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.