Dive in
Embracing the future of IT Service Management
The main topic of this seminar is the official launch of the new ITIL 4 Architecture by Axelos and we will present the new ITIL 4 architecture as well as complementary practices and a customer case how to embrace the new into the existing ITSM improvements.
ITIL 4 is Agile
ITIL always intended to break down silos, and the versions we know uses a lifecycle of cross functional processes. The new ITIL 4 embraces the modern agile approach focusing on communication, timeboxed deliveries, and ability to re-prioritize to deliver value. Agile teams focusing on customer needs and satisfaction, through the lens of the overall service, will deliver greater value in a shorter amount of time.
ITIL 4 is Continual Improvement
If you didn’t know it already, it all comes down to Continual Improvement! The ITIL 4 Service Value System is operating this with Improvement as one of six value chain activities and a specific Practice for Continual Improvement
The Service Lifecycle is transformed to the ITIL 4 Service Value Chain!
An ITIL V3:2011 process was never intended to “live” in only one of the five lifecycle phases, but many organizations perceived that e.g. Problem Management was a Service Operation process only, as it was mainly described in this phase.
To facilitate the ITIL 4 Service Value Chain, new Practices and Heat maps are introduces to illustrate the contribution of the practice mapped to the main activities of the value chain. A Practice is a set of organizational resources designed for performing work or accomplishing an objective. So, the well-known 26 ITIL Processes are in ITIL 4 transformed to 34 management practices – 14 general management, 17 service management and 3 technical management Practices. All practices are subject to the 4 P, (People, Process, Product, Partner) dimensions and as a practice encompasses all four dimensions. There is no need for specific functions. In the new architecture, the Service Desk is obviously a Practice, now with its own objectives, one of them is to participate to accomplish the Incident Management Practice objectives.