Unlock the Value of ITIL 4 with 5 Key Takeaways That Can be Used Today Soumik Das NetCom Learning
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AGENDA Traditional perception and application of ITSM OVERVIEW OF ITIL 4 FOUNDATION ITIL benefits to organizations and Key Takeaways
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TRADITIONAL PERCEPTION AND APPLICATION OF ITSM 1. The way that (IT) service management has traditionally been applied has been to focus on delivering support, through processes and reactive work. However, frameworks such as ITIL have always included reference and guidance across the whole (development and operations) lifecycle. Despite this, support has been the main point of focus and the area mostly adopted by the operations community in the IT industry. 2. There has also been a tendency to see ITSM and ITIL as a ‘process’ framework. This has limited the perception of what ITSM actually is, and the value that should be derived from it, particularly in more recent times, when there has been more focus on ways of working, flexible and human-centred activities.
3. Additionally, as ITSM has been viewed in this way, primarily though the lens of a ‘process-based’ approach, ITSM has also been seen as prescriptive, rigid and doctrinaire. 4. To be clear, this has never been the goal or approach from ITIL, however, due to many poor implementations and misinterpretation of the ITIL framework, this image has persisted. However, the idea has always been to use ITIL as a guide rather than an orthodoxy – i.e. to ‘adopt and adapt’, and not to blindly be followed by the letter.
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OVERVIEW OF ITIL 4 FOUNDATION 1. ITIL 4 recognises the focus of modern IT organizations on digital transformation, customer experience and the drive for service excellence. The framework is designed to offer practical guidance to any organization looking to understand how to adopt and apply a best practice mindset and approach to their IT Service Management capabilities. 2. ITIL 4 is specifically designed to address the needs of all verticals and levels of maturity, whether an organization be high velocity in nature, steady and stable evolving through organic growth. The concepts and models defined can be used to deliver excellence and drive maturity in any approach to IT Service Management.
3. ITIL 4 is a significant development from previous version, although much of the detailed ‘practice’ content remains in a recognisable form. The context and positioning of ITIL has however developed as a strategic and unifying element across the business and technology landscape. The approach has changed to ensure that ITIL meets the needs of a modern digital based service management workforce.
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VALUE 1. ITIL4 has been clear that all misunderstandings must be removed and the true nature and value of ITSM must be clarified. Service delivery is usually a dynamic and ever-changing environment, and service management must be able to reflect this. 2. Value – The perceived benefits, usefulness and importance of something. Value does not simply equate to cost. The purpose of using any service is to achieve some beneficial outcome – complete a task, sell a product, transfer funds, update records, etc. ‘Value’ should be understood as the expected benefit(s) received from using the service.
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ITIL 4 OVERVIEW The structure of ITIL 4 is relatively easy to absorb and comprehend, as with all frameworks it is designed for organizations to evaluate, adopt and adapt in line with their own specific requirements and objectives.
ITIL 4 has been encapsulated into these main areas: 1. The Service Value System 2. The 4 Dimensions
3. The Service Value Chain 4. The Guiding Principles 5. ITIL Practices 6. Key Definitions
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THE SERVICE VALUE SYSTEM (SVS) The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. The SVS is a new concept for ITIL, although experienced practitioners will recognize its main proposition – that all aspects of technology creation, delivery and support are connected and must be working together. SVS facilitates integration and coordination of various organizational components and activities and provides a strong, unified, value-focused direction for the organization.
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FOUR DIMENSIONS OF SERVICE MANAGEMENT To support a holistic approach to service management, ITIL defines 4 dimensions that collectively are critical to the effective and efficient facilitation of value for consumers in the form of products and services. The 4 dimensions are the structure that must be in place within your organization to deliver an effective and efficient ITSM capability, they are relevant to and impact upon the Service Value System. They define the 4 key areas that must be The 4 Dimensions of IT Service Management are: 1. Organizations and People 2. Information and Technology 3. Partners and Suppliers 4. Value Streams and Processes
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THE SERVICE VALUE CHAIN The central element of the SVS is the Service Value Chain, an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services. The Service Value Chain is at the heart of the Service Value System, it enables organizations to deliver products and services in line with their own methodologies, standard and principles. The 6 elements of the Service Value Chain are: 1.Plan 2.Improve 3.Engage 4.Design and Transition 5.Obtain/Build 6.Deliver and Support
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THE SERVICE VALUE CHAIN • PLAN To ensure a shred understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization • IMPROVE To ensure continual improvement of products, services and practices across all value chain activities and the four dimensions of service management • ENGAGE To provide a good understanding of stakeholder needs, continual engagement with all stakeholders, transparency and good relationships with all stakeholders • DESIGN AND TRANSITION To ensure that products and services continually meet stakeholder expectations for quality, costs and time to market OBTAIN/BUILD To ensure that service components are available when and where they are needed, and meet agreed specifications • DELIVER AND SUPPORT To ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations
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THE GUIDING PRINCIPLES A guiding principle is a recommendation that guides an organization in ALL circumstances regardless of changes in its goals, strategies, types of work or management structure. A guiding principle is universal and enduring. Guiding principles support success actions and good decisions of all types and at all levels of the organization, these principles are reflected in Lean, DevOps, Agile, etc and allow for interaction and integration of multiple methods into a consolidated approach to service management. The 7 guiding principles are: 1. Focus on Value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7. Optimise and automate © 1998-2022 1998-2022 NetCom Learning © 1998-2020 NetCom Learning NetCom Learning
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ITIL MANAGEMENT PRACTICES 1. Practices are sets of organizational resources designed for performing work or accomplishing objectives. They are in essence all capabilities and resource a service provider needs to enact processes and procedures. 2. Practices recognise that service providers have always had capabilities rather than just processes and they understand that all ITSM organizations do not have a purely linear approach to process enablement. 3. ITIL 4 groups practices into 3 areas: 4. Management Practices – These have been adopted and adapted for service management from general business domains 5. Service Management Practices – These have been developed in service management and ITSM industries 6. Technical Management Practices – These have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services
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ITIL BENEFITS TO ORGANIZATIONS 1. Guarantee increased efficiency and success: Having an ITIL certified workforce allows your organization to pursue and adopt structural modifications that are aligned with the ITIL framework in other to achieve enhanced efficiency and effectiveness. When asking why is ITIL important, remember that the framework itself is designed to boost your overall organizational performance and by acquiring certification, your employees are automatically equipped with an extraordinary skill set that can work towards this general improvement. 2. Understand and utilize ITSM products that have ITIL aligned functionalities: There are plenty of ITSM software platforms in the market. In a study by Market Watch, the global ITSM market size was tallied at $2281.4 million. While there are a lot of ITSM providers that are ready to support organizations that deliver IT as a service, the most powerful ones operate alongside the ITIL framework. One of the ITIL benefits to individuals who obtain certification is acquiring the ability to easily grasp and use ITSM software that are specially designed for handing over ITIL aligned services and standardizing operations.
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ITIL benefits to organizations 3. Easily resolve issues by addressing the root cause: No organization operates on infinitely smooth waters, especially for those in IT services. Day after day your team is tasked to face incident requests which are elevated into problems that entail various steps and initiatives within your company. You’re required to keep a close eye on these actions. When an organization follows the ITIL framework, managing problems is focused on the root cause of incidents, which reduces the dreadful effects of issues and incidents stemming from mishaps within the IT infrastructure. If you’re still asking why is ITIL important, adopting the framework also equips you with a solid prevention scheme, since it is designed to avoid recurring incidents linked to previously detected errors. 4. Boost ROI of IT assets: We know you’re thinking about ITIL advantages and disadvantages. The minute you thought about implementing ITIL, you already asked yourself if investing in it would be worth it, and it is when you make the calculations. Incorporating the ITIL framework brings great financial returns to any business with IT resources. It allows enterprises to make the most out of their IT assets, and its efficient and automated workflows also usher in a huge deal of monetary savings.
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ITIL benefits to organizations 5. Improved customer satisfaction: With ITIL, your organization will operate on a framework that transforms your company by addressing multiple aspects that deal with providing customers a wellrounded experience with your brand. These aspects include your service desk, upskilling and coaching your employees, delivering on service strategy to your customers and enforcing control over your profit chain, among others. Your organization’s reputation will earn more recognition, and increased customer satisfaction is already written in the stars. In fact, recent research has proven a direct correlation between customer satisfaction and ITIL implementation. As the ITIL framework becomes increasingly adopted in your organization, both customer satisfaction and operational performance are enhanced.
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