itil 4 – the next evolution · itil 4 ® – the next evolution . #askitsm @itsmacademy....

© ITSM Academy unless otherwise stated

Donna Knapp@ITSM_Donna

ITIL 4® – The Next Evolution

#askitsm

@ITSMAcademy

[email protected]

www.itsmacademy.comwww.itsmprofessor.net

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*

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ITSM for DevOps DevOps Test Engineering (DTE)®

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Value Stream Mapping (VSM) Facilitator* Agile Service Management Overview Certified Agile Service Manager (CASM)®

Certified Agile Process Owner (CAPO)®

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Since 2003 Tens-of-Thousands Trained and Certified

Learner Portal – my.itsmacademy.com GAME ON! An Interactive Learning

Experience®

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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


Agenda

Set the stage ITIL 4 key concepts The road ahead


Flipping the Four


The Stages of Change Acceptance

From leanchange.org

The Kübler-Ross Change Curve

Create Alignment

Maximize Communication

Spark Motivation

Develop Capability

Share Knowledge


The ITIL 4 ‘Library’

Available for pre-order

ITIL 4 Foundation – Live 2/28/19


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


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.

AgileLean

DevOpsSRE


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..


“[...] 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


The ITIL 4 Service Value System Encourages Systems Thinking

ITIL 4 Text – 4.1



Value is co-created!


The Service Value Chain Outlines Key Activities

Reflects the full lifecycle, from ideation to service consumption Includes 6 value chain activities Ensures agility bySupporting multiple value streamsIncluding multiple feedback loops

Is supported by practices

ITIL 4 Text – 4.5




Value Chain Activities Use Different Combinations of Practices

Each ITIL practiceSupports multiple service value chain

activitiesIncludes resources based on the four

dimensions of service management

ITIL 4 Text – 5


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.


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.


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


“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


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


ITIL Will Come Together in the End

Forge your own way through continual improvement.


For Now, Continue Your Journey

Honor the past Accept your currently realityDraw from any and all

frameworks, methods and yes, versions of ITIL to continually improve

Look to the futureLeverage ‘My ITIL’

Rest assuredCore concepts remain intactYour investments are protectedYou’ll figure out the best way for

your organization to evolve

Just keep learning!

www.axelos.com/professional-development/my-itil


The Current ITIL 4 Reality

ITIL 4 Foundation – Live 2/28/19

Coming 2nd Half 2019


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 techniquesITIL 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.


Questions?

#askitsm

@ITSMAcademy

[email protected]

www.itsmacademy.comwww.itsmprofessor.net


Thank You for Attending!

itil 4 – the next evolution · itil 4 ® – the next evolution . #askitsm @itsmacademy....

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