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@bloreboy
THE FUTURE IS
BUILT ON ITIL
itSMF UK 18
Akshay Anand
ITSM Product Ambassador
AXELOS
November 2018
@bloreboy
WHAT IS THE VALUE OF ITIL?
@bloreboy
@bloreboy
WHAT ARE COMMON ITSM “ANTI-PATTERNS”?
@bloreboy
@bloreboy
THE FUTURE
IS BUILT ON
ITIL
www.built-on-itil.com
@bloreboy
@bloreboy
www.built-on-itil.com
@bloreboy
THE DIGITAL SERVICE ECONOMY
@bloreboy
www.built-on-itil.comwww.built-on-itil.com
@bloreboy
VALUE IS CO-CREATED, NOT DELIVERED
@bloreboy
FROM PROCESS TO
......
www.built-on-itil.com
@bloreboy
@bloreboy
www.built-on-itil.com
@bloreboy
@bloreboy
A way of working, or a way in
which work must be done
www.built-on-itil.com
@bloreboy
@bloreboy
ITIL calls this a …
PRACTICE
[ˈpraktɪs]
www.built-on-itil.com
@bloreboy
@bloreboy
www.built-on-itil.com
Roles
Skills
Culture
Process
Technology
Information
SuppliersOrganisation
@bloreboy
@bloreboy
www.built-on-itil.com
@bloreboy
PRACTICES EVOLVE OVER TIME
@bloreboy
www.built-on-itil.com
@bloreboy
WEALTH OF SUPPLEMENTARY MATERIALS
@bloreboy
THE GUIDING
PRINCIPLES
www.built-on-itil.com
@bloreboy
@bloreboy
www.built-on-itil.com
INTRODUCED IN
2016
ITIL PRACTITIONER
@bloreboy
@bloreboy
GUIDING PRINCIPLES CAN BE APPLIED
IMMEDIATELY
www.built-on-itil.com
@bloreboy
@bloreboy
CULTURE OF SUCCESS
www.built-on-itil.com
@bloreboy
@bloreboy
THE GUIDING
PRINCIPLES
THE “HEART” OF ITIL
www.built-on-itil.com
@bloreboy
@bloreboy
NEW
CERTIFICATION
STUCTURE
www.built-on-itil.com
@bloreboy
@bloreboy
ITIL 4 CONTENT & CERTIFICATION
www.built-on-itil.com
@bloreboy
OCT-DEC 18
18 FACE-TO-FACE SESSIONS
6 COUNTRIES
360 TRAINERS
+ ONLINE SESSIONS
ITIL 4 FOUNDATION TRAIN-THE-TRAINER
www.built-on-itil.com
@bloreboy
www.built-on-itil.com
ITIL 4 FOUNDATION BOOK AVAILABLE
MID-FEBRUARY 2019
ITIL 4 FOUNDATION EXAMS AVAILABLE
END-FEBRUARY 2019
@bloreboy
www.built-on-itil.com
@bloreboy
www.built-on-itil.com
@bloreboy
KEY TAKEWAYS
www.built-on-itil.com
ITIL 4 IS AN EVOLUTION OF ITSM BEST PRACTICE
THE GUIDING PRINCIPLES ARE AT THE HEART OF ITIL 4
ITIL 4 FOUNDATION GOES LIVE ON FEBRUARY 28TH, 2019

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Akshay Anand: The Future is Built on ITIL – Get Ready for ITIL 4

Editor's Notes

  1. Title to be defined
  2. I am an enthusiastic killer of plants, otherwise known as an amateur gardener. In my garden, I have a pergola: an arched structure consisting of a framework covered with climbing or trailing plants. This framework is used to hold pins and wires and other bits of scaffolding that I train and guide my flowering creepers and plants. ITIL is that underlying framework that defines the “pleasing shape” or vision that the organisation is trying to realise. Upon this foundation, other methods and tools such as DevOps and Agile can be used as “scaffolding” to create a direction to guide the products and services that the organisation provides.
  3. The first commonly seen anti-pattern is the watermelon SLA – it’s green on the outside but red on the inside. These are due to a misalignment between the service provider’s outputs (which may be formally and rigidly described in a contract) and the outcomes the consumer wants to achieve. Sometimes, its due to a failure to recognise evolving needs and capabilities on both sides. The second anti-pattern is a join-the-dots ITIL “implementation” approach. ITIL shouldn’t be implemented – it should be adapted and adopted. It should be continually improved. IT Service Management is a journey, not a destination. We see many organisations offering “ITIL in a box” that meets the needs to organisations strapped for time and money, and so now there is an expectation that ITIL can be “implemented” Thirdly, the endless maturity improvement programme. Sometimes, what the organisation needs is more consistency from IT – consistent delivery to cost, scope, quality, and time. Too often, IT responds with “maturity improvement programmes” which often end up becoming vanity programmes, allowing people to boast they moved from Level 2 to Level 3. Oh, and let’s not forget that one person in the room who says “but we are better than Level 2, but not quite at Level 3. Can we say we are at level 2.5?” The last anti-pattern that I’d like to highlight is the fallacy of the silver bullet, the one framework that has all the answers, that is applicable to all types of IT work. The reality is a lot messier. There are many frameworks and methods that have a niche domain that they emerged from, like software development or supplier management. They can certain be extended out of their sweet spot, but then they start running into trouble. It is better for organisations to have a holistic approach and then tailor specific frameworks and methods to fit that approach.
  4. And how is ITIL addressing these moving forward?
  5. The world we work in is moving towards what the press calls the “digital service economy”. App-ification, gamification, greater reliance on technology to manage risks … but also changing relationships and ways of working on both the provider and supplier organisation.
  6. With ITIL 4, we are evolving the language and mindset by talking more about – and framing discussions – the co-creation of value. The service providers deliver products and services that consumers use. Value is co-created by that interactions.
  7. I’d also like to talk about another evolution in ITIL 4 – expanding the scope of the guidance from processes to something more
  8. Prior iterations of ITIL have a lot of good guidance, and not all of it was about processes. However, most people came away with the understand that ITIL is a process framework. We want to change this perception. We recognise that to succeed in the digital service economy, organisations need a more holistic approach
  9. What organisations need is guidance on ways of working, or how work should be done. And that’s more than just the steps in a process flow.
  10. ITIL already has a label for this: Practice. And so by taking a Practice-based approach, we find we are able to write about a lot more than just Processes.
  11. Sure, we still want to talk about processes, roles & responsibilities, RACIs, and so on. But by “going up a level”, we can also be consistent in describing other considerations, such as skills and culture, management structures, technology, tools & information assets, the use of partners and suppliers, and so on.
  12. And focusing on the Practice – on the goal or objective of this enterprise capability – we are able to evolve them over time, as technologies come and go, as society or laws & regulation change.
  13. And we plan to use the Practices model to structure more supplementary materials – papers, blog posts, and more.
  14. The last feature of ITIL 4 I’d like to highlight are the Guiding Principles
  15. The Guiding Principles were introduced in 2016 in ITIL Practitioner. They are recommendations on how to approach IT work. Recommendations like Focus on Value, Progress Iteratively, Design for experience. They were very well received by users and organisations.
  16. One of the pieces of feedback we’ve consistently received about the Guiding Principles is that they can be applied immediately – literally the next day learners are at work. They are practical and useful and drive demonstrable changes in the organisation.
  17. And what we’ve observed is service management organisations now using these guiding principles at all levels of encourage a “culture for success”. But we think they can be more than that. As well as influencing culture, they can be used to influence how organisations plan, design, deliver, and operate services. It’s not limited to how they manage the service.
  18. And so we’ve brought the Guiding Principles into ITIL 4 – at the Foundation level, so that everyone in the world of IT Service Management, everyone embarking on their learning journey, will learn about the Guiding Principles are the outset.
  19. We’ve shared the ITIL 4 certification structure in the past, and I’d like to address a few questions that have come our way since then.
  20. For those of you who might not have seen this new certification structure yet, here it is. At the start of the learning journey, we have Foundation. Once you’ve crossed Foundation, we have 2 tracks – the specialist track, which has 4 modules, and the leadership track, which has 2 modules. One module is common to both tracks (highlighted in the dark blue box), so at the next level of qualification, we have 5 modules in total. Completing all the modules in each track gives you a designation (highlighted in the light blue box). We also plan to release one Transition module for current learners with 17 points (those who are about to take MALC) or 22 points (ITIL Experts). That Transition module will confer the ITIL 4 designation of ITIL Managing Professional. So, we encourage learners on the v3 journey toward ITIL Expert to continue that journey and achieve 17 points or credits which would make them eligible to take the Transition course. Of course, if you still need MALC to address a business problem, by all means please take the course! Lastly, someone who has both designations can consider becoming an ITIL Master.
  21. We’ve been hard at work this quarter marking sure that trainers around the world are being trained to deliver the English language course in Q1 next year. We’ve had 18 face-to-face sessions with 360 trainers around the world, as well as uploading a series of videos to our Global Partner Portal, to walk other trainers through the same material
  22. And so, it gives me great pleasure to let everyone know that the ITIL 4 Foundation book will be available to purchase from mid February, and that the exams will be available at the end of February. I can’t wait to show the world what we’ve been working on. And of course, we’re continuing to work on the other modules and content. So if you’re interested in being part of the journey – writing, testing, reviewing … or contributing a great case study, blog post or paper highlighting the great work you’ve done … or helping out with exam development, please get in touch. Come by to the Axelos booth to talk to me or my colleagues about how you can be part of this initiative.
  23. Before I leave, I’d like to share a short video. Thank you for taking the time to listen to me today, and I look forward to speaking to all of you soon.