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Welcome to the
Future of ITIL®
I nt ro d u c i n g I T I L 4 !
London
March 2019
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A G E N DA
ITIL 4 PRACTICES
Akshay Anand
ITSM Product
Ambassador
@bloreboy
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( S o m e ) c h a l l e n g e s f a c e d b y I T S M To d a y
C o m m o n I T S M “A n t i - P a t t e r n s ”
T h e Va l u e o f I T I L
“ F o r t h e c o m m u n i t y, b y t h e c o m m u n i t y ”
160+
3,000+
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1 2 3 4 5 6
P o s i t i o n i n g I T I L i n t o d a y ’s I T O r g a n i z a t i o n
L a n g u a g e o f I T S M : D e l i v e r i n g Va l u e
VALUE
Service Provider
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L a n g u a g e o f I T S M : “ C o - C r e a t i n g ” Va l u e
Consumers
SERVICE
RELATIONSHIP Suppliers
Service Provider
Regulatory Authorities
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T h e S e r v i c e Va l u e S y s t e m
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T h e S e r v i c e Va l u e C h a i n
Individual
Team
Enterprise
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Va l u e S t r e a m s – J o u r n e y s T h r o u g h T h e Va l u e C h a i n
Customer Support
4
1 5
3
6
8
7 2
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ITIL Practices
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• Management structures
• Culture, skills and competencies
• Value streams and processes
• Information assets, tools and technologies
• Partner and supplier involvement
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P r a c t i c e s At A G l a n c e
• Continual Improvement
• Enterprise Architecture
• Information Security Management
• Knowledge Management
• Measurement & Reporting
• Organisational Change Management
• Portfolio Management
• Project Management
• Relationship Management
• Risk Management
• Service Financial Management
• Strategy Management
• Supplier Management
• Workforce & Talent Management Significantly modified from ITIL v3
New to ITIL 4
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Te c h n o l o g y M a n a g e m e n t P r a c t i c e s
• Deployment Management
• Infrastructure & Platform Management
• Software Development & Management
High Interactions
Engage – Manage customer experience during
Incident resolution
Medium Interactions
Design & transition – Manage incidents in test
environments, or during release windows
S c a l i n g P r a c t i c e s A c r o s s M u l t i p l e Va l u e S t r e a m s
INC
1
INC
6 INC
2
INC
1
INC
5 INC
3
Minimum Viable
INC
2 INC
INC
INC
Incident
7
3 4 Management
INC
4
INC
5
(For You)
INC
6
INC
7
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Non-examinable Publication
Table of Contents
material manuscript
Structuring Practices
Guidance earmarked to
support ITIL 4 syllabuses
Note: details on where, and how, to access Practices documentation will be available shortly
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What should I do if …
I have ITIL v3
Foundation only Get to 17 points and take
Transition, or take ITIL 4
Foundation
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What should I do if …
I have ITIL v3
Foundation and some Get to 17 points and
Intermediates (less than take Transition, or take
17 points) ITIL 4 Foundation
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What should I do if …
What should I do if …
Wrapping Up
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Will my current certifications How will ITIL help me do my Will ITIL help me grow my
still be valid? job better? career?
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Further resources
Coming soon