ITIL® 4 –What’s In It?

ITIL® 4 – What’s In It?

5 March 2019

Bob Rice

• Why ITIL®?

• ITIL® 4 Introduction

• ITIL® 4 Components

• ITIL® 4 Key Definitions and Concepts

• ITIL® 4 Guiding Principles

• ITIL® 4 Practices

• ITIL® 4 Training and Certification

Agenda

What About Bob?Profile

• Owner/President – Silver Creek Solutions, LLC ([email protected])

• >35 Years of Service Management experience

• Service Management and Lean consultant / mentor / trainer

• Organizational Change Management consultant

• Hewlett-Packard: Tool consultant, T1 – T3 Support, SLM/BRM, Major Problem Manager

Certifications

• ITIL® 4

• ITIL® v3 Expert (all certifications); ISO 20000; ISO 27001; RESILIA Practitioner; Lean IT

Professional Affiliations

• IT Service Management Forum (itSMF)

• HDI (www.thinkhdi.com)

• Project Management Institute (PMI)

• Speaker at itSMF Fusion, itSMF LIGs, and PMI meetings

mailto:[email protected]

WHY ITIL®?

Gartner “2019 CIO Agenda Report”

99% of top performers say IT is very or extremely important to business model change• The rules of digitalization have changed – IT organizations are building capabilities to support consumer

engagement

• Business model change is inevitable - organizations are shifting their focus from what they sell to how they sell.

• The consumer is at the center - deliver a superior experience across the consumer life cycle and manage costs.

• With consumer engagement comes reward — and risk - many public examples this year of the blow brands endure

when they lose consumer trust.

• “The ultimate purpose of the cybersecurity strategy is to establish and maintain the enterprise and its people,

partners, services and things as trustable, resilient participants in the digital economy.”

• A product-centric approach - builds trust across the organization and fosters better engagement between IT and

business stakeholders

• Digital transformation is a rebalancing act - hinges on sound IT, combining new, disruptive technologies like AI with a

rebalancing of existing infrastructure.

https://www.gartner.com/en/information-technology/trends/cio-agenda

https://www.gartner.com/en/information-technology/trends/cio-agenda

IT Challenges

Support rapid change Security Performance

Improve availability

IT Value Agile

Deliverservices

P&L contribution

Increase business relevanceMobility

Distributed systems

Outsourcing

DevOps

Digital Transformation

Reduce complexity

Drive

costs

down

Improve

quality

of

service

What Business Managers See

• IT Limits Business Managers' Authority

• They're Missing Adult Supervision

• They're Financial Extortionists

• Their Projects Never End

• The Help Desk is Helpless

• They Let Outsourcers Run Amok

• IT is Stocked with Out-of-Date Geeks

• IT Never Has Good News

8 Things We Hate About IT

ITIL® 4 INTRODUCTION

ITIL® 4 Drivers

ITIL® 4 addresses IT Service Management in the Modern World:

– Services comprise the largest and most dynamic component of both

developed and developing economies1

– Services are the main way that organizations create value for themselves

and their customers

– Almost all services today are IT-enabled

– Leading to the importance of creating and improving IT service

management capability.

1https://www.wto.org/english/tratop_e/serv_e/serv_e.htm

Why ITIL® 4?

• ITIL® was due for an update

– 12 years since ITIL® v3 was first published

– ITIL® v3 misunderstandings (Org Structures, Customer Alignment, etc.)

– Modernization – bringing ITIL® into the digital era

• Other complementary best practices have been updated or published

– Project Management

– DevOps

– COBIT

– VeriSM®

• Advertised by AXELOS as “The Fourth Industrial Revolution”

What is the Same?

• Leverages ITIL® v3 concepts

• ITIL® Guiding Principles (ITIL® v3 Practitioner)

• Focus on Services and Service Value

• Utility and Warranty

• Key ideas, such as services, customer, user, stakeholders, value, service

providers, etc.

• Focus on Continual Improvement

What is Different?

• Increased focus on the customer and value co-creation

• The concept of Service Lifecycles is embedded, but not a focus

• Includes concepts from Lean IT, Agile, and DevOps

• Less process (practice) focused – no flow charts at the Foundation level

• More simplified approach

• ITIL® 4 Foundation uses a story and examples to demonstrate concepts

• Service consumer definition

ITIL® 4 COMPONENTS

Key ITIL® 4 Components

The ITIL service value system (SVS)

• How the various components and activities of the organization work together to facilitate value

• Operating model for the creation, delivery, and continual improvement of services

InputsOutputs (Objectives and Value for

Customers and Stakeholders)

System ElementsCopyright © AXELOS Limited 2018.AXELOS®, ITIL® and swirl logo are registered trade marks of AXELOS Limited.Reproduction of this material requires the permission of AXELOS Limited.All rights reserved.


The ITIL service value system

• Guiding principles – Guide an organization in all

circumstances

• Governance – Direction and Control

• Service value chain – Interconnected activities

performed to deliver a valuable product or service

• Practices – Organizational resources designed for

performing work or accomplishing an objective

(previously known as processes in ITIL® v3)

• Continual improvement – Recurring

organizational activity to ensure that performance

continually meets stakeholders’ expectations

Copyright © AXELOS Limited 2018.AXELOS®, ITIL® and swirl logo are registered trade marks of AXELOS Limited.Reproduction of this material requires the permission of AXELOS Limited.All rights reserved.


The ITIL Four Dimensions Model

• Relevant to, and impacts all elements of the

SVS

• Holistic approach to service management

• Critical to value creation

• The Four Dimensions:

– Organizations and people

– Information and technology

– Partners and suppliers

– Value streams and processes


What ITIL® v3 concept does this

sound like?

ITIL® 4 Service Value Chain

The Service Value Chain – An operating model which outlines the key activities

required to respond to demand and facilitate value realization


• Replaces the ITIL® v3 Service Lifecycle

• Supports Agile ITSM

• Value chain activities use different

combinations of ITIL® practices

• Value chain activities do not have to

happen in a particular order

ITIL® 4 Service Value Chain

The Service Value Chain

Plan – ensure a shared understanding of the vision, current status

and improvement direction

Improve – ensure continual improvement of products, services, and

practices across all value chain activities

Engage – provide a good understanding of stakeholder needs,

transparency, and continual engagement and good relationships

with all stakeholders

Design and Transition – ensure that products and services

continually meet stakeholder expectations for quality, costs, and time

to market

Obtain/Build – ensure that service components are available when

and where they are needed, and meet agreed specifications

Deliver and Support – ensure that services are delivered and

supported according to agreed specifications and stakeholders’

expectations


ITIL® 4 KEY DEFINITIONS AND

CONCEPTS

Key ITIL® 4 Definitions

Service

A means of enabling value co-creation by facilitating outcomes that customers want

to achieve, without the customer having to manage specific costs and risks

– Services are based on one or more products

– Products are configurations of resources designed to offer value (e.g. people,

information and technology, value streams and processes, and suppliers and partners)

ITIL® v3 Definition of a Service: A means of delivering value to customers by facilitation

outcomes customers want to achieve, without the ownership of specific costs and risks



Value

• The perceived benefits, usefulness, and importance of something

• Value is co-created

• ITIL® v3 perception (common mis-interpretations:

– Value delivered to their customers in much the same way that a package is delivered

to an address

– The relationship between the service provider and the service consumer often mono-

directional and distant

– The consumer plays no role in the creation of value for themselves

– Does not consider the highly complex and interdependent service relationshipsCopyright © AXELOS Limited 2018.AXELOS®, ITIL® and swirl logo are registered trade marks of AXELOS Limited.Reproduction of this material requires the permission of AXELOS Limited.All rights reserved.


Cost and Risks

• Cost – The amount of money spent

• Risk – A possible event that could cause

harm or loss; uncertainty of outcome

• Consumer must consider costs and risks:

– Removed

– Imposed



Service consumers

• When receiving services, an organization takes on the role of the service

consumer

• Includes:

– Customer – A person who defines the requirements for a service and takes

responsibility for the outcomes of service consumption

– User – A person who uses services

– Sponsor – A person who authorizes budget for service consumption



Service offering

One or more services, designed to address the needs of a target consumer group

• May include goods, access to resources, and service actions

– Goods – Supplied to the consumer; Ownership is transferred to the consumer;

Consumer takes responsibility for future use

– Access to resources – Ownership is not transferred; Access is granted or licensed ;

consumer can only access the resources during the agreed consumption period with

agreed service terms

– Service actions – Performed by the service provider to address a consumer’s needs;

Performed according to an agreement with the consumer



Service Relationships

Service relationships are established between two or more organizations to co-

create value


Service provision – Activities performed by an

organization to provide services

Service consumption – Activities performed by an

organization to consume services

Service relationship management – Joint activities

performed by a service provider and a service

consumer to ensure continual value co-creation

ITIL® 4 Value Streams

Value Streams

• A concept from Lean IT

• More than just process mapping

• How the various parts of the organization work in an integrated and

coordinated way (Lean IT flow)

• Service value streams are specific combinations of activities and practices, and

each one is designed for a particular scenario (e.g. incident resolution)

• Value streams should be subject to continual improvement


ITIL® 4 Continual Improvement

The ITIL® Continual Improvement Model

• A structured approach to implementing

improvements

• Applies to the SVS in its entirety

• Applies to products, services, service

components, and relationships

What’s different

from ITIL® v3?


ITIL® 4 GUIDING PRINCIPLES

ITIL® 4 Guiding Principles

ITIL® Guiding Principles

Based on Agile Methodology and Lean IT Concepts

– Focus on value

– Start where you are

– Progress iteratively with feedback

– Collaborate and promote visibility

– Think and work holistically

– Keep it simple and practical

– Optimize and automateCopyright © AXELOS Limited 2018.AXELOS®, ITIL® and swirl logo are registered trade marks of AXELOS Limited.Reproduction of this material requires the permission of AXELOS Limited.All rights reserved.

ITIL® 4 Guiding Principles

Agile and ITIL® Guiding Principles


Agile Manifesto ITIL® Guiding Principles

Individuals and interactions over

processes and tools• Keep it simple and practical

• Start where you are

Working software over comprehensive

documentation• Focus on value

• Think and work holistically

Customer collaboration over contract

negotiation• Focus on value

• Collaborate and promote visibility

Responding to change over following a

plan• Progress iteratively with feedback

• Keep it simple and practical

ITIL® 4 PRACTICESNO LONGER PROCESSES

ITIL® 4 Practices

ITIL® Management Practices• A set of organizational resources designed for performing work or

accomplishing an objective, including:

– General management practices – adopted and adapted from general business

management domains (14 Practices)

– Service management practices – developed in service management and ITSM

industries (17 Practices)

– Technical management practices – adapted from technology management domains,

shifting focus from technology solutions to IT services (3 Practices)

• 34 Practices total

• Encompasses the processes and functions from ITIL® v3Copyright © AXELOS Limited 2018.AXELOS®, ITIL® and swirl logo are registered trade marks of AXELOS Limited.Reproduction of this material requires the permission of AXELOS Limited.All rights reserved.

ITIL® 4 Practices

ITIL® Management Practices

• Expands “processes” to include elements such as culture, technology,

information and data management

• Helps ensure a holistic vision of the ways of working

• Practices share the same value and importance as ITIL v3 processes but follow a

more holistic approach


ITIL® 4 Practices


General Management Practices

✓ Architecture management

✓ Continual improvement**

✓ Information security management*

✓ Knowledge management

✓ Measurement and reporting

✓ Organizational change management

✓ Portfolio management

✓ Project management

✓ Relationship management*

✓ Risk management

✓ Service financial management

✓ Strategy management

✓ Supplier management*

✓ Workforce and talent management

*Practices covered on the ITIL® 4 Foundation exam (purpose only)

**Practices covered in detail, including how they fit within the SVC

ITIL® 4 Practices




Service Management Practices

✓ Availability management*

✓ Business analysis

✓ Capacity and performance management*

✓ Change control**

✓ Incident management**

✓ IT asset management*

✓ Monitoring and event management*

✓ Problem management**

✓ Release management*

✓ Service catalog management

✓ Service configuration management*

✓ Service continuity management*

✓ Service design

✓ Service desk**

✓ Service level management**

✓ Service request management**

✓ Service validation and testing

ITIL® 4 Practices




Technical Management Practices

✓ Deployment management*

✓ Infrastructure and platform management

✓ Software development and management

ITIL® 4 Practice Heat Maps

Heat maps describe the level of activity each practice has in the parts of the ITIL®

Service Value Chain


Heat Map for incident management Heat Map for relationship management

ITIL® 4 Practices

Problem management practice

• Mostly the same as ITIL® v3 with some ITIL® v2– Problem identification activities identify and log problems, including trend analysis, detection of

duplicate and recurring issues, identifying a risk that an incident could recur, proactive problem

identification

– Problem control includes problem analysis, and documenting workarounds and known errors

– Error control manages known errors; also includes identification of potential permanent solutions

which may result in a change request for implementation of a solution


ITIL® 4 Practices

Change control practice

The purpose of the change control practice is to:

– Maximize the number of successful IT changes

– Ensuring that risks have been properly assessed

– Authorizing changes to proceed

– Managing the change schedule

Balance the need to make beneficial changes with the need to protect customers

and users from the adverse effect of changes

ITIL® v3: The purpose of the change management process is to control the lifecycle of all

changes, enabling beneficial changes to be made with minimum disruption to IT services


ITIL® 4 Practices

Software development and management practice

Purpose: ensure that applications meet internal and external stakeholder needs, in terms of

functionality, reliability, maintainability, compliance, and auditability, including activities such as:

– Solution architecture

– Solution design (user interface, CX, service design, etc.)

– Software development

– Software testing

– Management of code repositories or libraries to maintain integrity of artefacts

– Deployment package creation

– Version control, sharing, and ongoing management of smaller blocks of code


ITIL® 4 TRAINING AND

CERTIFICATION

ITIL® 4 Certification Scheme


Similar to:

• ITIL® V2

Certifications

• Lean IT

Certifications

ITIL® 4 Training

• ITIL® 4 Train-the-Trainer events began in October 2018

• ITIL® 4 Foundation training commenced in February 2019

• ITIL® 4 released on 28 February 2019

• There is no ITIL® 4 Foundation Bridge exam

• Some training vendors are providing ITIL® 4 Foundation Bridge classes

• The ITIL® 4 Foundation Syllabus requires only 2 days of class


ITIL® 4 Foundation Syllabus


Questions and Answers

Bob Rice

[email protected]

Thank You!

Bob Rice

[email protected]

Contact me for: • PDF Copy of Today’s presentation

• A copy of the ITIL® 4 Foundation Syllabus



ITIL® 4 –What’s In It?

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