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ITIL 4 Framework

ITIL 4 formerly known as for Information Technology Infrastructure Library is regarded as the best practice guidance for IT Service Management.

The ITIL® framework has been around for a very long time. It has gone through a lot of evolutionary change and updates and the latest is the ITIL® 4. ITIL® 4 was announced in 2018 and was officially released February 2019.

The ITIL® 4 enables IT teams, to continue their vital role in modern business strategy. It expands on the previous versions, supporting existing investments in ITIL®, and provides a full-service digital operating model for delivering and operating tech-enabled products and services.

What this means is that it supports emerging technologies, such as robotics and A.I, by offering more practical and flexible support as technologies continue to develop. Although it still retains all the best bits from the previous version, ITIL® 4 will place a much greater emphasis on working holistically, especially when it comes to products and services delivery, and on the importance of working collaboratively.

The main components of the ITIL® 4 framework are the

> ITIL Service Value System and

The Four dimensions model.

The ITIL® SVS describe how both the component and the activities on which an organization works to enable Value creation.

These coupled with the organization’s resources can be configured and reconfigured in several flexible ways but it requires the incorporation and coordination of the activities, practices, teams, authorities, customers, stakeholders etc; to be truly effective. This is to provide a strong value-focused direction for the organization.

The main input to the SVS is opportunity and demand. Opportunities are represented by possible ways to add value for stakeholders or ways to improve the organization. Demand is the need or desire for a particular product s service which could be amongst internal or external consumers.

The main outcome of SVS is value and its purpose is to ensure that the organization continually co-create with all stakeholders through the use and management of products and services.

The core components of the ITIL® SVS are:

  ITIL® Service Value Chain
  ITIL® Practices
  ITIL® guiding principles
  Governance
  Continual improvement.

ITIL Service Value Chain

The SVC is a set of interconnected activities that an organization performs to deliver a valuable product or service to its customers and to realize value.

The ITIL Service Value chain provides an operating model for the creation, delivery and active continual improvement of services. It is a flexible model which defines the 6 key activities that can be combined in many ways to form multiple value systems.

The 6 value chain activities are :

  Plan
〉  Improve
  Engage
〉  Design and Transition
〉  Obtain/Build
〉  Deliver and support

The flexibility of the Service Value Chain makes it easy to be easily adaptable to multiple approaches including DevOps and centralized IT. this is to address the needs for multiple modes service management. The adaptability of the Service Value chain also enables an organization to react to the changing requirements from their stakeholders in a more efficient and effective way.

ITIL Guiding principles

The guiding principles are the recommendations that can guide an organization in all circumstances regardless of the changes in goals, strategies, objectives, work-type or its managerial structure. These principles are also reflected in other frameworks such as Agile, DevOps, Lean and COBIT.

The Guiding Principles in ITIL 4 are :

  Focus on Value
  Start where you are
  Progress iteratively
  Collaborate and promote visibility
  Think and work holistically
  Keep it simple and practical
  Optimise and Automate

Organisational Governance

Organizational governance is the means through which an organization is directed and controlled. Every organization has a governing body that is responsible for the overall performance and compliance of the organization.

Organizational governance  can be achieved through the following activities:

Evaluate – the evaluation of the organization, strategy and its relationship with other parties.

Direct – the governing body assigns the role for and directs the preparation and implementation of organizational strategies and policies.

Monitor – the governing body monitors the performance of the organization and its activities, products, and services. This is to ensure performance is in accordance with the policies and directions.

Continual Improvements

This is a recurring organizational activity that is performed at all levels in all areas of an organization, from strategic to operational. This is to ensure that an organization’s performance continually meets the stakeholders’ expectations.

The ITIL 4 framework supports continual improvement with the Continual improvement model which can be used as a high-level guide to support improvement initiatives.

The use of the model increases the chances of ITIL initiative being successful and also puts a strong focus on customer value and ensure efforts can be linked back to the organization’s vision.

The continual improvement model supports working iteratively, dividing roles into manageable goals that can be achieved incrementally.

ITIL Practices

ITIL practices are a set of organizational resources that are designed for performing tasks or accomplishing a set objective.

The resources are grouped into the four dimensions of Service Management which are explained below.

The ITIL 4 framework defines 4  dimensions that support a holistic approach to service management. They are quite critical to the effective and efficient facilitation of value for both customers and other stakeholders in form of products and services.

The 4 dimensions are :

〉 Organisations and people
〉 Information and technology
〉 Partners and Suppliers
〉 Value Streams and Processes.

Interested in attending ITIL® 4 training or sitting exam?


Harrybaker Training Institute is an accredited training organisation accredited to conduct ITIL® 4 training

 

 

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