ITIL 4 Alignment

2. Agenda
• Start with Why
• What Are Best Practice Frameworks, and Why Do We Need Them?
• Best Practices Defined
• Lean, Agile, DevOps and ITSM/ITIL 4
• The Increasing Challenges - addressed by Utilizing Multiple Frameworks
• Guiding Principles to address Culture
• Lean Values
• Agile Manifesto
• DevOps – CALMS and The Three Ways
• ITIL 4 Guiding Principles
• The New Operating Model: Continual Improvement with Value Streams
• Why ITIL 4?
• ITIL 4 Service Value System and Service Value Chain
• Value Stream Mapping
• CI Approach
• Summary
• Q&A
Note: Diagrams and Text courtesy of ITSM Academy and/or Axelos unless otherwise referenced
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3. The More You Know
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4. Start with Why
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5. What Is a Best Practice, and Why Do We Need Them?
Definition (courtesy of businessdictionary.com):
• A method or technique that has consistently shown results
superior to those achieved with other means, and that is used as
a benchmark. See also best in class and leading practice.
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6. Best Practices/Frameworks
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• Lean – a production philosophy that focuses on creating and managing the flow
of value from start to finish – from concept to launch, from order to delivery,
from need to fulfillment.
• Agile – a collection of software development methodologies in which
requirements and solutions evolve through collaboration between self-
organizing, cross functional teams in order to deliver working software in
smaller and more frequent increments.
• DevOps – a cultural and professional movement that stresses communication,
collaboration, and integration between software developers and IT operations
professionals while automating the process of software delivery and
infrastructure changes
• IT Service Management – a set of specialized organizational capabilities for
providing value to customers in the form of IT services
• ITIL is the preeminent best practice framework for ITSM
• ITIL 4 was released on February 28, 2019

7. The Increasing Business/IT Challenges
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8. How to Address Those Challenges
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• No single best practice framework is “perfect” – no silver bullet
• Need to avoid local optimization - organizations improve in vertical
functions but are not optimized horizontally end to end
• What about the customer?
• Continuous Delivery/Deployment?
• Feedback Loops
• The Answer:
• Adopt and Adapt practices from multiple frameworks, with focus on value
• Requires Transformational Leadership - Vision, Top Down Support, and
Outside-In Perspective
• Address Culture via Guiding Principles
• Strong emphasis on Continual Improvement
• Systems Thinking – integrate horizontally across value streams

9. Guiding Principles
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• “Principles are underlying truths that don’t change over time…” –
Mary Poppendieck, co-author of Lean Software Development
• A guiding principle is a recommendation that guides an organization
in all circumstances
• Guides organizations to adopt a service oriented approach into their culture
• Adapt best practice guidance to their own specific needs and circumstances
• Allow organizations to integrate the use of multiple methods into an
overall approach to managing services and delivering value

10. Lean Guiding Principles
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11. Agile Guiding Principles
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12. DevOps Values
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13. DevOps – The Three Ways
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14. ITIL 4 Guiding Principles
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15. Why ITIL 4?
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16. Why ITIL 4?
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17. The Focus of ITIL 4
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• Value Co-Creation – no longer a mono-directional flow between
service provider and consumer
• Service defined by VOCR – Value, Outcomes, Costs, and Risks

18. Anatomy of a Service
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19. Service Value System
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20. Service Value Chain
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21. Value Stream Mapping
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22. Service Value Chain
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23. The Four Dimensions
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• Evolution of PPT (People, Process, and Technology) and 4 P’s of ITSM
• Encourage systems thinking and represent all of the various perspectives that
must be considered

24. ITIL 4 Continual Improvement Model
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25. Summary
• Best Practice Frameworks provide solid and useful guidance, but you must:
• Adopt and Adapt (Lean AND Agile AND DevOps AND ITIL 4)
• Allow your Teams to Innovate
• Continually Improve – Alignment to Changing Business Conditions
• Best Practices are NOT a Silver Bullet, and are NOT just about tools and technology
• CULTURE (Organizations and People) is the most important aspect
• Focus on Value from the Customer’s Perspective
• Value Co-Creation and VOCR
• Use best practices and guiding principles to break down silos – optimize the flow of work
across organizations, functions and processes
• ITIL 4 is a game changer for Service Management– creates a unifying operating model that
incorporates systems thinking and continual improvement
• This is WHY integrating multiple Best Practice Frameworks improves your opportunities for success!
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Consulting Service Offerings
• I Train IT Leaders provides strategic consulting services for not
only IT organizations, but broader business customers as well.
Expertise in providing executive coaching with items including:
• Strategy Design and Architecture
• Vision to Measurements
• Continual Improvement
• Agile Service Management
• DevOps Leadership
• Metrics establishment, maturity, and evolution

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Training Service Offerings
• ITIL 4 Foundation – June/July Public Class
• ITIL Practitioner
• ITIL 4 Executive Overview
• DevOps Executive Overview
• DevOps Foundation
• Certified Agile Process Owner
• Certified Agile Service Manager
• Certified Process Design Engineer
Coming soon in 2019:
• Value Stream Mapping
• DevOps Leader

28. Q&A
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