“Everything You Officially Need to Know About ITIL 4”

(Stuart Rance, sysaid.com, 18 February 2019)

“ITIL 4 builds on ideas and processes developed in those earlier versions of ITIL, but it takes a much broader view of ITSM – as it takes into consideration everything service providers and service consumers need to co-create value.”

ITIL 4 emphasizes value creation, not just delivering services. IT services’ fundamentals: a) value is relative; to measure it, you should understand how your clients perceive your services; b) outcomes are enabled by the service’ outputs; i.g., a photography service’s output is a photo but memories evoked by this photo are the outcome; c) co-creation of value for both parties: the clients and the service. So, a service, apart from money, may benefit from new capabilities or relationships with its client; d) adding or removing some costs and risks, i.g., employing and managing expensive technical staff instead of its client. Service management’s dimensions to include in any service design and improvement plan: a) organizations and people (culture, authority, roles, skills, and competencies); b) information and technology (servers, storage, networks, databases, knowledge bases, etc); c) partners and suppliers; d) value streams and processes (activities, workflows, controls, and procedures). ITIL guiding principles: 1) create value for the stakeholders; 2) start with considering what is already available (services, processes, programs, projects, and people); 3) work iteratively and use feedback before, during, and after each iteration; 4) collaborate and make work transparent; 5) work on the service holistically and coordinate the results to provide value; 6) keep your service simple and practical; 7) optimize and automate your service; 8) improve your service system continually (products, services, service components, people, practices, and relationships). Governance in ITIL 4 aligns management and activities with the overall goals. ITIL 4 helps you co-create value efficiently and effectively.


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