itil 4 and the future

ITIL® 4 and the future- What’s in it for me?

Christian F. Nissen, CFN Consult

RESILIATM, ITIL®, PRINCE2® MSP®, MoP® and MoV® are Registered Trade Marks of AXELOS in the United Kingdom and other countries

COBIT® is a registered trademark of the Information Systems Audit and Control Association (ISACA) and the IT Governance Institute (ITGI)

TOGAFTM and IT4ITTM are trademarks of The Open Group. SIAM® is a registered trademark of EXIN. VeriSM™ is a registered trademark of IFDC

Agenda

1. What is ITIL®

2. ITIL® 4 Foundation

3. What’s next?

4. What’s in it for me?

What is ITIL®?

Once: IT Infrastructure Library – Now: ITIL®

ITIL is a source of good practice in IT Service

Management

By good practice we mean guidance that is

validated across a diverse set of environments

widely distributed.

ITIL is not a standard

ITIL is non-prescriptive - must be adopted and

adapted

What is

Where does ITIL® come from?

ITIL Version 1 – 1986

Function-based practice of 40+ books dealing with a variety

of IT practices developed by Central Computer and

Telecommunications Agency (CCTA) in the United Kingdom.

Process-based practice of 10 books and the globally

accepted best practice framework for IT Service

Management. The most popular books were “Service

Support” and “Service Delivery”

Service lifecycle-based practice incorporating five lifecycle

titles forming the core of ITIL practice

ITIL 2011 – 2011

Updated for consistency and clarity

ITIL 4 – 2019

Value driven services and capability based practice

What is

Agenda

1. What is ITIL®

3. What’s next?

Services, service offerings and products

Product

Service

TimetableGet to the other

Depart Arrive

9:00 10:00

10:00 11:00

13:00 14:00

17:00 18:00

Service

offering

Service interaction

Service offering

GoodsAccess to resources

Service actions

Products

Resources (four dimensions) Organisations

& people

Partners & suppliers

Information & technology

Value streams & processes

Service

Service interaction

Service offering

GoodsAccess to resources

Service actions

Products

Resources (four dimensions) Organisations

& people

Partners & suppliers

Information & technology

Value streams & processes

Service

A means of enabling value co-

creation by facilitating

outcomes that customers want

to achieve without the

customer having to manage

specific costs and risks

A formal

description of one or more

services, designed to address

the needs of a target

consumer group. A service

offering may include goods,

access to resources, and

service actions

A configuration of an

organization’s resources,

designed to offer value for a

consumer

A person or other entity, that is

required for the execution of

an activity or the achievement

of an objective

Service value – outcome, cost and risk

Achieving desired outcomes requires resources and is

associated with risk

Service relationship

Value is co-created between two or more interacting organizations

Organi-

zation

Organi-

zationV

Stakeholders involved in value co-creation

Service

consumer

Service

provider

Customer

Sponsor

Shareholders CommunityEmployees

ITIL® 4 – Service management in 4 layers

Service value system

Service value chain

Service value streams

ITIL management practices

~ Business model

~ Operating model

~ Capability

The ITIL® Service value system (SVS)

ITIL® Guiding principles

1. Focus on value

2. Start where you are

3. Progress iteratively with

feedback

4. Collaborate and promote

visibility

5. Think and work holistically

6. Keep it simple and practical

7. Optimize and automate

The ITIL® Service value chain

Value stream: Resolve issue

ITIL® management practices

General management practices

• Architecture management

• Continual improvement

• Information security management

• Knowledge management

• Measurement and reporting

• Organizational change management

• Portfolio 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

Continual improvement

What is the

vision?

Where are we

Where do we

want to be?

How do we get

there?

Take action

Did we get there?

How do we keep

the momentum

going?

Business vision, mission,

goals and objectives

Perform baseline

assessments

Define measurable

targets

Define the improvement

Execute improvement

actions

Evaluate metrics and

ITIL® 4 foundation on a page

1. Focus on value

2. Start where you are

3. Progress iteratively with feedback

4. Collaborate and promote visibility

5. Think and work holistically

6. Keep it simple and practical

7. Optimize and automate

General management practices (14) Service management practices (17)

Architecture management Availability management

Continual improvement Business analysis

Information security management Capacity and performance management

Knowledge management Change control

Measurement and reporting Incident management

Organizational change management IT asset management

Portfolio management Monitoring and event management

Project management Problem management

Relationship management Release management

Risk management Service catalogue management

Service financial management Service configuration management

Strategy management Service continuity management

Supplier management Service design

Workforce and talent management Service desk

Technical management practices (3) Service level management

Deployment management Service request management

Infrastructure and platform management Service validation and testing

Software development & management

Agenda

1. What is ITIL®

3. What’s next?

The ITIL® Certification Scheme

at’s n

ITIL® Create, Deliver and Support

at’s n

• Integration of value streams

and activities to design &

transition, obtain/build and

deliver & support products and

services and components

• Measuring service

performance

• Key practices

ITIL® Drive Stakeholder Value

• Managing engagement and

interactions between the

service provider, customers,

users and partners & suppliers

• Measurement and

management of value

• Key practices

at’s n

ITIL® High Velocity IT

• Differences between traditional

and digital operating models

• How to adapt and adopt ITIL 4

concepts to a

• Lean/Agile environment

• highly automated

environment

• Key practices

at’s n

ITIL® Direct, Plan and Improve

• Creating a “learning and

improving” organization

• Influence of Lean/ Agile ways

of working on ITSM

• Managing the interface with the

governing body

• Key practices

at’s n

ITIL® Digital and IT Strategy

• Aligning digital business

strategy with IT strategy

• New ways of working in

complex business conditions

• Key practices

at’s n

Agenda

1. What is ITIL®

3. What’s next?

What’s in it for me?

ITIL® 4 – I couldn’t care less, or?

Value is something we co-create – take the

customer journey

Map and improve your value streams across

practices (e.g. the three delivery streams)

Improve capabilities (ITIL: Practices) – not only

processes

at’s in

Take the customer journey

at’s in

Relate Engage Offer Agree Onboard Interact RealizeSteps

Understand needs and value and identify service

providers

Build relationships

Specify requirements

Negotiate and agree

service utility,

warranty and

experience

Procure and perform

customer transition activities

Consume service and engage in

service interaction

Harvest, track and monitor value.

Evaluate journey

Touchpoints /

interactions

Service provider

Team 1

Team 2

Team 3

Role 1

Experience

Meeting

Negotia

Duration 12 days 16 days 62 days 3 days 23 days

Personas

Sponsor

Customer

Take the customer journey

Introduce 5S to make the service act flow:

Serve and support

Seize the “moment of truth”

Save time for the unexpected

Say sorry

at’s in

Map and improve value streams

at’s in

Request service Use service

Resolve issue

Create, change or retire service or related CI

Subscribe / unsubscribe

service

New customer

Agile delivery model

Plan driven delivery model

Service integration delivery model

at’s in

Step Step Step

Customer: Customer: Customer:

Team / Role:

Partner / supplier:

Activities:

Technology/Information:

Team / Role:

Partner / supplier:

Activities:

Team / Role:

Partner / supplier:

Activities:

Value added:

Value destroyed:

Feedback:

Value added:

Value destroyed:

Feedback:

Value added:

Value destroyed:

Feedback:

Cycle time:Waiting time:First time quality:Work in progress:

Lead time minutes minutes

Processing time minutes minutes minutes

Improve capabilities – not only processes

Services are produced while consumed: The capability

must be there when the customer needs it

The ITIL® management practices will be continuously

released the coming year – use the guidance to

improve your service management capabilities

at’s in

Questions and comments

Christian F. Nissen

cfn@cfnconsult.dk+45 40 19 41 45

CFN Consult ApSNysøvang 15ADK-2750 BallerupCVR: 39 36 47 86

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