ITIL History ITIL Transition from V3 to V4 Key Concept of ITSM ITIL Dimensions and Principles Service Value System (SVS) ITIL Practices ITIL Certification Schema

1. ITIL
V4

2. Agenda
• ITIL History
• ITIL Transition from V3 to V4
• Key Concept of ITSM
• ITIL Dimensions and Principles
• Service Value System (SVS)
• ITIL Practices
• ITIL Certification Schema

3. The top benefits of ITIL
• Stronger alignment between IT and the
business
• Improved service delivery and customer
satisfaction
• Reduced costs through improved
utilization of resources
• Greater visibility of IT costs and assets

4. The top benefits of ITIL
• Better management of business risk
and service disruption or failure
• More stable service environment to
support constant business change

5. ITIL History

8. ITIL History
ITIL
V1
ITIL
V3
ITIL
V2
ITIL
V4
1989
30 Volumes
2007
2011
Life Cycle
2000
SD / SS
Feb
2019

9. ITIL - V1 ITIL soon grew to a 30-volume strong catalogue that
recommended and provided IT best practices that focused
on and catered for client and business needs.
1989 - The beginning
ITIL
V1
1989
30 Volumes

10. ITIL
V1
The new version was focused on making ITIL more accessible to
the masses and arranged the 30-volume framework into nine
related categories. ( Service Delivery and Service Support )
2000 – ITIL V2 released
ITIL
V2
2000
SD / SS
ITIL – V2

11. ITIL v3 condensed 26 processes and functions into just 5
volumes, and, upon launch, acquired the name ITIL Refresh
Project, In 2011, AXELOS released a revision of ITIL that
resolved errors and inconsistencies with V3.
2007 / 2011 Life Cycle
ITIL
V3
2007
2011
Life Cycle
ITIL
V1
ITIL
V2
ITIL – V3

12. The current version of ITIL launched in 2019. V4 has more
practical guidance on how to use ITIL, particularly in collaborative
environments. This makes it easier for organizations to align ITIL
with DevOps, Agile, and Lean work methods.
2019 - Holistic Towards Service Management
ITIL
V4
Feb
2019
ITIL
V1
ITIL
V2
ITIL
V3
ITIL – V4

13. ITIL Transition
from V3 to V4

14. Difference between
ITIL v3 & ITIL4

15. SLC
Replace
with SVS
ITIL v3
processes
are now
ITIL 4
practices
focus on
the “co-
creation of
value
Nine
principles
are now
seven
4 Ps are
now the 4
dimensions

16. Key Concept
of ITSM

17. Key Concept of ITSM
• Services and service management
• Creating value with services
• Service relationships

18. Services and Service
Management
• Service and Service management
• Utility and Warranty
• Customer, User, Sponsor

19. Service and Service management
• Service
– Means of enabling value co-creation by facilitating
outcomes customers want to achieve, without the
customer having to manage specific costs and risks.
• Service management
– A set of specialized organizational capabilities for
enabling value for customers in the form of services.

20. Utility and Warranty
• Utility
– The functionality offered by service to meet a need
– What the service does, ‘fit for purpose
• Warranty
– Assurance that a service will meet agreed requirements
– How the service performs, ‘fit for use’

21. Utility and Warranty
UTILITY
WARRANTY
T/F
T/F
Fit for
purpose?
Fit for
use?
OR
AND
Available enough?
Capacity enough?
T: True
F:False
AND VALUE
CREATED?
Continuous enough?
Secure enough?
Performance supported?
Constraints removed?

22. Customer, User, Sponsor
• Customer
– Person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
• User
– Person who uses services
• Sponsor
– Person who authorizes budget for service consumption;
also, an person/organization giving financial/other support
for an initiative.

23. Creating value with services
• Value
• Outcomes and Outputs
• Costs and Risks
• Organization

24. Value
Service Provider
Role performed by an
organization in a service
relationship to provide
services.
Service Consumer
Role performed by an
organization in a
service relationship to
consume services.
Value
Perceived benefits,
usefulness and
importance of
something.

25. Outcomes and
Outputs
Output
Tangible or intangible
deliverable of an activity.
Outcome
Result for a stakeholder enabled
by one or more outputs.

26. Costs and Risks
Cost
Amount of money spent on a specific
activity or resource.
Risk
Possible event that could cause harm or loss
or make it more difficult to achieve
objectives; also can be defined as
uncertainty of outcome and used in the
context of measuring the probability of
positive as well as negative outcomes.

27. Service Relationships
• Service Offering
• Service Relationship Management
• Service Provision
• Service Consumption

28. Service Offering
Service offering
Description of one or more
services, designed to address the
needs of a target group; may
include goods, access to resources,
and service actions
Service
Service relationship
Service offering
Goods Access to resources Service actions
Product
Resources
Service

29. Service Relationship
Management
Service
Service relationship
Service offering
Goods Access to resources Service actions
Product
Resources
Service
Service relationship
Cooperation between a service
provider and consumer, including
service provision, consumption, and
service relationship management.
Service relationship management
Joint activities performed by a service
provider and consumer to ensure
continual value co-creation based on
agreed and available service offerings.

30. Service Provision
Service
Service relationship
Service offering
Goods Access to resources Service actions
Product
Resources
Service
Service provision
Activities performed by an organization to
provide services, including management
of resources configured to
deliver the service, user access to the
resources, fulfilment of agreed service
actions, management of service
performance and continual improvement;
may include supply of goods.

31. Service Consumption
Service
Service relationship
Service offering
Goods Access to resources Service actions
Product
Resources
Service
Service consumption
Activities performed by an
organization to consume services,
including management of the
consumer’s resources needed to use
the service, service use actions
performed by users; may include
receiving (acquiring) of goods.

32. ITIL
Dimensions
and Principles

33. Dimensions

34. PESTLE Factors
Political Economic Social
Technological Legal Environmental

35. SVS and SVC

36. SVS
Services Value system
Model of how all of an
organization’s components
and activities work together to
facilitate value creation.

37. Guiding principles

38. Governance
Governance
Monitor
Direct
Evaluate
Governance
Means by which an
organization is directed
and controlled.

39. SVU
Service Value Chain (SVC)
Operating model for service
providers that covers all key
activities required to effectively
manage products and services.

40. Practices

41. ITIL
Practices

42. Practices
General
Architecture management
Architect 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
General management practices (14)
Availability management
Business analysis
Capacity and performance
management
Change control
Incident management
IT asset management
Monitoring and event management
Problem management
Release management
Service catalogue management
Service configuration management
Service continuity management
Service design
Service desk
Service level management
Service request management
Service validation and testing
Service management practices (17)
Deployment management
Infrastructure and
platform
management
Software development
and
Management
Technical management
practices (3)
Bolded practices are
practices ITIL 4
includes at the
Foundation level;
highlighted practices
are those roughly
equivalent to ITIL v3
processes or functions.

43. ITIL V4
Certification
Scheme

44. ITIL V4
Certification Scheme
ITIL Master
MP Transition ITIL Managing Professional (MP)
ITIL Specialist
Create, Deliver &
Support
ITIL Specialist
Drive
Stakeholder
Value
ITIL Specialist
High Velocity
IT
ITIL Strategist
Direct, Plan &
Improve
ITIL Strategic Leader (SL)
ITIL Strategist
Direct, Plan &
Improve
ITIL Leader Digital
& IT Strategy
ITIL Foundation
5
2 2 2 3 3 4
1