Part one: What’s new in ITIL 4?
Until 18th February, when the ITIL 4 Foundation book is released to the public, instructors and professionals who have been involved in the update of ITIL 4, have signed a Non-Disclosure Agreement with AXELOS and cannot release information that has not already been released by AXELOS. However, the following public information may help bring some more clarity as to what is new in ITIL 4.
The difference between ITIL v3 and ITIL 4:
The outline of the Foundation course gives you some indication of what is NEW and what is the same.
- Service Management: Key Concepts
Value and Value Co-Creation – NEW
Value: Service, Products, and Resources
Value: Outcomes, Costs, and Risks
- The Guiding Principles – NEW
The Seven Guiding Principles – NEW
Applying the Guiding Principles – NEW
- The Four Dimensions of Service Management – NEW
Organisations and People – NEW
Information and Technology – NEW
Partners and Suppliers – NEW
Value Streams and Processes – NEW
- External Factors and Pestle Model – NEW
- Service Value System – NEW
Overview of Service Value System – NEW
Overview of the Service Value Chain – NEW
- Continual Improvement
Introduction to Continual Improvement
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles – NEW
- Overview of ITIL Practices (rather than processes) – NEW
Purpose of ITIL Practices – NEW
The Continual Improvement Practice
The Change Control Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Practice
What has changed in the library?
The certification designations give an indication of how the new library will look.
See the new ITIL 4 Certification Path on our web site. At this stage, this is all the information AXELOS has released to training providers.
Part two: Assessment guide – Does your organisation need ITIL 4?
If you answer yes to any or most of these questions, then you are certainly operating a digital organisation and you need ITIL 4.
- Do your customers interact with you electronically?
- Have you adopted cloud services?
- Have you subscribed to Anything as a Service (IaaS, PaaS, etc)?
- Do you want to better leverage the data you hold in your organisation?
- Is there any group in your organisation using Agile anything?
- Do you have software developers in-house?
Case studies and additional information
Keep in mind that the ITIL 4 framework is brand new and is not specifically mentioned in existing white papers and case studies. However, wherever you see the word “governance” in these papers, it’s important to remember that ITIL is the framework we have been using and evolving for over 30 years to help us enable and satisfy governance.
ITIL 4 retains all the learnings of the past 30 years, including processes we are very familiar with, such as Incident Management and Release Management (for example), but adapts these to current practices, such as Agile, Lean and DevOps.
You will find supporting information in the papers below provided by AXELOS:
Part three: Examples of Digital Transformation from other organisations
ITIL 4 is not a new version; it is called ITIL 4 in reference to the 4th Industrial Revolution – The Digital Revolution, that leverages from the building blocks from the 3rd Revolution – The Technological Revolution. AXELOS considers ITIL 4 a new generation framework.
Here are some other articles that may help you put ITIL 4 in the context of the Digital Transformation that many organisations have already embraced.
This is the best article if you have the patience to read it all:
Additional articles that may be of some value:
Part four: Courses to support the transformation