ITIL® 4 will be hitting shelves in February 2019, but how is it different from ITIL V3? We joined forces with AXELOS in this webinar to break down what's changing with ITIL 4, how this can benefit you and your organisation, and how you can book onto a course.

1. © ILX Group
WHAT’S CHANGING
WITH ITIL® 4?
PRESENTED BY ILX AND AXELOS

2. ITIL OVERVIEW
& ITIL 4 UPDATE

3. BUT FIRST… INTRODUCTIONS!
@bloreboy
Akshay Anand
ITSM Product
Ambassador

4. ITIL: Overview
Fortune 500 companies90%
Practitioners worldwide2M+
• The most adopted ITSM framework in the world
• Delivers value to customers through services by providing a return on investment
in terms of value
• Enables the integration of service strategy with the business strategy and
customer needs
• It enables adoption of a standard approach to service management across
the enterprise

5. ITIL: The Service Lifecycle
Strategy
• Who are the customers and what services
they require to solve their problems
Design
• How should the services look and feel like,
and what capabilities are needed to
provide them
Transition
• How to develop, test, integrate, and
release services
Operation
• How to support live services, and how to
provide a great customer and user
experience
CSI
• Continual improvement

6. ITIL: Practitioner
• Focuses on the nine
guiding principles
• Draws on the Lifecycle
stage – CSI
• Three critical
competencies that are
essential:
 Implementation of communication
 Metrics and measurements
 Organisational change
management

7. ITIL CLIENT
CASE STUDIES

8. Spotify – case study
Spotify’s mission is to unlock the potential of human creativity by giving one million artists the
opportunity to live off their art, and billions of fans the chance to enjoy and be inspired by these creators.
Transparency, visualisation, an agile mindset and speed are their driving forces and mantras.
In 2017, their organisational growth was massive, they experienced growth pains and the need for
company-wide policies and common ways of working increased. ITIL, as a framework, was relatively
unknown within the Spotify organisation at this point, but now it has become intrinsic to how their
organisation operates – ITIL was their guide… from start up to scale-up!
They were able to:
• Increase work flow – more work items were completed and lead times shortened
• Reduce waste – more time was spent on the work items that created most value
• Increase in quality and work on infrastructure projects increased
• Improve relationships with and between customers – creating beneficial synergies

9. Equinor - case study (formerly Statoil)
Norwegian multinational energy company with operations in thirty six countries.
Equinor have taken the ITIL framework far beyond its ITSM roots in the last 13 years,
now focused on achieving efficiencies with back office functions.
They run 130 services, handle > 700k of incoming incidents annually, work with 600
vendors, serving 40k and has 1500 employees. The goal was to take a customer-centric
view of its shared services, rather than one based on internal function.
With significant overstaffing reduced in the last four years, and with a 35% cost reduction,
utilising the ITIL framework outside ITSM has paid off for Equinor.
The combination of an overarching set of ITIL principles and a unifying technology
platform has enabled them to standardise processes and deliver a holistic solution for its
users.

10. ITIL 4 UPDATE

11. ITIL 4 update timeline
LAUNCH OF
UPDATE PROGRAM
USER TESTING
ALPHA TEST
BETA TESTING
& TRAINER
READINESS
LAUNCH FDN
To Market
Q4 ‘17 Q1 ‘18 Q2 ‘18 OCT ‘18
Q4 ‘18 Q1 ‘19
Final TestsR&D
Exam
Guide

12. ITIL 4: Key facts
New product architecture
Expanded scope
New concepts
Updated practical recommendations
New structure of publications
New qualification scheme

13. The modern IT organisation

14. Current language of service delivery
VALUE
Service provider

15. Co-creation of value with multiple stakeholders
VALUE
Service provider
Customers
Regulators
Suppliers

16. The four dimensions of service management

17. ITIL 4: A systems-level view of ITSM

18. ITIL 4: The guiding principles
Focus on Value
Start Where You Are
Progress Iteratively With FeedbackCollaborate and Promote Visibility
Think and Work Holistically
Keep it Simple and Practical
Optimize and Automate

19. ITIL 4: Service value chain
Scalable operating model
Individual
Team
Enterprise

20. ITIL 4: Value streams for specific scenarios
New service component

21. ITIL 4: Value streams for specific scenarios
Customer Support
(Hotfix)

22. ITIL 4: Practices support value chain activities
PRACTICES
Practices:
“A way of working, or a way in which work
must be done”
• Management structures
• Culture
• Skills
• Competencies
• Value streams and processes
• Information asset
• Tools and technologies
• Partner & supplier involvement

23. Example: Change control practice
Medium Interactions
Plan – Manage changes to product & service
portfolios, policies, etc.
Engage – Customers and users may need to be
consulted or informed
High interactions
Improve – Manage changes to improve system of
work
Obtain/Build – Manage changes to service
components
Design & Transition – Manage changes to live
services
Deliver & Support – Changes may impact support of
live services

24. ITIL: The main differences between ITIL V3 and ITIL 4
• The ITIL 4 framework expands itself to the wider context of customer experience, value streams and
digital transformation
• ITIL 4 emphasises a holistic approach by defining dimensions of service management that are collectively
essential to the facilitation of value
• It has evolved beyond the delivery of services to providing value co-creation with the customer
• In ITIL 4, there are now practices rather than processes covering roles, skills, people and resources. All
ITIL 4 practices have been refreshed to reflect the evolution of ITSM and current ways of working
• The guiding principles released in ITIL Practitioner are now core to the ITIL 4 framework
• ITIL 4 will reflect other frameworks and integrate with new ways of working including Agile, DevOps,
Lean, IT governance and leadership

25. Looking ahead – ITIL 4 qualification scheme

26. The benefits of upgrading to ITIL 4

27. Next steps
To MarketR&D
EXAMS
CORE & SUPPLEMENTARY GUIDANCE
LAUNCH FDN
Q1 ‘19
LAUNCH MP & SL
H2 ‘19

28. © ILX Group
For more information about ILX’s ITIL 4 courses, go to our website, drop us an email or
call the office to speak to one of our training advisors:
www.ilxgroup.com
contactus@ilxgroup.com
UK: +44 (0)1270 611 600
Australia: +61 1300 459 459
New Zealand: +64 9 363 9777
Quote discount code: ITILWEBJAN19

29. © ILX Group
THANKS FOR LISTENING!