ITIL 4 Introduction - Ericsson

ITIL® 4 Introduction

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ITILÂŽ 4 Introduction

Agenda 09.00 - 10.00 An introduction to ITIL 4 and Key Service Management concepts 10.00 - 10.15 Break 10.15 - 11.00 The Guiding Principles and The Service Value System 11.00 - 11.15 Break 11.15 - 12.00 An overview of the most relevant ITIL 4 Practices

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Lets get to know each other

Introduce yourself in the following format: Ø Ø

Name Company

Ø Ø Ø Ø

Role and background Familiarity with ITIL Experience in application development, infrastructure development, and/or operations Expectations from this ITIL 4 introduction

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The value of ITIL4

Ø Provides practical and proven guidance for IT professionals regardless of their role and function Ø Provides a common language and operating model for organizations and professionals Ø Prepares IT and digital professionals with the skills needed for the digital age Ø Helps utilize new technologies and new ways of working Ø Embeds a culture of collaboration, agility and transparency Ø Helps align IT working methods to business strategy, which is essential for digital transformation

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Value, Service and Service Management ITIL 4 definitions Value is the perceived benefits, usefulness, and importance of something�

Service is a means of enabling value cocreation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks�

Service Management is a set of specialized organizational capabilities for enabling value to customers in the form of services�

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Delivering Value vs Enabling Value Co-Creation

Service Consumer ( Customer, Sponsor, User )

“Value�

Output

Service Provider Managing Services (Service Management, SM)

The four ITIL resource dimensions 1. Organizations and People 2. Information and Technology 3. Partners and Suppliers 4. Value Streams and Processes

Outcome

Organizations & People

Services & Products

Information & Technology

Value Streams & Processes

Partners & Suppliers

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Service Consumers Organizations to whom services are delivered are referred to as service consumers

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Organization Organization “A person or a group of people that has its own functions with responsibilities authorities and relationship to achieve its objectives” (Adapted from ISO 9001:2015)

Organizations vary in size and complexity, and in their relationship to legal entities and can be – A single person or a team – A complex network of legal entities united by common objectives, relationships and authorities

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Service Providers

Organizations who provide or deliver services are referred to as service providers “It is important that the service provider has a clear understanding of who its consumers are in a given situation and who the other stakeholders are in the associated service relationships�

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Service Relationship - Co-Creating Value for Stakeholders

Service Relationship

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Service Relationships Service relationships are established between two or more organizations to co-create value. In a service relationship, organizations will take on the roles of service providers or service consumers.

The two roles are not mutually exclusive, and organizations typically both provide and consume a number of services at any given time

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Product, Services and Resources

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Service and Product ITIL 4 definitions: A Service is a means of enabling value co-creation by facilitating Outcomes that customers want to achieve, without the customer having to manage specific Costs and Risks “The service is what creates the outcomes by using a number of products” E.g. The Spotify music service

A Product is a configuration of an organizations resources designed to offer value for a consumer “The product is what the service provider produce and sell” E.g. The Spotify music streaming platform, including the mobile apps, the web sites, the supporting services etc

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Service Relationship, Service Offering and Products Ă˜ A Service Offering is formal description of one or more services, designed to address the needs of a target consumer group Ă˜ A Service Offering may include goods, access to resources, and service actions

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The ITIL v3 Service Lifecycle The ITIL v3 Service Lifecycle ยง An approach to IT service management that emphasizes the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services ยง The service lifecycle approach considers the strategy, design, transition, operation and continual improvement of IT services. Also known as service management lifecycle

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The ITIL 4 Service Value System (SVS) The ITIL Service Value System has been specifically designed to enable flexibility and discourage siloed working

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The Agile Manifesto and the ITIL Guiding Principles

The Four Values of The Agile Manifesto Ø Ø Ø Ø

Individuals and Interactions Over Processes and Tools Working Software Over Comprehensive Documentation Customer Collaboration Over Contract Negotiation Responding to Change Over Following a Plan

“That is, while there is value in the items on the right, we value the items on the left more.”

The ITIL 4 Guiding Principles Ø Ø Ø Ø Ø Ø Ø

Focus on Value Start Where You Are Progress Iteratively with Feedback Collaboration and Promote Visibility Think and work Holistically Keep it Simple and Practical Optimize and Automate

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1. The Guiding Principle - Focus on Value ”Focus on Value” aims at creating value for service consumers To achieve this value, organizations need to tie back the different activities (directly or indirectly) that they do in a logical way.

This include to: • • • •

Understand and identify the service consumer Understand the consumer’s perspective of value Map value to intended outcomes, which change over time Understand the Customer experience (CX) and/or User experience (UX)

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2. The Guiding Principle - Start where You Are �Start Where You Are� focuses on considering what is already available instead of starting from scratch (or Reusability) To achieve this, analysing the existing state is essential to identify what can be helpful in creating the new value

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3. The Guiding Principle - Progress Iteratively with Feedback �Progress Iteratively with Feedback� focuses on avoiding everything in a go and gathering the timely feedback To achieve this, breaking down the work into smaller, manageable components is essential to iteratively accomplish the initiative

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4. The Guiding Principle - Collaborate and promote Visibility �Collaborate and Promote Visibility� focuses on removing silos and building trust To achieve this, the people of an organization need to work together and share information to the greatest degree possible Without transparency there may be an impression that the work is not a priority Insufficient visibility of work leads to poor decision-making

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5. The Guiding Principle - Think And Work Holistically �Think and Work Holistically� focuses on working in an integrated way To achieve this, the various activities of an organization should focus on the delivery of value A holistic approach to service management requires an understanding of how all the parts of an organization work together in an integrated way

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6. The Guiding Principle - Keep it Simple and practical �Keep it Simple and Practical� focuses on simplifying the complex work methods To achieve this, identify and eliminate processes, services, actions, or metrics that do not add any value to the outcome Outcome-based thinking should be used to produce practical solutions that deliver valuable outcomes Start with an uncomplicated approach, and add later Do not try to produce a solution for every exception

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7. The Guiding Principle - Optimize and Automate �Optimize and Automate� focuses on optimizing the work carried out by its human and technical resources To achieve this, organizations should automate work to the possible extent that requires minimal human intervention Optimization means to make something as effective and useful as makes sense Automation is the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention Automating frequent and repetitive tasks helps organizations scale up and allows human resources to be used for more complex decision-making

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The Four Dimensions of ITIL4 The four resource types a service provider uses when providing a service

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The ITIL 4 Service Value System, SVS The five Components of the Service Value System (SVS) Ø ITIL Guiding principles Ø Governance Ø ITIL Service Value Chain Ø ITIL Practices Ø Continual Improvement

The ITIL Service Value Chain is the central part of the SVS It provides an operating model for the creation, delivery and continual improvement of services

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The ITIL v3 Service Lifecycle

Input

Outcome

Output

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The ITIL4 Service Value System & it’s five Components The Guiding Principles Governance The ITIL4 Service Value Chain

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Practices Continual Improvement 28

Components of a Value Stream Map

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The ITIL 4 Service Value Chain § The ITIL Service Value Chain is an operating model for service providers that covers all the key activities required to effectively manage products and services and the central part of the Service Value System (SVS) § Value Streams are the series of steps that an organization undertakes to create and deliver products and services to consumers. A value stream is a combination of the organization’s value chain activities

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The Engage Value Chain Activity

Engage: The value chain activity that provides a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders

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The Plan Value Chain Activity

Plan: The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization

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The Design & Transition Value Chain Activity

Design & Transition: The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market

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The Obtain / Build Value Chain Activity

Obtain / Build: The value chain activity that ensures that service components are available when and where they are needed, and meet agreed specifications

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The Deliver & Support Value Chain Activity

Deliver & Support: The value chain activity that ensures that services are delivered and supported according to agreed specifications and stakeholders expectations

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The Improve Value Chain Activity

Improve: The activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

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The Example Value Stream - Development of a new service Value Streams are the series of steps that an organization undertakes to create and deliver products and services to consumers.

A value stream is a combination of the organization’s value chain activities

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The Example Value Stream - Restoring a live Service Value Streams are the series of steps that an organization undertakes to create and deliver products and services to consumers.

A value stream is a combination of the organization’s value chain activities

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The ITIL 4 Service Value System, SVS A Practice is a set of organizational capabilities, processes and resources designed for performing work or fulfilling an objective. The Practices enhances the flexibility of the Service Value Chain.

Each ITIL practice supports multiple service value chain activities

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Process in ITIL 4

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ITIL 4 Management Practices (All four dimensions) General Mgmt. Practices

Service Mgmt. Practices

Technology Mgmt. Practices

Strategy Management

Business Analysis

Deployment Management

Portfolio Management

Service Design

Infrastructure & Platform Management

Service Financial Management

Service Catalogue Management

Software Development & Management

Relationship Management

Service Level Management

Risk Management

Availability Management

Information Security Management

Capacity and Performance Management

Knowledge Management

Service Continuity Management

Organisational Change Management

Change Enablement

Supplier Management

IT Asset Management

Continual Improvement

Service Configuration Management

Measurement & Reporting

Release Management

Project Management

Service Validation & Testing

Architecture Management

Monitoring & Event Management

Workforce & Talent Management

Service Desk Service Request Management Incident Management Problem Management

Unchanged in ITIL4

Modified between ITILv3 and ITIL4

New in ITIL4

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The seven most important ITIL 4 practises 1.

2.

3.

4.

5.

6.

The Continual Improvement Practice The Change Enablement Practice The Incident Management Practice The Problem Management Practice The Service Request Management Practice The Service Desk Practice

7.

The Service Level Management Practice

The purposes with eight (8) additional Practices Ø Ø Ø Ø

Relationship Management Supplier Management Information Security Management IT Asset Management

Ø Ø Ø Ø

Service Configuration Management Release Management Deployment Management Monitoring and Event Management

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1. Continual Improvement (GMP)

Its purpose is to align an organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services

GMP = General Management Practice

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2. Change Enablement (SMP) Its purpose is to is to maximize the number of successful IT changes by: Ø Ensuring that risks are properly measured Ø Authorizing changes to proceed Ø Managing the change schedule in order to maximize the number of successful service and product changes ITIL 4 definitions Change: “The addition, modification, or removal of anything that could have a direct or indirect effect on services” Ø Normal Change: Should be scheduled and assessed following a standard process that usually includes authorization. Can be low-risk changes or major changes Ø Standard Change: A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization Ø Emergency Change: A change that must be introduced as soon as possible

SMP = Service Management Practice

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3. Incident Management (SMP)

Its purpose is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible

ITIL 4 definitions Incident: ”An unplanned interruption to a service, or reduction in the quality of a service” Problem: ”A cause or potential cause of one or more incidents”

SMP = Service Management Practice

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4. Problem Management (SMP)

Its purpose is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors The three distinct phases of Problem Management

ITIL 4 definitions Known Error: ”A problem that has been analysed but has not been resolved” Work Around: “A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents” SMP = Service Management Practice

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5. Service Request Management (SMP)

Its purpose is to provide the promised quality of a service by handling all predefined, user-initiated service requests in an effective and comprehensible manner

ITIL 4 definition Service Request: � A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery�

SMP = Service Management Practice

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6. The Service Desk Practice (SMP) Its purpose is to understand demand for incident resolution and service requests. Act as the point of contact for the service provider along with its users, and to provide a clear path for users to report issues, queries, and requests, and acknowledge, classify, own, and take action on them

SMP = Service Management Practice

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7. Service Level Management (SMP) Its purpose is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets

ITIL 4 Definitions Service Level: ” One or more metrics that define expected or achieved service quality” Service Level Agreements (SLA): ” A documented agreement between a service provider and a customer that identifies both services required and the expected level of service”

SMP = Service Management Practice

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Relationship Management (GMP) Its purpose is to establish and foster the links between the organization and its stakeholders at strategic and tactical levels.

Including identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders

GMP = General Management Practice

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Supplier Management (GMP) Its purpose is to: Ă˜ Ensure that the suppliers and their performance are managed appropriately to support the seamless provision of quality products and services Ă˜ Create more colcollaborative relationships with key suppliers to uncover and realize new value and reduce risk of failure.

GMP = General Management Practice

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Information Security Management (GMP) Its purpose is to: Ă˜ Protect the information used by organizations to run their business Ă˜ Understand and manage risks to the confidentiality, integrity, and availability of information Ă˜ Maintain information security for authentication and non-repudiation

GMP = General Management Practice

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IT Asset Management (SMP)

Its purpose is to plan and manage the lifecycle of all IT assets This in turn helps the organization to: Ø Ø Ø Ø Ø

Maximize value for customers Control costs and budgets Manage risks Make decisions in terms of purchase and reuse Meet regulatory and contractual requirements

ITIL 4 definitions IT assets: “Any financially valuable component that can contribute to delivery of an IT product or service

SMP = Service Management Practice

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Service Configuration Management (SMP)

Its purpose is to ensure that accurate and reliable information about the configuration of services, and the Configurations Items (CIs) that support them, is available when and where it is needed This includes information on how Configuration Items are configured and the relationships between them

ITIL 4 definitions Configuration Items, CI: “Any component that needs to be managed in order to deliver an IT service�

SMP = Service Management Practice

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Release Management (SMP) Its purpose is to make new and changed services and features available for use

ITIL 4 definition Release: �A version of a service or other configuration item, or a collection of configuration items, that is made available for use

SMP = Service Management Practice

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Deployment Management (TMP)

Its purpose is to move new or changed hardware, software, documentation, processes, or any other service component to live environments It may also be involved in deploying components to other environments for testing or staging

TMP = Technical Management Practice

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Monitoring and Event Management (SMP)

Its purpose is to: Ø Analyse service components Ø Record and report changes of state identified as events Ø Identify and prioritize infrastructure, services, business processes, and information security events Ø Establish the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents

ITIL 4 definitions Event: “Any change of state that has significance for the management of a service or other configuration item” Monitoring: ”Repeated observation of a system, practice, process, service, or other entity to detect events and to ensure that the current status is known”

SMP = Service Management Practice

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ITIL 4 Qualification Scheme

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Questions and answers

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