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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
© 2019 of CFN Consult unless otherwise stated
2
Agenda
1. What is ITIL®
2. ITIL® 4 Foundation
3. What’s next?
4. What’s in it for me?
Ag
en
da
© 2019
3
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
IT
IL®
© 2019
4
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.
ITIL Version 2 – 1999
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”
ITIL Version 3 – 2007
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
© 2019
What is
IT
IL®
5
Agenda
1. What is ITIL®
2. ITIL® 4 Foundation
3. What’s next?
4. What’s in it for me?
Ag
en
da
© 2019
6
Services, service offerings and products
© 2019
Pra
cti
ce
Pra
cti
ce
Pra
cti
ce
Product
Service
TimetableGet to the other
side
Depart Arrive
9:00 10:00
10:00 11:00
13:00 14:00
17:00 18:00
Service
offering
ITIL
®4
fo
un
da
tio
n
Services, service offerings and products
7 © 2019
Service interaction
Service offering
GoodsAccess to resources
Service actions
Products
Resources (four dimensions) Organisations
& people
Partners & suppliers
Information & technology
Value streams & processes
Service
ITIL
®4
fo
un
da
tio
n
Services, service offerings and products
8 © 2019
Service interaction
Service offering
GoodsAccess to resources
Service actions
Products
Resources (four dimensions) Organisations
& people
Partners & suppliers
Information & technology
Value streams & processes
Service
ITIL
®4
fo
un
da
tio
n
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
9 © 2019
ITIL
®4
fo
un
da
tio
n
Service relationship
Value is co-created between two or more interacting organizations
10 © 2019
Organi-
zation
Organi-
zationV
alu
e
co
-cre
atio
n
ITIL
®4
fo
un
da
tio
n
Stakeholders involved in value co-creation
11 © 2019
Service
consumer
Service
provider
Customer
User
Sponsor
Shareholders CommunityEmployees
ITIL
®4
fo
un
da
tio
n
12
ITIL® 4 – Service management in 4 layers
© 2019
ITIL
®4
fo
un
da
tio
n
Service value system
Service value chain
Service value streams
ITIL management practices
~ Business model
~ Operating model
~ Capability
model
13
The ITIL® Service value system (SVS)
© 2019
ITIL
®4
fo
un
da
tio
n
14
ITIL® Guiding principles
© 2019
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
ITIL
®4
fo
un
da
tio
n
15
The ITIL® Service value chain
© 2019
ITIL
®4
fo
un
da
tio
n
16
Value stream: Resolve issue
© 2019
12
3
4
5 6
ITIL
®4
fo
un
da
tio
n
ITIL® management practices
17
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
ITIL
®4
fo
un
da
tio
n
18
Continual improvement
© 2019
What is the
vision?
Where are we
now?
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
plan
Execute improvement
actions
Evaluate metrics and
KPIs
ITIL
®4
fo
un
da
tio
n
19
ITIL® 4 foundation on a page
© 2019
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
20
Agenda
1. What is ITIL®
2. ITIL® 4 Foundation
3. What’s next?
4. What’s in it for me?
Ag
en
da
© 2019
The ITIL® Certification Scheme
21 © 2019
Wh
at’s n
ext?
22
ITIL® Create, Deliver and Support
© 2019
Wh
at’s n
ext?
• Integration of value streams
and activities to design &
transition, obtain/build and
deliver & support products and
services and components
• Measuring service
performance
• Key practices
23
ITIL® Drive Stakeholder Value
© 2019
• Managing engagement and
interactions between the
service provider, customers,
users and partners & suppliers
• Measurement and
management of value
• Key practices
Wh
at’s n
ext?
24
ITIL® High Velocity IT
© 2019
• 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
Wh
at’s n
ext?
25
ITIL® Direct, Plan and Improve
© 2019
• Creating a “learning and
improving” organization
• Influence of Lean/ Agile ways
of working on ITSM
• Managing the interface with the
governing body
• Key practices
Wh
at’s n
ext?
26
ITIL® Digital and IT Strategy
© 2019
• Aligning digital business
strategy with IT strategy
• New ways of working in
complex business conditions
• Key practices
Wh
at’s n
ext?
27
Agenda
1. What is ITIL®
2. ITIL® 4 Foundation
3. What’s next?
4. What’s in it for me?
Ag
en
da
© 2019
28
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
Wh
at’s in
it
for
me
?
© 2019
29
Take the customer journey
Wh
at’s in
it
for
me
?
© 2019
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
teams
Team 1
Team 2
Team 3
Role 1
Experience
Intr
anet
E-m
ail
Meeting
E-m
ail
Work
shop
Tem
pla
te
Featu
re k
icko
ff
Sto
ry k
icko
ff
Dem
o
Negotia
tion
Sig
n a
gre
em
ent
Serv
ice c
ata
logue
Data
mig
ratio
n
Acc
epta
nce
test
Use
r acc
ess
port
al
Pro
duct
defe
ct
Dash
board
Serv
ice d
esk
Satis
fact
ion s
urv
ey
Invo
ice
Duration 12 days 16 days 62 days 3 days 23 days
Personas
Sponsor
Customer
User
30
Take the customer journey
Introduce 5S to make the service act flow:
Serve and support
Smile
Seize the “moment of truth”
Save time for the unexpected
Say sorry
Wh
at’s in
it
for
me
?
© 2019
31
Map and improve value streams
© 2019
12
3
45
Wh
at’s in
it
for
me
?
32
Map and improve value streams
Wh
at’s in
it
for
me
?
© 2019
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
33
Map and improve value streams
Wh
at’s in
it
for
me
?
© 2019
Step Step Step
Customer: Customer: Customer:
Team / Role:
Partner / supplier:
Activities:
Technology/Information:
Team / Role:
Partner / supplier:
Activities:
Technology/Information:
Team / Role:
Partner / supplier:
Activities:
Technology/Information:
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:
Cycle time:Waiting time:First time quality:Work in progress:
Cycle time:Waiting time:First time quality:Work in progress:
Lead time minutes minutes
Processing time minutes minutes minutes
I I
34
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
Wh
at’s in
it
for
me
?
© 2019
Questions and comments
35
The e
nd
© 2019
Co
nta
ct
36
Christian F. Nissen
[email protected]+45 40 19 41 45
CFN Consult ApSNysøvang 15ADK-2750 BallerupCVR: 39 36 47 86
© 2019
