ITIL 4 The Next Evolution

Transcription

1 ITIL 4 The Next Evolution info@itsmacademy.com Donna

2 About ITSM Campus ITIL Foundation ITIL Practitioner Certified Process Design Engineer (CPDE) ITIL Intermediates and MALC VeriSM Plus and Foundation* DevOps Campus DevOps Foundation ITSM for DevOps DevOps Test Engineering (DTE) DevOps Leader (DOL) Continuous Delivery Architecture (CDA) DevSecOps Engineering (DSOE) Value Stream Mapping (VSM) Facilitator* Agile Service Management Overview Certified Agile Service Manager (CASM) Certified Agile Process Owner (CAPO) Site Reliability Engineering (SRE) * 2 Since 2003 Tens-of-Thousands Trained and Certified Learner Portal my.itsmacademy.com GAME ON! An Interactive Learning Experience Public Classes / Virtual Classes Corporate On-Site Classes Including Sims and Workshops Courseware Licensing Alumni Program DevOps Institute REP Strategic Partner of AXELOS PMI Global Education Provider Certified Woman-Owned * Coming in 2019 ITIL is a Registered Trade Mark of the AXELOS Limited. DevOps Foundation, All other Trademarks are from The DevOps Institute.

3 Agenda Set the stage ITIL 4 key concepts The road ahead 3

4 Flipping the Four 4

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

6 The ITIL 4 Library ITIL 4 Foundation Live 2/28/19 6 Available for pre-order

7 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 7 ITIL 4 Text - 1.1

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

9 ITIL 4 Modernizes ITSM ITIL 4 provides the guidance organizations need to Address new service management challenges Utilize the potential of modern technology Copyright AXELOS Limited Used under permission of AXELOS Limited. All rights reserved.. 9 ITIL 4 Text 1.2

10 [...] 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 10

11 The ITIL 4 Service Value System Encourages Systems Thinking Value is co-created! Copyright AXELOS Limited Used under permission of AXELOS Limited. All rights reserved.. 11 ITIL 4 Text 4.1

12 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 Copyright AXELOS Limited Used under permission of AXELOS Limited. All rights reserved.. 12 ITIL 4 Text 4.5

13 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 The four dimensions, united by a common purpose, is a practice a set of organizational capabilities for performing work or accomplishing an objective. Copyright AXELOS Limited Used under permission of AXELOS Limited. All rights reserved. 13 ITIL 4 Text 5

14 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 14 Technical management practices Deployment management* Infrastructure and platform management Software development and management High-level overviews of each practice are provided in the ITIL 4 Foundation publication. ITIL 4 Text 5

15 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 15 ITIL 4 Text 1.2

16 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 16

17 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 17 ITIL 4 Text 4.3

18 ITIL Will Come Together in the End Forge your own way through continual improvement. 18

19 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! 19

20 The Current ITIL 4 Reality Coming 2 nd Half 2019 ITIL 4 Foundation Live 2/28/19 20

21 On Campus ITIL 4 Foundation February hour certification course Be among the first in the world! Value Stream Mapping Facilitator March 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 hour certification course Focuses on adopting and adapting ITIL best practices Visit our website for full course details and dates. 21

22 Questions?

23 Thank You for Attending!