ITIL 4. The Next Evolution
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The document provides an overview of ITIL 4, detailing its evolution to address modern service management challenges and the integration of agile, lean, and DevOps principles. It highlights the ITIL 4 service value system and its practices, emphasizing the importance of continual improvement and adapting ITIL guidance to specific organizational needs. The document also outlines upcoming training courses and certification opportunities related to ITIL 4.
![10© ITSM Academy unless otherwise stated
“[...] vision without systems thinking ends up
painting lovely pictures of the future with no
deep understanding of the forces that must
be mastered to move from here to there.”
Peter M. Senge](https://image.slidesharecdn.com/webinaritil4-200828143012/85/ITIL-4-The-Next-Evolution-10-320.jpg)
ITIL 4. The Next Evolution
- 1. © ITSM Academy unless otherwise stated Donna Knapp @ITSM_Donna ITIL 4® – The Next Evolution #askitsm @ITSMAcademy [email protected] www.itsmacademy.com www.itsmprofessor.net
- 2. 2© ITSM Academy unless otherwise stated About… ITSM Campus ITIL® Foundation ITIL Practitioner Certified Process Design Engineer (CPDE)® ITIL Intermediates and MALC VeriSM® Plus and Foundation* DevOps Campus DevOps Foundation® ITSM for DevOps DevOps Test Engineering (DTE)® DevOps Leader (DOL) ® Continuous Delivery Architecture (CDA)® DevSecOps Engineering (DSOE)® Value Stream Mapping (VSM) Facilitator* Agile Service Management Overview Certified Agile Service Manager (CASM)® Certified Agile Process Owner (CAPO)® Site Reliability Engineering (SRE)®* Since 2003 Tens-of-Thousands Trained and Certified Learner Portal – my.itsmacademy.com GAME ON! An Interactive Learning Experience® Public Classes / Virtual Classes Corporate On-Site Classes Including Sims and Workshops Courseware Licensing Alumni Program DevOps Institute REP Strategic Partner of AXELOS PMI Global Education Provider Certified Woman-Owned ITIL® is a Registered Trade Mark of the AXELOS Limited. DevOps Foundation®, All other Trademarks are from The DevOps Institute. * Coming in 2019
- 3. 3© ITSM Academy unless otherwise stated Agenda Set the stage ITIL 4 key concepts The road ahead
- 4. 4© ITSM Academy unless otherwise stated Flipping the Four
- 5. 5© ITSM Academy unless otherwise stated The Stages of Change Acceptance From leanchange.org The Kübler- Ross Change Curve Create Alignment Maximize Communication Spark Motivation Develop Capability Share Knowledge
- 6. 6© ITSM Academy unless otherwise stated The ITIL 4 ‘Library’ Available for pre-order ITIL 4 Foundation – Live 2/28/19
- 7. 7© ITSM Academy unless otherwise stated Why ITIL Needed to Evolve Every organization is a service provider and a service consumer Every organization’s services are IT-enabled Technology is advancing faster than ever before IT service management (ITSM) as a key strategic capability ITIL 4 Text - 1.1 www.axelos.com/global-itsm-research-programme
- 8. 8© ITSM Academy unless otherwise stated The Scope of ITIL 3/2011 Demand ValueAnalyze Design Build Transition Consumption / use ? Run Applying Agile, Lean and DevOps principles to ITSM modernizes the approach and improves the ability of ITSM to deliver benefits. Agile Lean DevOps SRE
- 9. 9© ITSM Academy unless otherwise stated ITIL 4 Modernizes ITSM ITIL 4 provides the guidance organizations need to Address new service management challenges Utilize the potential of modern technology ITIL 4 Text – 1.2 Copyright © AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved..
- 10. 10© ITSM Academy unless otherwise stated “[...] vision without systems thinking ends up painting lovely pictures of the future with no deep understanding of the forces that must be mastered to move from here to there.” Peter M. Senge
- 11. 11© ITSM Academy unless otherwise stated The ITIL 4 Service Value System Encourages Systems Thinking ITIL 4 Text – 4.1 Copyright © AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved.. Value is co-created!
- 12. 12© ITSM Academy unless otherwise stated The Service Value Chain Outlines Key Activities Reflects the full lifecycle, from ideation to service consumption Includes 6 value chain activities Ensures agility by Supporting multiple value streams Including multiple feedback loops Is supported by practices ITIL 4 Text – 4.5 Copyright © AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved..
- 13. 13© ITSM Academy unless otherwise stated Value Chain Activities Use Different Combinations of Practices Each ITIL practice Supports multiple service value chain activities Includes resources based on the four dimensions of service management ITIL 4 Text – 5 Copyright © AXELOS Limited 2018. Used under permission of AXELOS Limited. All rights reserved. The four dimensions, united by a common purpose, is a practice…a set of organizational capabilities for performing work or accomplishing an objective.
- 14. 14© ITSM Academy unless otherwise stated ITIL Practices have Diverse Origins General management practices • Architecture management • Continual improvement** • Information security* management • Knowledge management • Measurement and reporting • Portfolio management • Organizational change management • Project management • Relationship management* • Risk management • Service financial management • Strategy management • Supplier management* • Workforce and talent management Service management practices • Availability management • Business analysis • Capacity and performance management • Change control** • Incident management** • IT asset management* • Monitoring and event management* • Problem management** • Release management* • Service catalogue management • Service configuration management* • Service continuity management • Service design • Service desk** • Service level management** • Service request management** • Service validation and testing Technical management practices • Deployment management* • Infrastructure and platform management • Software development and management ITIL 4 Text – 5 High-level overviews of each practice are provided in the ITIL 4 Foundation publication.
- 15. 15© ITSM Academy unless otherwise stated Continual Improvement is Key Organizations are encouraged to Use ITIL to adopt a service management approach Adapt the ITIL guidance to their own specific needs and circumstances ITIL 4 Text – 1.2
- 16. 16© ITSM Academy unless otherwise stated “Principles are underlying truths that don’t change over time or space, while practices are the application of principles to a particular situation.” Mary Poppendieck
- 17. 17© ITSM Academy unless otherwise stated ITIL 4 Guiding Principles Focus on value Start where you are Progress iteratively with feedback Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate ITIL 4 Text – 4.3
- 18. 18© ITSM Academy unless otherwise stated ITIL Will Come Together in the End Forge your own way through continual improvement.
- 19. 19© ITSM Academy unless otherwise stated For Now, Continue Your Journey Honor the past Accept your currently reality Draw from any and all frameworks, methods and yes, versions of ITIL to continually improve Look to the future Leverage ‘My ITIL’ Rest assured Core concepts remain intact Your investments are protected You’ll figure out the best way for your organization to evolve Just keep learning! www.axelos.com/professional-development/my-itil
- 20. 20© ITSM Academy unless otherwise stated The Current ITIL 4 Reality ITIL 4 Foundation – Live 2/28/19 Coming 2nd Half 2019
- 21. 21© ITSM Academy unless otherwise stated On Campus ITIL 4 Foundation – February 12-15 16-hour certification course Be among the first in the world! Value Stream Mapping Facilitator – March 20-21 16-hour, non-certification workshop Focuses on the role of value stream mapping facilitator Takes a deep dive into value stream mapping techniques ITIL Practitioner – June 10-13 16-hour certification course Focuses on adopting and adapting ITIL best practices Visit our website for full course details and dates.
- 22. © ITSM Academy unless otherwise stated Questions? #askitsm @ITSMAcademy [email protected] www.itsmacademy.com www.itsmprofessor.net
- 23. © ITSM Academy unless otherwise stated Thank You for Attending!