1 @bloreboy

Welcome to the
Future of ITIL®
I nt ro d u c i n g I T I L 4 !
London
March 2019
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A G E N DA

WHY DID ITIL NEED AN UPDATE?

THE ITIL UPDATE PROGRAMME

KEY CONCEPTS IN ITIL 4

ITIL 4 PRACTICES

ITIL 4 CERTIFICATIONS & TRANSITION

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Akshay Anand
ITSM Product
Ambassador

@bloreboy
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Why Did ITIL Need an

Update?
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( S o m e ) c h a l l e n g e s f a c e d b y I T S M To d a y

• Emergence of other frameworks and methods

• Uni-modal (Bimodal? Trimodal?) thinking
• Product Centric Approaches
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C o m m o n I T S M “A n t i - P a t t e r n s ”

Watermelon SLAs “Join-The-Dots Implementations”

Single Silver Bullet Mindset Maturity Improvement Programmes

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T h e Va l u e o f I T I L

• ITIL is (still) widely adopted and is moving out of infrastructure

• Certifications are valued by companies and professionals
• The community wants to contribute to its own betterment
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(Some) challenges faced by ITIL

• The guidance is vast, and the learning journey is complicated

• “Adapt & Adopt” and “Continual Improvement” need reinforcement
• Guidance needs to be quickly understood and easily applicable
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The ITIL Update

Programme
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“ F o r t h e c o m m u n i t y, b y t h e c o m m u n i t y ”

160+

End-Users & Practitioners

Consultants
Subject Research & Trainers
Lead Architect Matter Development Evangelists
AXELOS
Team Experts Community Thought Leaders
(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 is Core guidance should be Ensure backward Crowdsource development Show how ITIL can integrate
granular updates “core” guidance easy to understand and compatibility, but show a to eliminate biases with emerging practices
adopt way forward and frameworks
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Key Concepts in ITIL 4

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P o 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
stakeholders
“Scaffolding Frameworks” – Develops, runs
and maintains products and services
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L a n g u a g e o f I T S M : D e l i v e 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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The Four Dimensions of Service Management

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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

4
1 5
3
6
8
7 2
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ITIL Practices
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From Processes to Practices

“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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P r a c t i c e s At A G l a n c e

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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Service 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 c h 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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Incident Management Practice

High Interactions
Engage – Manage customer experience during
Incident resolution

Deliver & support – Provide tools and techniques

to diagnose and resolve incidents

Medium Interactions
Design & transition – Manage incidents in test
environments, or during release windows

Obtain/build – Manage incidents in development

environments

Improve – Provides incident data

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S c a l i n g P r a c t i c e s A c r o s s M u l t i p l e Va l u e S t r e a m s

Incident Management Practice must

have at least the following aspects:

INC
1

INC
6 INC
2
INC
1
INC
5 INC
3
Minimum Viable
INC
2 INC
INC
INC
Incident
7
3 4 Management
INC
4
INC
5
(For You)
INC
6

INC
7
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ITIL 4 Certifications &

Transition
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Looking Ahead – ITIL 4 Content & Qualifications

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Structuring each book & certification

Exam questions &

Learning Objectives Syllabus
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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What should I do if …

I have ITIL v3
Foundation only Get to 17 points and take
Transition, or take ITIL 4
Foundation
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What should I do if …

I have ITIL v3
Foundation and some Get to 17 points and
Intermediates (less than take Transition, or take
17 points) ITIL 4 Foundation
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What should I do if …

Take the Transition, or

take MALC if you need it
I have ITIL v3
now (and Transition
Foundation and some
later)
Intermediates (17
points)
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What should I do if …

Read ITIL 4 Foundation

I have ITIL v3 Expert book, and take the
Transition module
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Wrapping Up
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ITIL 4 – New Concepts & Models

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ITIL 4 – New Certification Structure

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@bloreboy

Common Organisational Questions

Will my prior investments in

How will ITIL help me be tooling, training, and Is ITIL relevant to my
more <insert concern here>? organisational change be organisation?
relevant?
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@bloreboy

Common Personal Questions

Will my current certifications How will ITIL help me do my Will ITIL help me grow my
still be valid? job better? career?
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Further 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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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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Thank You For

Your Time!