1. © ITSM Academy unless otherwise stated
Donna Knapp
@ITSM_Donna
ITIL 4® – The Next Evolution
#askitsm
@ITSMAcademy
info@itsmacademy.com
www.itsmacademy.com
www.itsmprofessor.net

2. 2© ITSM Academy unless otherwise stated
About…
 ITSM Campus
 ITIL® Foundation
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 DevOps Leader (DOL) ®
 Continuous Delivery Architecture (CDA)®
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 Value Stream Mapping (VSM) Facilitator*
 Agile Service Management Overview
 Certified Agile Service Manager (CASM)®
 Certified Agile Process Owner (CAPO)®
 Site Reliability Engineering (SRE)®*
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Certified
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 GAME ON! An Interactive Learning
Experience®
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ITIL® is a Registered Trade Mark of the AXELOS Limited.
DevOps Foundation®, All other Trademarks are from The DevOps Institute.
* Coming in 2019

3. 3© ITSM Academy unless otherwise stated
Agenda
 Set the stage
 ITIL 4 key concepts
 The road ahead

4. 4© ITSM Academy unless otherwise stated
Flipping the Four

5. 5© ITSM Academy unless otherwise stated
The Stages of Change Acceptance
From leanchange.org
The Kübler-
Ross Change
Curve
Create Alignment
Maximize Communication
Spark Motivation
Develop Capability
Share Knowledge

6. 6© ITSM Academy unless otherwise stated
The ITIL 4 ‘Library’
Available for pre-order
ITIL 4 Foundation – Live 2/28/19

7. 7© ITSM Academy unless otherwise stated
Why ITIL Needed to Evolve
 Every organization is a service provider and
a service consumer
 Every organization’s services are IT-enabled
 Technology is advancing faster than ever
before
 IT service management (ITSM) as a key
strategic capability
ITIL 4 Text - 1.1
www.axelos.com/global-itsm-research-programme

8. 8© ITSM Academy unless otherwise stated
The Scope of ITIL 3/2011
Demand ValueAnalyze Design Build Transition Consumption / use
?
Run
Applying Agile, Lean and DevOps principles to ITSM modernizes the approach and
improves the ability of ITSM to deliver benefits.
Agile
Lean
DevOps
SRE

9. 9© ITSM Academy unless otherwise stated
ITIL 4 Modernizes ITSM
 ITIL 4 provides the guidance organizations need to
Address new service management challenges
Utilize the potential of modern technology
ITIL 4 Text – 1.2
Copyright © AXELOS Limited 2018.
Used under permission of AXELOS Limited.
All rights reserved..

10. 10© ITSM Academy unless otherwise stated
“[...] vision without systems thinking ends up
painting lovely pictures of the future with no
deep understanding of the forces that must
be mastered to move from here to there.”
Peter M. Senge

11. 11© ITSM Academy unless otherwise stated
The ITIL 4 Service Value System Encourages Systems Thinking
ITIL 4 Text – 4.1
Copyright © AXELOS Limited 2018.
Used under permission of AXELOS Limited.
All rights reserved..
Value is
co-created!

12. 12© ITSM Academy unless otherwise stated
The Service Value Chain Outlines Key Activities
 Reflects the full lifecycle, from
ideation to service consumption
 Includes 6 value chain activities
 Ensures agility by
Supporting multiple value streams
Including multiple feedback loops
 Is supported by practices
ITIL 4 Text – 4.5
Copyright © AXELOS Limited 2018.
Used under permission of AXELOS Limited.
All rights reserved..

13. 13© ITSM Academy unless otherwise stated
Value Chain Activities Use Different Combinations of Practices
 Each ITIL practice
Supports multiple service value chain
activities
Includes resources based on the four
dimensions of service management
ITIL 4 Text – 5
Copyright © AXELOS Limited 2018.
Used under permission of AXELOS Limited.
All rights reserved.
The four dimensions, united by a common
purpose, is a practice…a set of organizational
capabilities for performing work or
accomplishing an objective.

14. 14© ITSM Academy unless otherwise stated
ITIL Practices have Diverse Origins
General management practices
• Architecture management
• Continual improvement**
• Information security*
management
• Knowledge management
• Measurement and reporting
• Portfolio management
• Organizational change
management
• Project management
• Relationship management*
• Risk management
• Service financial management
• Strategy management
• Supplier management*
• Workforce and talent management
Service management practices
• Availability management
• Business analysis
• Capacity and performance
management
• Change control**
• Incident management**
• IT asset management*
• Monitoring and 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 and testing
Technical management practices
• Deployment management*
• Infrastructure and platform
management
• Software development and
management
ITIL 4 Text – 5
High-level overviews of each
practice are provided in the
ITIL 4 Foundation publication.

15. 15© ITSM Academy unless otherwise stated
Continual Improvement is Key
Organizations are encouraged to
 Use ITIL to adopt a service management
approach
 Adapt the ITIL guidance to their own specific
needs and circumstances
ITIL 4 Text – 1.2

16. 16© ITSM Academy unless otherwise stated
“Principles are underlying truths that don’t
change over time or space, while practices
are the application of principles to a
particular situation.”
Mary Poppendieck

17. 17© ITSM Academy unless otherwise stated
ITIL 4 Guiding Principles
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate
ITIL 4 Text – 4.3

18. 18© ITSM Academy unless otherwise stated
ITIL Will Come Together in the End
Forge your own way through continual improvement.

19. 19© ITSM Academy unless otherwise stated
For Now, Continue Your Journey
 Honor the past
 Accept your currently reality
Draw from any and all
frameworks, methods and yes,
versions of ITIL to continually
improve
 Look to the future
Leverage ‘My ITIL’
 Rest assured
Core concepts remain intact
Your investments are protected
You’ll figure out the best way for
your organization to evolve
Just keep learning!
www.axelos.com/professional-development/my-itil

20. 20© ITSM Academy unless otherwise stated
The Current ITIL 4 Reality
ITIL 4 Foundation – Live 2/28/19
Coming 2nd Half 2019

21. 21© ITSM Academy unless otherwise stated
On Campus
ITIL 4 Foundation – February 12-15
 16-hour certification course
 Be among the first in the world!
Value Stream Mapping Facilitator – March 20-21
 16-hour, non-certification workshop
 Focuses on the role of value stream mapping facilitator
 Takes a deep dive into value stream mapping techniques
ITIL Practitioner – June 10-13
 16-hour certification course
 Focuses on adopting and adapting ITIL best practices
Visit our website for full course details and dates.

22. © ITSM Academy unless otherwise stated
Questions?
#askitsm
@ITSMAcademy
info@itsmacademy.com
www.itsmacademy.com
www.itsmprofessor.net

23. © ITSM Academy unless otherwise stated
Thank You for Attending!