Whats new in ITIL4?
•
5 likes•328 views
The document discusses how ITIL needed to evolve from being too rigid, creating silos, slowing down change, and not being value-driven. ITIL 4 addresses these issues by taking a holistic approach focused on value and the customer experience. It shifts from processes to practices, is less prescriptive, and more integrated with business. ITIL 4 certification will involve modules and exams at the Foundation, Specialist, Strategist, and Leader levels starting in 2019.
More Related Content
What's hot
What's hot (20)
Similar to Whats new in ITIL4?
Similar to Whats new in ITIL4? (20)
Recently uploaded
Recently uploaded (20)
Whats new in ITIL4?
- 1. Sundeep Singh Digital Service Manager
- 2. Pop Quiz
- 4. Why ITIL needed to evolve
- 5. rigid
- 7. rigid creates silos slows down change
- 8. rigid creates silos slows down change process not value driven
- 9. rigid creates silos slows down change process not value driven bureaucratic
- 10. rigid creates silos slows down change process not value driven bureaucratic documentation heavy
- 11. rigid creates silos slows down change process not value driven bureaucratic documentation heavy them and us culture
- 12. Implemented not adopted ! Rules not guidance !
- 14. ITIL 4
- 15. What is a Service?
- 16. A means of delivering value to customers by facilitating outcomes customers want to achieve, without ownership of specific costs and risk
- 17. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- 19. What’s changed
- 20. Four P’s to Four Dimensions
- 21. Holistic approach to value with the Service Value System
- 23. Seven Guiding Principles 1. Start where you are 1. Keep it simple and practical 1. Optimise and automate 1. Progress iteratively with feedback 1. Collaborate and promote visibility 1. Focus on value
- 24. Governance Alignment of IT Governance System Business play role in governing SVS Prioritisation of features and defects Balance innovation with Risk Business IT Governance
- 25. Service Lifecycle is now Service Value Chain
- 26. Change Control
- 29. In with the new
- 31. Kick IT out of ITSM
- 32. Alignment with new ways of working
- 33. focus on culture & people systems thinking automation feedback loops high velocity IT non prescriptive value not process integrated with business
- 35. Modules & Exams ● ITIL 4 edition book: https://www.axelos.com/store/book/itil- foundation-itil-4-edition ● Modules - Foundation (1), Specialist (3), Strategist (2) Leader (1) ● Foundation (entry level qualification) Q1 2019 - Feb 28th (1 module/exam) ● Managing professional - Specialist track - H2 2019 (4 modules/exam) ● Strategic Leader - H2 2019 (2 modules/exams) ● 17 credits from ITIL v3 + Managing Professional Transition Module to get to ITIL Managing Professional ● v3 Exams will continue until June 2020
- 36. Thank you Q&A
Editor's Notes
- Rigid & structured
- Creating silos and encouraging “not my problem attitudes”
- Slowing down rate of change and time to market
- Heavily weighted on processes instead of focusing on value
- Lots of red tape to overcome
- Contains documentation that is too long to read or hard to follow
- Contributes towards blame and tension amongst the business and IT teams
- Quite often this is result of Taking ITIL processes from the books without any adaptation to the organisation and culture ITIL being misinterpreted as the rules instead of guidance Using ITIL as something to hide behind - to avoid accountability
- Cloud computing, Agile, DevOps, Lean One of the main reasons why ITIL needs to evolve, to keep up with modern trends and ways of working in IT Operations, management practices & Software development such as what’s shown
- Enter ITIL 4 No version number ITIL 4 takes today’s environment into consideration, it’s a more agile, flexible and customisable version of ITIL for the modern workplace. It’s the first major overhaul to the framework since 2007 It encourages less siloes, more collaboration, communication across the entire business and integrates Agile, DevOps, Lean, IT governance into service management.
- ITILv3 sees a Service as
- In ITIL4 this is updated to…. ITIL 4 introduces a new concept of enabling value co-creation. This means Value is created together with the business and other stakeholders and not just by IT. This helps address the lack of trust and them and us culture that can happen between IT and the business, as the business work with IT to prioritise and define value.
- Focusing on value is a central ITIL4 principle. The ITIL definition of a service has always focused on Value but not much was quantified what value actually is….. Value can be anything that is always defined by the customer
- Quite a few things have changed in ITIL 4
- The four P’s - People, process, product and partners have changed to The 4 Dimensions of Service management which are Organisations and people Information & Technology Partners & Suppliers Value streams & processes These have expanded over the 4 Ps and now also include information & technology and value streams All of these dimensions should be considered to make the facilitation of value co-creation for customers successful
- The biggest shift in ITIL 4 is that instead of ITIL helping you to only deliver services it now provides a flexible model for end-to-end value delivery in the Service Value System. The Service Value Chain is a new concept in ITIL 4. It represents how different components and activities in an organisation can work together to facilitate creation of value. Its made up of 5 layers - the Guiding Principles, Governance, Service Value Chain, Practices and Continual improvement At the heart of the Service Value System is the Service Value Chain.
- Guiding principles were first introduced in ITIL practitioner a couple of years ago. They are useful and practical recommendations for adopting and adapting ITIL to an organisation's needs that can be applied at any phase in service management.
- In ITIL 4 the Guiding principles are down from 9 to 7 with a couple of changes: These are Start where you are - Dont’ start from scratch and build something new unless you have to Keep it simple and practical - minimum number of steps to complete an objective Optimise and automate Progress iteratively with feedback - don’t try and do everything at once, but improve bits at at time Collaborate and promote visibility - work together Focus on Value - everything should have direct or inderict value Think and work holistically - consider all aspects not any element on its own Each of the principles offers great advice and can be combined
- Another big change in ITIL 4 is that Governance now has a seat at the table and it's no longer just IT doing the governing. ITIL 4 talks about governing the Service value system and how the business plays a large part in this. IT Governance should be aligned with the business. Governance is about directing and controlling the organisation.
- In ITIL 4 there are no more service lifecycle phases and these are replaced by the service value chain. There are 6 Service Value Chain activities that we can do at all times, so there are no handoffs between the service phases as before. The six value chain activities are: Plan - Shared understanding of the vision we want to achieve Engage - provides a good understanding of stakeholder needs Design & Transition - ensure that products & services continue to meet stakeholder expectations Obtain / build - ensure service components are available when needed and meet agreed expectations Deliver & Support - ensure services are delivered and supported Improve - ensure continuous improvement of products
- ITIL practices such as Change control contribute across various service value chain activities as shown
- Where incident management is mainly involved in the Deliver & Support value chain activity.
- Processes are out and practices are in. A practice is a set of organisational resources designed for performing work or accomplishing an objective There are 34 practices in ITIL 4 compared to 26 processes in ITILv3. Practices follow a more holistic approach then the current ITIL processes considering things such as culture, new ways of working, technology, information and data management Practices are split into 3 functions Service Management - service management focused General practices - come from general business management which includes project & risk management and are not specific to service management and Technical Management - focused on new ways of working and tech such as software deployment management & infrastructure and platform Under service management there are now 17 practices.
- Some of the practices have been renamed such as Change management is now change control Release & Deployment management is just deployment management Event management is now monitoring & event There are a some new ones too. These are Architecture management Business analysis Organizational change management Project management Software development and management Risk management And Workforce and talent management
- Continual Service improvement is now known as Continual Improvement and has a very similar to the CSI Model in ITIL v3 which is shown. There is a new step (step 5) in the model which is Take Action which is for the improvement to be acted upon.
- In ITIL 4, Service Management is referred to instead of IT Service management, so we are not just talking about IT anymore, but enterprise wide service management.
- One of the aims of ITIL 4 is to align more closely with practices such as DevOps and Agile ITIL 4 crosses over with new ways of working by:
- Focusing on collaboration, automation, and keeping things simple, reflecting principles found in Agile, DevOps and Lean. Focusing on culture and people Using guiding principles that are agile and modern Using practices span the whole value chain and not just one part of a service lifecycle Open, honest, blame-free feedback Value system thinking ties in very well with DevOps value chain and agile ways of working Following an Integrated model bringing together business , development, operations, governance and service management
- Certification paths towards ITIL Managing professional or ITIL Strategic leader Managing professional is geared towards those working with technology & digital teams looking for practical and technical knowledge of how to run successful IT Services & Teams Strategic leader stream recognizes value outside of IT operations for Digital services and shows that you have an understanding of how IT influences and directs business strategy
- Exams for ITIL 4 foundation launched in Feb this year with other exams due to launch in the second half of the year The foundation book is available now - and the ITIL 4 foundation exam is a one hour, multiple choice, 40 question exam paper with 26 marks (65%) required There will be a transition / bridge exam available to get to ITIL Managing professional For those already on their version 3 examination path these exams will continue until June 2020