By Elijah Chombo
Undoubtedly, we are living in a fast-moving and continously-changing world that businesses need to be
more nimble, constantly ready, and equipped with the right skills in order to survive. The 4th Industrial Revolution has brought digital disarray
and new technologies with it, resulting in the need to adopt and accept new ways of working.
As for us at Chombo Innovations International, one consequence of the 4th Industrial Revolution is ITIL 4 – an update to ITIL v3 (2011 Edition) –
is key to helping customers, organizations, IT service management (ITSM) professionals, and others working in the digital world tackle the challenges brought
on by digital disarray.
WHAT’S NEW IN ITIL 4?
At the end of February 2019, ITIL 4 was published. It's the first major update to the ITIL framework since 2007, designed in large part to keep up with recent
trends in software development and IT operations.
- ITIL 4 provides a flexible foundation for organizations that need to integrate various frameworks and approaches into their service management
- ITIL 4 aims to help businesses navigate the new technological era of digital services.
Why ITIL 4?
ITIL 4 brings the ITIL framework up to date, introducing a holistic approach to service management and focusing on 'end-to-end service management
from demand to value.
The new edition of ITIL 4 is the first major update to ITIL since 2007 and is arguably a response to the emergence of newer service management frameworks
such as VeriSM™, SIAM® and FitSM. It expands the previous version of ITIL V3 ('ITIL 2011') and provides a flexible basis to support organizations on their
journey to the new world of digital transformation.
ITIL 4 describes an operating model for the delivery of tech-enabled products and services. The documentation has been completely revised and streamlined to make
it easier to read, and enhanced with many practical examples.
TIL 4 also reflects recent trends in software development and IT operations, and includes advice on how to apply philosophies such as Agile, DevOps and Lean
in the domain of service management.
Last but not least, ITIL 4 makes a point of being "a framework for service management" (as opposed to "IT service management"), reflecting the growing trend of
applying service management best practices in the domain of enterprise and business services.
General management practices
The ITIL 4 general management practices include:
> Strategy management
> Portfolio management
> Architecture management
> Service financial management
> Workforce and talent management
> Continual improvement
> Measurement and reporting
> Risk management
> Information security management
> Knowledge management
> Organizational change management
> Project management
> Relationship management
> Supplier management
Service management practices
The service management practices in ITIL 4 include:
> Business analysis
> Service catalogue management
> Service design
> Service level management
> Availability management
> Capacity and performance management
> Service continuity management
> Monitoring and event management
> Service desk
> Incident management
> Service request management
> Problem management
> Release management
> Change enablement
> Service validation and testing
> Service configuration management
> IT asset management
ITIL® v3 vs ITIL® 4
IT is at the core of every business in today's world. This update will allow ITIL to reflect the fast-paced and complex environment we live in, and new
ways of working and emerging practices, all of which are essential not only for ITSM professionals, but also for a wider range of professionals working in
the digital transformation world.
The purpose of ITIL 4 is to provide organizations with comprehensive guidance for the management of information technology in the modern service economy.
ITIL 4 will evolve to provide an end-to-end IT/Digital Operating Model, covering the full delivery (and sustaining) of tech-enabled products and services, guiding how IT interfaces with, and even leads, the wider business strategy.
ITIL 4 Foundation?
What is ITIL 4 Foundation?
ITIL 4 Foundation explains the fundamentals of ITIL 4. It contains all concepts, terms and processes to get
started with the new version of ITIL. ITIL 4 distinguishes the following 4 elements:
- Key concepts of service management
- 4 dimensions of service management
- ITIL Service Value System (SVS), which also comprises the guiding principles
- ITIL Management Practices
Here's a brief explanation of each element:
Key concepts: value, co-creation, outcomes
ITIL 4 Foundation lists several key concept that are vital to fully understanding the framework. Amongst those you’ll find some
familiar concepts such as service providers, stakeholders and risks. But ITIL 4 also introduces new concepts.
Contrary to ITIL v3, ITIL 4 doesn’t focus on delivering services but on providing value. Providing value is not a one-way street,
but something you do in co-creation with your customers. ITIL 4 doesn’t focus on following a process, but on outcomes. Customer experience
is one of the most important outcomes.
The 4 dimensions of service management
While ITIL v3 mostly explained how to implement each of the 26 processes, ITIL 4 has a wider scope. According to the new ITIL version,
every service you design or deliver should take into account the 4 dimensions of service management.
+ Organizations & people
+ Information & technology
+ Partners & suppliers
+ Value streams & processes
Service Value System & Service Value Chain
ITIL 4 introduces value systems and value chains.
The ITIL Service Value Chain (SVC) is an overview of all activities you can do to provide value. These activities are Plan, Improve, Engage, Design &
Transition, Obtain/build, Deliver & support. You don’t need to perform all activities for every service delivery, and there’s no fixed order for
performing the activities. For a bugfix, you’ll perform other activities than when you’re replacing your server farm, for example.
The ITIL Service Value Chain is part of larger system: the ITIL Service Value System (SVS). The ITIL SVS describes all factors that impact your Service Value
Chain, such as governance, the guiding principles and your continuous improvements.
ITIL Management processes are now called practices
Most ITIL processes you know from ITIL v3, such as Incident Management, Service Level Management and Capacity Management, are still present in the new version and haven’t
changed much. What has changed though, is that the 26 processes are now 34 practices.
Why practices? Because ITIL 4 not only describes a process flow, but also other factors that are important for the success of such a process. What skills your team needs,
for instance. How to cooperate with your suppliers. Or which technology can help you to reach you goal.