The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
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ITIL4®
What is in it for you?
Diegem
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AGENDA
WHY DID ITIL NEED AN UPDATE?
THE ITIL UPDATE PROGRAMME
KEY CONCEPTS & DEFINITIONS IN ITIL 4
DIGGING DEEP
ITIL 4 CERTIFICATIONS & TRANSITION
WRAP-UP
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Why Did ITIL Need
an Update?
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ITIL History
ITIL emerged in the 1980’s
• ITIL in 1980’s Focus on practical guidance, 36 books
• ITIL v2 in 2001 Focus on processes, maturity. Support and delivery book
• ITIL v3 in 2007 Focus on service lifecycle, 5 lifecycle books
• ITIL 2011 edition in 2011 Update of ITIL v3
• ITIL 2016 practitioner course ITIL guiding principles created
• ITIL 4 in 2019 Focus on Value Co-creation and Flexibility
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What did you miss ITIL?
What are your challenges?
Where did you found guidance was lacking?
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(Some) challenges faced by ITSM Today
• Emergence of other frameworks and methods
• Uni-modal (Bimodal? Trimodal?) thinking
• Product Centric Approaches
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Impact of Lean, Agile and DevOps on the organization
Classical IT hierarchy
• Consists of silo’s
• Needs formal processes to manage services
• ITIL Processes can have process manager, process owner, KPI’s
• Resulting in a complex matrix arganization
Modern IT service teams
• Close to or integrated with the customers
• Customer specifies demand directly to team (informal)
• Support and development in one team (DevOps)
• Even a server is a software (virtual/cloud)
• Challenge is to maintain common strategy and governance
The ITIL4 answer:
• Most organizations have a mix: centralized service desk, legacy systems
• Processes no longer required, now called practices
• Apply ITIL4 according to what the organization/team/service needs
• DevOps teams can use ITIL practices to standardize and/or formalize ITSM
• ITIL helps automate and/or collaborate with other teams, manage an end-to-end service
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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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Research &
Development
Community
End-Users & Practitioners
Consultants
Trainers
Evangelists
Thought Leaders
Heads of IT
Tool Vendors
Analysts
Subject
Matter
Experts
(NDA)
“For the community, by the community”
Lead Architect
Team
AXELOS
160+
3,000+
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The six design principles for the Update
Modular
Allows independent
granularupdates
Lean
Be ruthlessabout what is
“core” guidance
Practical
Core guidanceshouldbe
easy to understandand
adopt
Evolutionary
Ensure backward
compatibility,but show a
way forward
Collaborative
Crowdsource
development to eliminate
biases
Flexible
Show how ITILcan
integratewith emerging
practicesand
frameworks
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USABILITY
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ITIL 4 material
Release
Februari 2019
Core volumes
Before the end of 2019
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Key Concepts &
Definitions
in ITIL 4
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ITIL 4 Key Components
Four Dimensions Model:
ITIL Service Value System (SVS):
The Service Value Chain (SVC)
ITIL 4 Management Practices
General Management
practices
Service Management
practices
Technical Management
practices
Architecture management Availability Management Deployment management
Continual improvement Business analysis
Knowledge Management Change control
Measurement and reporting Incident management
IT asset management
Portfolio Management
Project Management Problem management
Relationship Management Release management
Risk Management Service catalog
management
Software Development and
management
Infrastructure and platform
management
Information Security
management
Organizational Change
Management
Capacity and Performance
management
Monitoring and event
management
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Language of ITSM: “Co-Creating” Value
SERVICE
RELATIONSHIP
Consumers
Suppliers
Regulatory
Authorities
Service Provider
Value is the perceived benefit, usefulness, and importance of something
VALUE
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Service Value Definition
The Service ConsumerThe Service Provider
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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
F
F
F
F
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The Service Value Chain
Scalable Operating Model
Individual
Team
Enterprise
A series of steps an organization undertakes to create
and deliver products and services to consumers.
VALUE STREAM
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Incident Management Practice
Medium Interactions
Design & transition – Manage incidents in test
environments, or during release windows
Obtain/build – Manage incidents in
development environments
Improve – Provides incident data
High Interactions
Engage – Manage customer experience during
Incident resolution
Deliver & support – Provide tools and
techniques to diagnose and resolve incidents
Management practices will support the value stream handling.
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Scaling Practices Across Multiple Value Streams
INC
1
INC
5
INC
2 INC
3
INC
4
INC
6
INC
7
INC
1
INC
5
INC
2
INC
3
INC
4
INC
6
INC
7
Incident Management Practice must
have at least the following aspects:
Minimum
Viable Incident
Management
(For You)
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Value Streams – Journeys Through The Value Chain
Customer Support
33
11
22
44
55
66
77
88
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Wrapping Up
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What is in it for you?
This is foundation material
It has the potential to connect
Frameworks
Methods
Models
People…
It has the right focus
Value
Business
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Further resources
To find out more…
www.axelos.com/itil-update
OR
www.axelos.com/welcome-to-itil-4
OR
https://www.axelos.com/content-hub
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