Philip Hearsum je přesvědčeným zastáncem ITSM obecně a ITILu obzvlášť. Už v době, kdy působil na rozličných pozicích v komerční a státní správě, se aktivně podílel na přípravě ITILu 2011. Od roku 2013 pracuje pro AXELOS, kde má na starosti celý ITIL. Patří tak k hlavním architektům připravované verze ITIL 4.

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Welcome to the
Future of ITIL®
Introducing ITIL 4!
ALVAO Inspiration Day
April 2019

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AGENDA
WHY DID ITIL NEED AN UPDATE?
THE ITIL UPDATE PROGRAMME
KEY CONCEPTS IN ITIL 4
ITIL 4 PRACTICES
ITIL 4 CERTIFICATIONS

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Today’s Presenter – Philip Hearsum
ITSM Portfolio Manager at AXELOS.
Working with the ITIL team and specialising in
Academia across the AXELOS portfolio.
Was part of the 2011 ITIL update team
Is a member of the ISO2000 (UK) committee
Is a member of the new ITIL4 LAT (Lead
architect Team)

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Why Did ITIL Need
an Update?

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What is a service?
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.

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Common ITSM “Anti-Patterns”
Watermelon SLAs “Join-The-Dots Implementations”
Maturity Improvement ProgrammesSingle Silver Bullet Mindset

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@bloreboy
The Service Era
What do these companies have in
common?

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@bloreboy
SERVICES!!
• We are moving into a Service age.
• Digitalisation and agility are paramount
• IT Enabled services affect us ALL
• Fourth industrial revolution
• Service Dominant Logic

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The ITIL Update
Programme

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Research &
Development
Community
End-Users & Practitioners
Consultants
Trainers
Evangelists
Thought Leaders
Heads of IT
Tool Vendors
Analysts
Subject
Matter
Experts
(NDA)
“For the community, by the community”
Lead
Architect
Team
AXELOS
160+
3,000+

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The six design principles for the Update
Modular
Allows independent
granular updates
Lean
Be ruthless about what
is “core” guidance
Practical
Core guidance should
be easy to understand
and adopt
Evolutionary
Ensure backward
compatibility, but show
a way forward
Collaborative
Crowdsource
development to
eliminate biases
Flexible
Show how ITIL can
integrate with emerging
practices and
frameworks
1 2 3 4 5 6

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Key Concepts in
ITIL 4

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Positioning ITIL in today’s IT Organization
ITIL – Shapes and connects the Service Organization
“Scaffolding Frameworks” – Develops,
runs and maintains products and
services
Products and Services
–
Co-create value for
stakeholders

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How ITIL 4 addresses ITSM “Anti -Patterns”
Focused on outputs not outcomes “Join-The-Dots Implementations”
Maturity Improvement ProgrammesSingle Silver Bullet Mindset
Focused on
customer centric
perspective
Reinforce adopt
and adapt
Shows how ITIL
works with other
frameworks
Reinforce continual
improvement in all
parts of the
organisation

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Language of ITSM: Delivering Value
VALUE
Service Provider

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Language of ITSM: “Co-Creating” Value
SERVICE
RELATIONSHIP
Consumers
Suppliers
Regulatory
Authorities
Service Provider

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The Four Dimensions of Service Management

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The Service Value System

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The Guiding Principles

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The Service Value Chain
Scalable Operating Model
Individual
Team
Enterprise

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Value Streams – Journeys Through The Value Chain
Customer Support
3
1
2
4
5
6
7
8

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ITIL Practices

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From Processes to Practices
“A way of working, or a way in which work must be done”
• Management structures
• Culture, skills and competencies
• Value streams and processes
• Information assets, tools and technologies
• Partner and supplier involvement

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Practices At A Glance
General (Business) Management Practices
• Originated in business domains, and adopted by Service Management
• Focused on overarching capabilities across multiple Value Chains
• 14 Practices
Service Management Practices
• Originated in Service Management domains
• Common goal but possibly different approaches across multiple Value
Chains
• 17 Practices
Technology Management Practices
• Originated in technology domains, and adopted by Service Management
• Focused on use of technology, as a service component
• 3 Practices

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General Management Practices
• Continual Improvement
• Enterprise Architecture
• Information Security Management
• Knowledge Management
• Measurement & Reporting
• Organisational Change Management
• Portfolio Management
• Project Management
• Relationship Management
• Risk Management
• Service Financial Management
• Strategy Management
• Supplier Management
• Workforce & Talent Management Significantly modified from ITIL v3
New to ITIL 4

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Service Management Practices
• Availability Management
• Business Analysis
• Capacity and Performance Management
• Change Control
• Incident Management
• IT Asset Management
• Monitoring & Event Management
• Problem Management
• Release Management
• Service Catalogue Management
• Service Configuration Management
• Service Continuity Management
• Service Design
• Service Desk
• Service Level Management
• Service Request Management
• Service Validation & Testing
Significantly modified from ITIL v3
New to ITIL 4

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Technolog y Management Practices
• Deployment Management
• Infrastructure & Platform Management
• Software Development & Management
Significantly modified from ITIL v3
New to ITIL 4

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ITIL 4
Certifications &
Transition

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Looking Ahead – ITIL 4 Content & Qualifications

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Structuring each book & cer tification
Learning
Objectives
Syllabus
Table of Contents
Non-examinable
material
Exam questions &
sample papers
Publication
manuscript
Practices
references
The core book is more
than an exam guide
Training will cover more
than just the core book
Practices Guides

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Structuring Practices
Guidance earmarked to
support ITIL 4 syllabuses
Guidance based on proven,
practical experience
Note: details on where, and how, to access Practices documentation will be available shortly

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Wrapping Up

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Coming soon
Supplementary content release – April 2019:
• ITIL 4, IT Service Management and Agile white paper
• ITIL 4 Key Concepts: VOCR the service value formula
• ITIL 4 & DevOps - cultural perspective
• Service science, service dominant logic, and ITIL 4 (Basics)
ITIL 4: Connecting the key concepts – April 2019
Create a flexible and effective architecture that delivers world-class IT-enabled
services with
the ITIL 4 key concepts.
ITSM Benchmark Report – May 2019
Discover the challenges that you and your organization are tackling in the new
complex business landscape, brought about by the ‘Fourth Industrial Revolution’,
and emerging technologies.

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Fur ther resources
To find out more…
www.axelos.com/itil-update
OR
www.axelos.com/welcome-to-itil-4
If you want to get in touch…
www.linkedin.com/in/bloreboy
www.twitter.com/bloreboy

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Thank You For
Your Time!
Questions?