How does ITIL 4 suggest balancing standardization and flexibility?

ITIL 4 emphasizes the importance of both standardization and flexibility in service management. The correct approach is to create standardized practices that can be tailored to fit specific service requirements. This means having a solid framework or set of guidelines that helps ensure consistency and efficiency across services while allowing for adaptations to meet the unique needs of different circumstances or environments.

Standardization within ITIL helps organizations maintain a level of quality and ensures that best practices are applied uniformly. However, strict adherence to rules or eliminating standardization entirely can lead to rigidity or chaos, respectively. By allowing practices to be tailored, ITIL acknowledges that not every situation is the same, and providing flexibility enables organizations to respond effectively to varied demands or changes in context, enhancing both service quality and customer satisfaction.