists. If a developer waits four hours for a server to be provisioned, that's four hours of value down the drain, he explained.