ITIL 4“1000 foot overview”

“flyover”

• This presentation is 10 slides (about 5 to 10 minutes to complete)

• ITIL is all about “Service Management Best Practice.”

• The IT is ITIL is all about Information Technology underpinning valuable service delivery. ITIL is freely available for anyone to use!

• ITIL 3 is moving to ITIL 4 in 2020. It has been reengineered and simplified to better facilitate the creation and ongoing management of business value as products and services offered for customers. ITIL 4 utilizes DevOps, Lean & Agile.

• ITIL 4 (the Service Value System model - Slide 3) can be used to assist the team to “visualize” and “pin down” value streams, to ensure these (value) are delivered to your customers.

Mark Corrigan 20200625

Key Concept:What is Value (Utility and Warranty)

Please read and understand the example below before continuing!

The ITIL 4 Service Value System (SVS) modelNote: The SVS model has been added to by the presenter in order to focus it to better serve us. I.e. the water wheels (Product / Service: AB & N) and also the Service Portfolio (bottom left)Bottom line: Can a business area pin down their service portfolio (service catalogue)? Which value streams are delivering value ($), which need optimization (are innovations coming on line (on stream)) with agility (DevOps, Lean, Agile) in their Service Pipeline, and should some be retired.

Let’s look back at ITIL 3 (over the next 3 slides) ITIL is all about following 5 “lifecycle” stages in value creation: Continual Service Improvement (think Agile Backlog for improvement stories) ->feeding-> Service Strategy ->feeding-> Service Design (projects to build software solutions; or buy them ->feeding-> Service Transition (release solutions to our customers) ->feeding-> Service Operations (Stable operations with Utility & Warranty = Value adding (digital) solutions (slide 2) for the Customer). Question: Can you see this flow in the image below? Question: Can you appreciate, like our eagle on the front slide, the ITIL approach allows us (value streams) to spiral upwards towards higher levels of Productivity and Quality and Profitability. We may also decide to fly down and retire a service (value stream) if value is flagging and no longer flowing as strongly as we required of it.

CSI• User pain pointsOr • Ideas for improvement

Let’s look back at ITIL 3 (2nd slide)The image below says the same thing as the previous slide; but expands (exposes) the (underpinning) IT service delivery support areas needed for product and service quality (i.e. utility + warranty = value).

Let’s look back at ITIL 3 (3rd slide)Please ignore the ITIL process detail in the image below! See only that ITIL 3 has 26 processes which can be “tailored step wise” for success!See that these processes underpin the 5 ITIL (stages) as shown in the previous 2 slides. Also that the “Continual Service Improvement (CSI) Register” feeds the Service Portfolio. (process 2) in Service Strategy. ITIL 3 is often criticised as being process heavy. However, I have worked in companies where ITIL was tightly / smartly tailored / managed and it works!

NOTE: Deming is regarded by some as the father of the Capability Maturity model (Carnegie Mellon University) The CM model puts the ability to follow process at a higher level (CM L2+) than operating heroically (CM L1). Project processes are found at CM L2 and these project processes are kicked off in ITIL Service Strategy and Service Design. Software Engineering processes are found at CM L3.

ITIL, Software Engineering, DevOps, Scrum, Kanban

ITIL 4 PracticesThe 34 ITIL 4 practices below are essentially the same as the ITIL 3 processes from the previous slide.Bottom line: As a practice we can practice the process to improve it until it aligns more closely with “generally accepted best practice”.The web page (link www.pmway.co.za/home/tilpractices ) facilitates access to more detail on each of the practices and how they underpin the SVS.

So how do we use the ITIL 4 SVS?• If the (Business / Business Area) pins down their Service Portfolio (slide 3) this is

the starting point for ITIL 4. I.e. focus on value! Eliminate waste!

• You may decide (from Continual Service Improvement) that you need to improve some product or service (value stream) in the Service Catalogue (slide 3 & 6). Using the SVS model (slide 3) you can plan a path through the SVS towards the improvement of existing value streams (or you can create new value streams). An example of how to do this in ITIL 4 is found on the last slide.

• The fact that many practices in ITIL 4 underpin the product or service offering; these can be used to ensure Quality and Value (Utility and Warranty) for your customers (including, if needed, the installation of Service Level Agreements [SLA’s]).

• Innovate or retire if value diminishes! It is worth remembering Experience Curves. I.e. competitive advantage goes to those who are first and fastest down the EC slope!

ITIL 4 (Guiding Principles)

Thank you!If interested find some links below.

(You may need to copy and paste the links into your browser)

• An excellent short article of ITIL 4:

(https://www.pmway.co.za/homesave/resources/itilbigpicture.pdf)

• Some ITIL 4 (as a new version release) videos:

(https://www.pmway.co.za/home/itilfourbigpicture)

• The ITIL 4 Practices (clickable to each practice):

(https://www.pmway.co.za/home/itilpractices)

• ITIL 4 Glossary:

(https://www.pmway.co.za/homesave/resources/itilfourglossary.pdf)

• ITIL 4 Value Streams “how to use the SVS” examples:

(https://www.pmway.co.za/homesave/resources/itilvaluestreams.pdf)

• Capability Maturity Model integrated (https://www.pmway.co.za/?slide=5)