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Welcome to the
Future of ITIL®
I n t ro d u c i n g I T I L 4 !
ALVAO Inspiration Day
April 2019
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AG E N DA
WHY DID ITIL NEED AN UPDATE?
THE ITIL UPDATE PROGRAMME
KEY CONCEPTS IN ITIL 4
ITIL 4 PRACTICES
ITIL 4 CERTIFICATIONS
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Today’s Presenter – Philip Hearsum
ITSM Portfolio Manager at AXELOS.
Working with the ITIL team and specialising in
Academia across the AXELOS portfolio.
Was part of the 2011 ITIL update team
Is a member of the ISO2000 (UK) committee
Is a member of the new ITIL4 LAT (Lead
architect Team)
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Why Did ITIL Need
an Update?
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What is a service?
A service is 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.
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C o m m o n I T S M “A n t i - Pa t t e r n s ”
Watermelon SLAs “Join-The-Dots Implementations”
Single Silver Bullet Mindset Maturity Improvement Programmes
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@bloreboy
Th e S e r v i c e E ra
W h at d o t h e s e c o m p a n i e s h ave i n
common?
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@bloreboy
SERVICES!!
• We are moving into a Service age.
• Digitalisation and agility are paramount
• IT Enabled services affect us ALL
• Fourth industrial revolution
• Service Dominant Logic
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The ITIL Update
Programme
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“ Fo r t h e c o m m u n i t y, by t h e c o m m u n i t y ”
160+
End-Users & Practitioners
Consultants
Subject Research & Trainers
Lead Matter
AXELOS Architect Development Evangelists
Experts Community Thought Leaders
Team (NDA) Heads of IT
Tool Vendors
Analysts
3,000+
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The six design principles for the Update
1 2 3 4 5 6
Modular Lean Practical Evolutionary Collaborative Flexible
Allows independent Be ruthless about what Core guidance should Ensure backward Crowdsource Show how ITIL can
granular updates is “core” guidance be easy to understand compatibility, but show development to integrate with emerging
and adopt a way forward eliminate biases practices and
frameworks
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Key Concepts in
ITIL 4
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Po s i t i o n i n g I T I L i n t o d a y ’s I T O r g a n i z a t i o n
ITIL – Shapes and connects the Service Organization
Products and Services
–
Co-create value for
“Scaffolding Frameworks” – Develops, stakeholders
runs and maintains products and
services
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H o w I T I L 4 a d d r e s s e s I T S M “A n t i - Pa t t e r n s ”
Focused on
customer centric Reinforce adopt
perspective and adapt
Focused on outputs not outcomes “Join-The-Dots Implementations”
Reinforce continual
Shows how ITIL improvement in all
works with other parts of the
frameworks organisation
Single Silver Bullet Mindset Maturity Improvement Programmes
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L a n g u a g e o f I T S M : D e l i ve r i n g Va l u e
VALUE
Service Provider
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L a n g u a g e o f I T S M : “ C o - C r e a t i n g ” Va l u e
Consumers
SERVICE
RELATIONSHIP Suppliers
Service Provider
Regulatory
Authorities
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T h e Fo u r D i m e n s i o n s o f S e r v i c e M a n a g e m e n t
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T h e S e r v i c e Va l u e S y s t e m
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The Guiding Principles
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T h e S e r v i c e Va l u e C h a i n
Scalable Operating Model
Individual
Team
Enterprise
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Va l u e S t r e a m s – J o u r n e y s T h r o u g h T h e Va l u e C h a i n
Customer Support
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1 5
3
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7 2
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ITIL Practices
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Fr o m P r o c e s s e s t o P r a c t i c e s
“A way of working, or a way in which work must be done”
• Management structures
• Culture, skills and competencies
• Value streams and processes
• Information assets, tools and technologies
• Partner and supplier involvement
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Practices At A Glance
General (Business) Management Practices
• Originated in business domains, and adopted by Service Management
• Focused on overarching capabilities across multiple Value Chains
• 14 Practices
Service Management Practices
• Originated in Service Management domains
• Common goal but possibly different approaches across multiple Value
Chains
• 17 Practices
Technology Management Practices
• Originated in technology domains, and adopted by Service Management
• Focused on use of technology, as a service component
• 3 Practices
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General Management Practices
• Continual Improvement
• Enterprise Architecture
• Information Security Management
• Knowledge Management
• Measurement & Reporting
• Organisational Change Management
• Portfolio Management
• Project Management
• Relationship Management
• Risk Management
• Service Financial Management
• Strategy Management
• Supplier Management
• Workforce & Talent Management Significantly modified from ITIL v3
New to ITIL 4
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Ser vice Management Practices
• Availability Management • Service Design
• Business Analysis • Service Desk
• Capacity and Performance Management • Service Level Management
• Change Control • Service Request Management
• Incident Management • Service Validation & Testing
• IT Asset Management
• Monitoring & Event Management
• Problem Management
• Release Management
• Service Catalogue Management
• Service Configuration Management
• Service Continuity Management
Significantly modified from ITIL v3
New to ITIL 4
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Te ch n o l o g y M a n a g e m e n t P r a c t i c e s
• Deployment Management
• Infrastructure & Platform Management
• Software Development & Management
Significantly modified from ITIL v3
New to ITIL 4
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ITIL 4
Certifications &
Transition
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Looking Ahead – ITIL 4 Content & Qualifications
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S t r u c t u r i n g e a ch b o o k & c e r t i f i c a t i o n
Learning Exam questions &
Syllabus
Objectives sample papers
Non-examinable Publication
Table of Contents
material manuscript
The core book is more
than an exam guide Practices
references
Training will cover more
than just the core book
Practices Guides
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Structuring Practices
Guidance earmarked to
support ITIL 4 syllabuses
Guidance based on proven,
practical experience
Note: details on where, and how, to access Practices documentation will be available shortly
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Wrapping Up
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Coming soon
Supplementary content release – April 2019:
• ITIL 4, IT Service Management and Agile white paper
• ITIL 4 Key Concepts: VOCR the service value formula
• ITIL 4 & DevOps - cultural perspective
• Service science, service dominant logic, and ITIL 4 (Basics)
ITIL 4: Connecting the key concepts – April 2019
Create a flexible and effective architecture that delivers world-class IT-enabled
services with
the ITIL 4 key concepts.
ITSM Benchmark Report – May 2019
Discover the challenges that you and your organization are tackling in the new
complex business landscape, brought about by the ‘Fourth Industrial Revolution’,
and emerging technologies.
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Fur ther resources
To find out more…
www.axelos.com/itil-update
OR
www.axelos.com/welcome-to-itil-4
If you want to get in touch…
www.linkedin.com/in/bloreboy
www.twitter.com/bloreboy
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Thank You For
Your Time!
Questions?
