The document discusses the need for organizations to adopt best practice frameworks to address increasing business challenges. It argues that no single framework provides a perfect solution and that organizations need to adopt practices from multiple frameworks like Lean, Agile, DevOps, and ITIL while focusing on value and continual improvement. ITIL 4 is highlighted as an updated framework that incorporates systems thinking and value co-creation. Guiding principles from each approach are examined to help integrate techniques while addressing organizational culture. The presentation concludes by emphasizing the importance of adopting and adapting multiple frameworks to optimize work across functions through the lens of the customer's value.

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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