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

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© 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

cfn@cfnconsult.dk+45 40 19 41 45

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

© 2019