ITIL® 4 introduction

For Aeven
Benefits – why ITIL 4?

The main focus in ITIL 4 is creating value for customers.

ITIL 4 has increased focus on:

• Cooperation between customer and supplier – Co-create value
• Collaboration and coherence – DevOps and value streams
• Faster time-to-market – integration with Agile (SAFe, Scrum, …)
• Use common sense – Guiding principles
• Overall practice focus – from process to practice guidance
From lifecycle to value streams…

ITIL v3 ITIL 4

From functional, limited processes to end-to-end value streams…

The story…

ITIL V2
ITIL V1

Standalone processes… Service Support and Delivery…

ITIL V3

ITIL 4
Service Lifecycle
Value streams
ITIL 4
Guiding principles

Collaborate and
promote visibility

Progress Think and work

iteratively with holistically
feedback

Start Keep it
where simple and
you are practical

Optimize and
Focus on value
automate
The service value chain

7
Copyright © AXELOS Limited 2020. Used under permission of AXELOS Limited. All rights reserved. (Fig. 4.2. ITIL 4 Foundation)
Example value stream: Deliver a service

Change,
Deployment,
Release
Service desk

Service request
Service config.
IT asset Incident

Copyright © AXELOS Limited 2020. Used under permission of AXELOS Limited. All rights reserved. (Fig. 4.2. ITIL 4 Foundation)
Example value stream: Create a service
Business analysis

Project
Service design

Change enablement,
Service val. and testing
Deployment
Release

Software development

Continual improvement

9
Copyright © AXELOS Limited 2020. Used under permission of AXELOS Limited. All rights reserved. (Fig. 4.2. ITIL 4 Foundation)
 The 34 ITIL management practices
ITIL 4 Foundation Practices
Architecture Business Release Supplier Portfolio
management analysis management
management management
Knowledge
Service
management
Service level desk Risk management
Service management Monitoring
design Project Deployment
and event
management management Continual management
Service financial
Service management
improvement
Infrastructure and platform request
management Service catalogue
management management
Change
Workforce and talent IT asset Relationship
management management Problem enablement management
Strategy
management
management
Capacity and Software
performance Incident Service development
management
management Information configuration
management
security management Service continuity
Service validation management management
and testing
Availability
management
Organizational
change management
Measurement and
reporting
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Important differences - practices
ITIL v3 ITIL 4
Removed: Introduced:
• Demand management • Workforce and talent management
• Transition planning and support • Measurement and reporting
• Change evaluation • Project management
• Access management • Business analysis
• Functions have become Practices • Infrastructure and platform management
• Software development and management
• Service lifecycle with distinct stages • Service value chain with activities
• Processes belonging to a certain stage • Practices loosely coupled to activities
Change management • Change enablement
• Organizational change management
Release and deployment management • Release management
• Deployment management
Service asset and configuration management • IT asset management
• Service configuration management
Workarounds created and applied in incident management Workarounds created in problem management, applied in
incident management

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 Exam specifications

The exam format is multiple choice, 40 questions

The pass rate is 26 correct answers (65 per cent)

Prior to sitting the exam, students should attend the ITIL 4 Foundation course
with a recommended 16 contact hours

General knowledge of IT service management is an advantage, but not a

requirement

Better Projects - Agile Leadership - Service Value 12 www.metier.dk

Exam learning outcomes

Learning outcome No. of questions

1. Understand the key concepts of service management 5
2. Understand how the ITIL guiding principles can help an organization
6
adopt and adapt service management
3. Understand the four dimensions of service management 2
4. Understand the purpose and components of the ITIL service value system 1
5. Understand the activities of the service value chain, and how they
2
interconnect
6. Know the purpose and key terms of 15 ITIL practices 7
7. Understand 7 ITIL practices 17

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The ITIL 4 certification scheme

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MetierWestergaard A/S as ATO
Steen Sverker, MetierWestergaard
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Mail: [email protected]