ITIL reference framework, training and certification and tools have been used by IT Service Management practitioners around 30 years. ITIL 4 is the latest revision of ITIL framework released in 2019. ITIL 4 has revisited practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.
The life cycle phases (strategy, design, transition, operation) in ITIL v3 are not used in ITIL 4
ITIL 4 introduces Service Value System (SVS) comprising activities and practices. The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. Each organization’s SVS has interfaces with other organizations, forming an ecosystem that can in turn facilitate value for those organizations, their customers, and other stakeholders.
The six value chain activities are:
- design and transition
- deliver and support.
These activities represent the steps an organization takes in the creation of value.
A practice is a set of organizational resources designed for performing work or accomplishing an objective. These resources are grouped into the four dimensions of service management. The dimensions are:
- organizations and people
- information and technology
- partners and suppliers
- value streams and processes
Please note the following changes in the concepts and terminology between ITIL v3 and ITIL 4.
|ITIL v3||ITIL 4|
|Life cycle approach||Value stream approach|
|Service Excellence: Provider deliver services to the consumer organisation by providing efficient services||Value co-creation: Provider co-creates value by collaborating with the consumer organisation|
|Life cycle phase contains processes||Value Stream activities contain practices. Practices have four dimensions: organizations and peopleinformation and technologypartners and suppliers value streams and processes|
|One to one relationship between process and life cycle phases (though relationship with other processes are defined)||A practice is often grouped under many Value Stream activities|
|Often interpreted as linear model||promotes iterative, agile approach|
|5 life cycle phases, 26 processes||6 Service Value Stream Activities, 34 practices General Management practices: 14 Service Management: 17 Technical management: 3|
Please refer the Rating Criteria
|Longevity||(5 / 5)|
|Industry Adoption||(2 / 5)|
|Tool support||(3 / 5)|
|Training Support||(5 / 5)|
|Assessment support||(2 / 5)|
Industry adoption: ITIL 4 is released in 2019.
Assessment support: ITIL is not intended for Compliance or Maturity Assessment. There are third party providers who can do assessment for self-improvement. If the organisation needs a standard assessment, they need to consider ISO/IEC 20000 or CMMI-SVC.
ITIL Service Value System (SVS)
ITIL 4 introduces a Service Value System. The concept is different from Service Life Cycle of ITIL v3.
Please refer ITIL4 Service Value System description for more details
ITIL has a very good tool support. Please review Tools category.
There are multiple skills needed to master ITIL. Please refer to individual processes that map to specific SFIA skills.
ITIL is supported by a well established training and certification scheme. The certification is managed by Axelos.
Be the first to leave a review.