• 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
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
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 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
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.
Key ITIL® 4 Components
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
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Key ITIL® 4 Components
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
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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
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• 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
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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
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Key ITIL® 4 Definitions
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.
Key ITIL® 4 Definitions
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
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Key ITIL® 4 Definitions
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
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Key ITIL® 4 Definitions
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
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Key ITIL® 4 Definitions
Service Relationships
Service relationships are established between two or more organizations to co-
create value
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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
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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?
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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
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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 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
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ITIL® 4 Practices
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.
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
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*Practices covered on the ITIL® 4 Foundation exam (purpose only)
**Practices covered in detail, including how they fit within the SVC
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
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*Practices covered on the ITIL® 4 Foundation exam (purpose only)
**Practices covered in detail, including how they fit within the SVC
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
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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
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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
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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
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ITIL® 4 Certification Scheme
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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
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ITIL® 4 Foundation Syllabus
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ITIL® 4 Foundation Syllabus
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Bob Rice
Thank You!
Bob Rice
Contact me for: • PDF Copy of Today’s presentation
• A copy of the ITIL® 4 Foundation Syllabus