ITIL 4 has the potential to launch a massive shift in the evolution of IT service management. We're used to thinking in terms of a "service lifecycle", but ITIL v4 introduces a service value chain - where activities that create value can be started at any point, by anyone. Let our experts help you sort through the chaos of this intellectual shift. This webinar will give you the insights needed to move away from the linear lifecycle mentality to a more value-based approach within the ITIL 4 framework.

1. Create Value with ITIL 4
Alan Taylor – Principal Product Manager
David Martinez – Product Marketing Manager
Ian Aitchison – Senior Director, Product Management
Kevin J. Smith – Senior Vice President

2. Housekeeping
• All callers on Mute. Please also mute on your side if possible in case there
are any Webex issues
• Enter Questions with using the Q&A feature. We will follow up after broadcast
on questions we don’t answer
• This webinar will be recorded and distributed later with the slide deck
• Audio problems? Try dialing in:
• Call-in toll-free number (US/Canada): 1-877-668-4490
• Call-in toll number (US/Canada): 1-408-792-6300
• Event ID: 805 170 465

3. ITIL v3 and ITIL 4
Source: Axelos

4. What’s new with ITIL 4
ITIL v3 follows a "service lifecycle”
• The term “lifecycle” implies a finite thing that has a beginning, a
middle, and an end
• We’re accustomed to interpreting this as a linear process
ITIL 4 introduces a Service Value Chain
• Activities that create value can be started at any point and by anyone
• Embrace the chaos
• It’s time to transition from a loosely linear, process/lifecycle mindset to
a more flexible “create value wherever you can” mentality

5. ITIL 4 Service Value Chain
Source: Axelos

6. ITIL 4 Service Value Chain Dimensions
Source: Axelos

7. ITIL 4 Guiding Principles
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
automate

8. Key Differences
Many differences, more practices
• Service Lifecycle = Service Value System, with Service Value Chain inside
• Process = Practice
• IT Asset Management is a thing!
• Change Management = Change Control = Change Enablement
• Culture : Co Creation of Value!
• Principles = Agility
• Automation at last!

9. Toolset Verification
• Through the globally recognized PinkVERIFY process, organizations can view
an assessment on how their tool supports ITIL and for which processes
• PinkVERIFY could add practices over time
• Many of the current ITIL v3 processes will not undergo change
• This makes a v3 certification/verify still valid over the next few years

10. Culture Shift
Are We All Becoming Agile Product-Teams
Collaboration
Culture
User/Customer
Experience
Shift Left
Outcomes
Value
Managing Professional – Create, Deliver, Support

11. Ivanti and ITIL 4
• Ivanti Service Manager (ISM) already is well positioned to support ITIL
v4, already being verified in 13 processes for ITIL v3 / v2011
• As new processes are released, Ivanti will work with Pink Elephant to
verify Service Manager for additional processes
• We will be providing further updates in terms of how ISM aligns and
supports ITIL 4

12. Q&A

13. Read the Latest Gartner ITSM Critical Capabilities Report
Get Insights From Gartner
HERE
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