From v3 to 4 – This is the new ITIL

28 Feb 2019 02:33 PM

Blog posted by: Jose Carmona Orbezo, Head of Product Management, AXELOS, 27 February 2019.

Number 4 at the centre of image based on ITIL purple hexagons

Ten years ago, Bitcoin was launched, and James Cameron released his innovative film Avatar. And now think of all the changes we have lived through since then. The Fourth Industrial Revolution has created such a fast-paced and complex environment that organizations and individuals had to change their way of thinking. Be more agile, be ready and equipped to adopt new ways of working – or fail.

This is why we are now launching ITIL® 4: to help organizations connect and align these challenges that affect not only ITSM professionals, but a wider range of professionals working in the digital world.

ITIL 4 still uses elements from previous versions that our research told us are still very much fundamental. But at the same time, it is expanding and ITIL 4 now provides a brand new digital operating model.

What has changed?

The changes we have made mean that ITIL 4 offers a practical and flexible basis to support organizations on their digital journey. We have considered the impact of technology on business and how the framework integrates with Agile, DevOps and supports digital transformation.

The key elements of ITIL 4 are the four dimensions, the guiding principles, the move from processes to practices, and the Service Value System, providing a holistic approach to the co-creation of value through service relationships.

Service value system

The service value system (SVS) is a key component of ITIL 4, which facilitates value co-creation. It describes how all the components and activities of an organization work together to enable value creation. As the SVS has interfaces with other organizations it forms an ecosystem and can also create value for those organizations, their customers and stakeholders.

At the heart of the SVS is the service value chain – a flexible operating model for the creation, delivery and continual improvement of services. The service value chain defines six key activities: plan; improve; engage; design and transition; obtain/build; and deliver and support. They can be combined in many different sequences, which means the service value chain allows an organization to define a number of variants of value streams, e.g. the v3 service lifecycle.

The flexibility of the service value chain allows an organization to effectively and efficiently react to changing demands from stakeholders.

The four dimensions

A holistic approach to service management is key in ITIL 4. It defines four dimensions that are critical to the successful facilitation of value for customers and other stakeholders.

The four dimensions are:

It’s essential that an appropriate amount of focus is given to each of these dimensions so that the SVS remains balanced and effective.

Guiding principles

ITIL 4 has seven guiding principles. The guiding principles as such are not new, and they are meant to help IT professionals adopt and adapt ITIL guidance to their own specific needs and circumstances.

The ITIL 4 guiding principles are:

They allow professionals to define approaches and navigate difficult decisions and should be followed at every stage of service delivery.

ITIL 4’s focus on collaboration, automation, and keeping things simple, reflect principles found in Agile, DevOps and Lean methodologies.

From processes to practices

ITIL has so far used “processes” to manage IT services. The update expands the processes so that elements such as culture, technology, information and data management can be considered to get a holistic vision of the ways of working.

This is known as “practices”, a fundamental part of the ITIL 4 framework. The SVS includes 34 management practices, which are sets of organizational resources for performing work or accomplishing an objective.

The ITIL practices share the same value and importance as the current ITIL processes but follow a more holistic approach.

The holistic approach

ITIL 4 puts service management in a strategic context. It looks at ITSM, Development, Operations, business relationships and governance holistically and brings the different functions together. By doing this, ITIL 4 has evolved into an integrated model for digital service management.

Why ITIL 4?

There is a simple answer to that. ITIL 4 will help IT professionals compete in an increasingly complex market and insure that they stay relevant. Start building your career with ITIL or reaccredit from ITIL v3 to demonstrate your digital skills and meet your career goals.

ITIL 4 Webinars

To find out more about ITIL 4 join one of our webinars on 28 March 2019:
To register for 8am GMT, click here:
To register for 4pm GMT, click here: