Purpose: In recent years, the dynamism of society and the different economic sectors have been forced to change due to the emergence of new technologies, such as Industry 4.0. Therefore, the purpose of this paper is to identify the level of incorporation of elements and technologies of Industry 4.0 through the innovation capabilities in the Information and Communication Technology (ICT) sector. Design/methodology/approach: We characterised the ICT sector in Medellín, Colombia, and applied a questionnaire to a specific subset of Information Technology Service Management (ITSM) firms. Findings: One of the main results suggests that although ITSM firms are not unaware of some elements of Industry 4.0, these technologies are not fully incorporated into their activities. Therefore, these organisations must make greater efforts to develop and incorporate the technologies of Industry 4.0. Originality/value: This paper shows the need for firms in the ICT sector to strengthen their resource allocation and strategic planning capabilities.