ITIL 4: The Changes,
What’s New and
How It Impacts You
Why? Collaboration and Value Co-creation
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Evolution of ITIL
What does Business Service value
good look like? Service Delivery alignment system
and Support
1980s 1989 2000 2007 2011 2016 2018
First set of ITIL Service The guiding
books published Lifecycle principles
1996
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The Service Value System (SVS)
1. Focus on value
• Plan 2. Start where you are
• Improve 3. Progress iteratively with feedback
• Engage 4. Collaborate and promote visibility
• Design / transition 5. Think and work holistically
• Obtain / build 6. Keep it simple and practical
• Deliver / support 7. Optimise and automate
Organizational governance, evaluates,
directs and monitors all the organization’s
activities
• 14 General management
• 17 Service management
• 3 Technical management Continual Improvement
Model
Copyright AXELOS Limited 2018 Reproduced under licence from AXELOS
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Four dimensions of service management
Copyright AXELOS Limited 2018 Reproduced under licence from AXELOS
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Nature of value and value co-creation
• Value is the perceived benefits, usefulness and importance of
something
• Value is co-created through an active collaboration between providers,
consumers and other organizations
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7 Guiding principles
1. Focus on value
GUIDE YOU TO
2. Start where you are
Stay on course
3. Progress iteratively with feedback Make decisions quicker
4. Collaborate and promote visibility
5. Think and work holistically
6. Keep it simple and practical REFLECT YOUR
7. Optimise and automate Vision, mission, values
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Continual improvement model
Copyright AXELOS Limited 2018 Reproduced under licence from AXELOS
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Service value chain (SVC)
Copyright AXELOS Limited 2018 Reproduced under licence from AXELOS
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What is a practice?
A practice is a set of organizational resources designed for performing work or
accomplishing an objective.
Practices can comprise SOME or indeed ALL of: -
• Defined outcomes and objectives
• Processes, procedures, interfaces and controls
• Organizations, structures and culture
• Skills and knowledge
• Information
• Technology
• Relationships and agreements
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Practices grouped by “Theme” – General
Management Practices
Continual Improvement
Enterprise Architecture Management
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
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Practices grouped by “Theme” – Service
Management Practices
Availability Management
Business Analysis
Capacity Management
Change Control
Incident Management
IT Asset Management
IT Service Continuity Management
Monitoring & Event Management
Problem Management
Release Management
Service Request Management
Service Catalogue Management
Service Configuration Management
Service Design
Service Desk
Service Level Management
Service Validation & Testing
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Practices grouped by “Theme” – Technical
Management Practices
Deployment Management
Infrastructure & Platform Management
Software Development & Management
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Example path – new functionality
Portfolio,
Service
CUSTOMER
Financial, Project
We have
Enterprise Mgmt,
need
Architecture Enterprise
Architecture
Relationship
Mgmt, SLM
Service
Design,
Relationship Business
Analysis…
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Simplified Certification Path
H2
H2
NOW
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Structuring Certifications Around Value Chain
Create, Deliver & Support High Velocity IT
Digital and IT Strategy Direct, Plan and Improve Drive Stakeholder Value
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ITIL 4 Education and the T-shaped individual
Work / contribute
outside of core area
ITIL 43 Foundation
DANGER
DANGER
DANGER DANGER
ITIL 43 Next Level ??
Intermediate
ITIL 3 Intermediate Discipline or speciality
DANGER
DANGER
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Education – Should I switch my training?
If your organization has never seen ITIL it before then ITIL 4 is a natural starting
point
If your organization has invested heavily in previous versions of ITIL
You’ll be using ITIL v3 language and governance, tools and workflows built around
the ITIL v3 service lifecycle
“Going with ITIL 4 might be like introducing 21st Century English to an organization
that is speaking Ye Olde 17th Century English perfectly! They can just understand
each other but the propensity for mis-communication, lack of clarity, disillusionment
and apathy increases. That is amplified if the ITIL 4 students are junior to their ITIL
v3 trained superiors! That can be truly dangerous.”
IT service management strategists to look at ITIL 4
Decide whether the changes justify the risk of swapping straight over or utilizing a
more measured approach – ITERATIVE WITH FEEDBACK
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Organizational Set Up?
USERS and Consuming
CUSTOMERS services
PRODUCT Building products
TEAMS and services
PLATFORM Automated provision
TEAM IaaS PaaS
ENTERPRISE Laying down the
GOVERNANCE policies, guidelines
Architecture Legal Finance HR ITSM
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Courses
ITIL 4 Foundation ITIL 4 Foundation Bridge
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