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ITIL® V4 is the latest version of one of the leading and best ITSM frameworks available in the market. Many ITIL practitioners are already transitioning towards V4 in order to stay in sync with the current market and technology changes. But in order to perform this transition successfully, one must have a thorough knowledge of the ITIL V4 framework and clear its certification exams to obtain the credentials. Through the medium of this ITIL® Tutorial, I will give you the necessary information on the ITIL V4 framework.
Below are the topics I will be covering in this ITIL® Tutorial:
Let’s get started.
Service Management is described as
Having a clear understanding of the key concepts and terminologies of service management is very critical in order to ensure the effective use of any ITSM framework and address real-world problems. I have listed down a few of the most important IT service management concepts below:
ITIL® is considered to be the standard de-facto for IT Service Management best practices since its initiation in the 1980s. Since its release till date, ITIL has continued to keep a stronghold on the top position in the market. The best thing about ITIL is that it is constantly evolving to fit perfectly with today’s market trends which are in continuous flux.
Let’s move further with this ITIL® Tutorial and learn more about ITIL in detail.
ITIL® stands for Information Technology Infrastructure Library. It is a set of guidelines that helps an IT practitioner in delivering the best services. These guidelines are nothing but the best practices which are observed, gathered and put together over time to deliver anything but the best services. The systematic and structured approach of ITIL towards the IT service management helps an organization in managing risk, establishing cost-effective practices, strengthening customer relations. All these ultimately result in building a stable IT environment.
ITIL was first introduced in 1989, and since then it has grown to become one of the most renowned practices with over tens of thousands of certified practitioners all over the world. Currently, it is owned by AXELOS which is a joint venture created by the Cabinet Office in 2013. Axelos released the latest version of ITIL known as ITIL v4 in Feb 2019.
To know more, you can refer to this article on What is ITIL®.
ITIL® 4 focuses more on value creation, rather than just delivering services. It defines a service as:
ITIL® 4 is the latest release of ITSM framework and is developed with proper considerations to the dynamics of the modern business environment which helps it in aligning better with the modern best practices & frameworks of Agile, Lean, IT Governance, Information Security, DevOps, etc. ITIL®4 is built on Service Value System (SVS) that basically represents the various service assets, components & activities which are carried out throughout the service life cycle in an organization.
Let’s now take a deeper dive into SVS (Service Value System) to understand the ITIL 4 framework better through this ITIL® Tutorial.
According to ITIL V4 Foundation publication, Service Value System is defined as below:
This means SVS in the ITIL V4 framework helps in facilitating and focussing on the coordination of activities across the service value stream all while providing direction to the organization with a systematic and structured approach. In order to attain sustainability and consistency by an organization, the need for flexibility and adaptability are brought under consideration. By now, you can probably assume that the process of visualizing and establishing the Service Value System within an organization is an integral part of the modern business environment. It helps in providing a simple representation of various service assets along with organizational activities throughout the ITIL service life cycle.
The various components of ITIL® Service Value System (SVS) are:
Let me now explain each of these components in detail.
These are the standard recommendations that provide guidance to an organization in any kind of situation, irrespective of diversion in its goals, planning strategies, work type, or management structure. There typically seven principles which I have listed below:
In order to successfully achievement of goals and objectives, an organization needs to have proper guidance and establish a proper control system. In the new ITIL® 4 frameworks, the role of governance for a successful IT Service Management has been stressed on and has been highlighted as one of the most critical components of a service value system. Governance in ITIL basically refers to the Evaluation, Direction & Monitoring of the activities in a governing body of any ITSM framework.
The Service Value Chain (SVC) lies at the core of the Service Value System (SVS) consists of all the key activities that must be performed for achieving the service value through the service outputs & outcomes. Since in any IT service lifecycle, value creation and realization is a continuous process that requires a set of activities to be performed by the organizations providing the services. This helps any organization in delivering the best product and services to its customers which generates value for its customers and facilitates them in realizing it.
The ITIL service value chain is defined by six key activities that can be combined in multiple ways resulting in multiple value streams. These six service value chain activities are:
These components make the service value chain to be flexible enough for being implemented by multiple approaches such as DevOps and centralized IT, in order to address the needs of multiple service management models. This helps the organizations in reacting and adjusting to the frequently changing demands of the stakeholders in the utmost ways.
ITIL V4 has changed the Processes to the Practices which are nothing but a set of organizational resources intended specifically for accomplishing the objectives of the organization. There are 34 practices that have been introduced in ITIL V4 framework which have been listed below:
General Management Practices (14)
Service Management Practices (17)
Technical Management Practices (3)
This process was earlier known as Continual Service Improvement and has been renamed as Continual Improvement in ITIL V4 framework. This is the process of improving the services, service performance, the performance of service components, etc., in a continuous manner for sustenance and growth of any organization. If any organization turns away from such efforts it would fail to sustain in today’s market which is in continuous flux. Also, this process is required to ensure that the organization is keeping up with all the stakeholders’ expectations.
In the next section of this ITIL® Tutorial, I will be discussing the four-dimensional model of the ITIL V4 framework.
The main focus of any organization is to achieve its objective continuously without any fail. Although neglected, but the organizational environment brings in a lot of dynamics that must be considered for the organization to give its utmost performance. So, you can say, ITIL V4 follows a holistic approach to service management where various aspects of service management and achievement of service objectives work in unison. Thus the framework defines four dimensions that are crucial to creating value for customers and stakeholders. An organization needs to focus on each of these dimensions in order to keep the SVS balance and increase its effectivity.
ITIL 4 depicts the four-dimension model which comprises of the following:
This brings us to the end of this article on ITIL® Tutorial.
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