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What is ITIL?
The systematic approach to high quality IT service
IT service is aligned to the customer need
Interaction between process.
best practice for IT Service Management.
Reduce cost to service because of use of standard process
ITIL is NOT
A methodology
A set of processes and procedures
Service Strategy
Market Intelligence
Financial Management
Service Portfolio Management
Demand management
Risk Management
Service Design
Design
Service portfolio management
Service catalog management
Service Level Management
Capacity management
Availability management
Service continuity management
Information security management (ISO 27K & 20K)
Supplier and Contract management
Organizational change and communications
Service Transition
Change Management
Service asset and configuration management
Knowledge management and Service Knowledge Management System
Service release and deployment planning
Performance and risk evaluation
Testing
Acquire, build, test and pilot
Service release acceptance test and pilot
Deployment, DE-commission and transfer
Service Operation
Monitoring and event management
Incident management
Request fulfillment (Standard Changes)
Problem management
Access Management
Service desk
Continual Service Improvement
Measurement and control
Service measurement
Service assessment and analysis
Process assessment and analysis
Service Level Management
Improvement planning
Some Changes
Combined into a single process, in ITIL V3 more carefully defined, and separated
Deployment specifically means to put things in place, ready for use
Release is the term covering making something available for users to use
In ITIL 4 an incident is something that actually affects a user
An issue which has the potential to impact a service
something to be prevented before it does damage
In V3 you have to check the understanding of the difference between process and function
Now all these are bundled under a single term "practice"
This makes something easier that never needed to be complicated,
things that actually are processes
ITIL V4 has kept what people liked about ITIL V3
Rethink with some smart thinking, rearrangement, and re-pitching of the previous approach
ITIL 4 has brought together successful ideas from across the broadest range of existing ITIL frameworks
a supportive and constructive set of advice that works much better in the current environment
Practices + Process (makes it more inclusive)
Every Process consists some sort of human interaction during its implementation , thus ITIL 4 includes Process as well as Practices which makes it more inclusive as compare to ITIL 3 .
Replacement of the service life-cycle to ITIL SVS (ITIL service value system )
The center of this model is service Value chain connected with following areas :
Engage – Plan – Design & Transition – Obtain/Build – Design & Transition – Deliver & Support – Improve
Focus on the "co-creation of value" (Associated to the IT service Management)
"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."
seven major ITIL guiding principles followed by ITIL4
1.Focus on value
2. Start on value
3. Progress iteratively with feedback.
4. Collaborate and Promote visibility
5. Think and work holistically.
6.Keep it simple and Practical.
7.Optimize and automate
Increment of ITIL 4 Practices compare to ITIL v3 Processes.
Total Number of Practices are now 34 including general management and service management than there ITIL v3 Processes (26) plus.
The 4 P's of ITIL v3 are a change to four dimension of service management .
1. Organization and people
2. Information and technology
3. Partners and Suppliers
4. value streams and processes.
Changing of CSI model ,
Add an extra "Take action" step to the CSI model which now known as "Continual Improvement".
Governance now has a proper seat at the ITIL table
Governance present prominently in the ITIL 4 SVS and a full chapter (4.4) on it in the Foundation book
A brighter light has been shone on automation
The purpose of automation in IT is to make work better faster and cheaper , that's why we say that "automation is our friend'.
Automation principal in ITIL v4 says that
"Resources of all types , particularly human resources should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value".
Enterprise service management is and isn’t mentioned
There's no mention of "enterprise service management" in new book .
Only these three lines contains some information about it
1. "Service management is evolving and so is ITIL, the most widely adopted guidance on IT Service management (ITSM)"
2. "A comprehensive and Versatile tool set for ITSM practitioners".
3. "Key concept of service management".
This works focuses on collobartion,customer feedback and small and rapid releases.
The agile helps to manage complex projects .
Individual and team interactions over processes and tools
Working software over comprehensive documentation
Customer collaboration over contract negotiation
Responding to change over following a plan
Devops is a software development method which focuses on communication, integration, and collaboration among IT professionals to enables rapid deployment of products. Its helps you to improve the speed and accuracy to deliver the service and applications .
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ITIL® V4’s first certification release will be at the Foundation level
ITIL® Specialist modules (3)
Create, Deliver, Support
Driver Stakeholder Value
High Velocity IT
ITIL® Strategist
Direct, Plan, Improve
ITIL® Leader
Digital & IT Strategy
ITIL® Master