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Overview of ITIL 4 Framework

Apr 22, 2025

ITIL Foundation - ITIL 4 Edition

Introduction

  • ITIL 4 is the latest evolution in IT service management (ITSM) best practices.
  • It integrates established practices with emerging methods like Lean, Agile, and DevOps.
  • ITIL 4 aims to help organizations improve digital transformations and create value for customers.

Key Concepts of ITIL 4

  • Service Value System (SVS): A framework to create value through IT-enabled services.
  • Four Dimensions Model:
    • Organizations and People
    • Information and Technology
    • Partners and Suppliers
    • Value Streams and Processes
  • 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 Service Value System (SVS)

  • Describes how components and activities work together to create value.
  • Key Elements:
    • Service Value Chain
    • Practices
    • Continual Improvement
    • Governance
  • Service Value Chain Activities:
    • Plan
    • Improve
    • Engage
    • Design and Transition
    • Obtain/Build
    • Deliver and Support

Practices in ITIL 4

  • General Management Practices:
    • Architecture Management
    • Continual Improvement
    • Information Security Management
    • Knowledge Management
    • Measurement and Reporting
    • Organizational Change Management
  • Service Management Practices:
    • Availability Management
    • Business Analysis
    • Capacity and Performance Management
    • Change Control
    • Incident Management
  • Technical Management Practices:
    • Deployment Management
    • Infrastructure and Platform Management
    • Software Development and Management

Application of ITIL 4

  • Adoption Benefits:
    • Supports modern methods and digital transformations.
    • Ensures continuity and minimal disruption.
  • Focus on Value Creation:
    • ITIL 4 emphasizes co-creation of value with stakeholders.

Case Study: Axle Car Hire

  • Used ITIL 4 to modernize services and improve customer satisfaction.
  • Focused on creating an improved car-hire experience through digital services.

ITIL 4’s Impact on Service Management

  • Provides a holistic framework for managing IT services effectively.
  • Emphasizes adaptability and integration of modern practices with traditional ITSM.

Summary

  • ITIL 4 equips organizations to handle challenges in the IT industry effectively.
  • It emphasizes service management as a strategic capability with a focus on value creation.