The announcement of ITIL 4 in 2019 was a game change within the IT Service Management (ITSM) space. Unlike its family tree, ITIL V3 which sought to include almost every other frameworks in its lifecycle model, ITIL 4 rather decides to work with others. It views itself as just one of the many frameworks and therefore willing to work under more encompassing systems rather than seeking to be at the forefront.
This change in attitude helps ITIL 4 in sourcing a lot of content as well as ideas from other methodologies making the process much easier. Those who have agile, dev-ops, and lean practices would be surprised to know that ITIL 4 has brought some of the best practices from such frameworks.
Adjusting to Change: The Advancement of ITIL
As the framework took roots, more and more stakeholders participated in the evolution of the framework and that witnessed the coming out of ITIL Version 2 in very early 2000s. Developed in 2007 and further iterations and updates made in the years that followed, ITIL V3 worked across many industries due to its breadth on IT Service Management. Out of this it was estimated by 2009, the industry was churning in dramatic changes as a result of the growing demand for Agile, automation, DevOps, and Lean.
ITIL admitted that it was necessary to change and broaden its scope with the organizations which are changing in such areas.
Identifying Industry Challenges: The Reasons for ITIL 4 Several determinants in the business environment necessitated the formulation of ITIL 4.
Digital transformation: Most transactions were shifting online and people were increasingly turning to their mobile devices for business and IT-enabled goods and services as this was becoming the norm.
Increased speed of change: Business and technology changes became faster with every business demanding enhancement and new features quicker.
Emergence of Agile, DevOps, and Lean: Best practices like agile, devops and lean were adopted in their own right to support digital transformation and had their distinct areas of focus.
To stay relevant in this new landscape, a new digital operating model for IT Service Management was needed – one that could integrate these practices and enable businesses to compete effectively. ITIL 4 was born to address this need, connecting organizations with the Agile, DevOps, and Lean methodologies they were adopting.
Aligning with Agile Principles
Mobile application development arrived to our daily lives and our habits surely resisting this everyday activity is a challenge and it’s carried out with the help of mobile application.
Agile methodologies put more focus on people and their interaction than on tools and processes, on running software than on comprehensive documentation, on working together with the customer than on negotiation of contracts and on embracing change rather than on a set plan.
Such principles can be identified in ITIL 4 in the following aspects:
Progress to be made in small steps: This principle encourages organizations to take small steps rather than jump forward in one big step, which corresponds to Agile’s incremental development of software.
Get feedback and improve continuously: Agile methodology asserts the gathering of feedbacks regularly and making improvements as a support which is found in “Continual Improvement Principle” in ITIL 4.
Collaborate and promote transparency: Cooperation and openness are again promoted in ITIL 4 because there is a focus on the need to work with customers which again is the emphasis that is put across by practitioners in Agile.
Fulfilling such principles ensures that within ITIL 4 there are conditions appropriate for the Agile methodological approach allowing for rapid changes in the requirements of the organization and use of benefits for people faster.
Incorporating DevOps Practices
DevOps evolved as a paradigm to remove barriers that divide development from the operations forced to endure these boundaries. ITIL 4 provides for the assimilation into DevOps in some of the ways:
Service Value Chain: The Service Value Chain concept in ITIL 4 presents a holistic view of the activities required to deliver value, from planning and design to deployment and support. This aligns with the DevOps approach of integrating development and operations activities throughout the entire service lifecycle.
Continuous Delivery and Deployment: ITIL 4 adopts the DevOps conventions for distinct definitions of “deployment” (putting something in place) and “release” (making it available for use), supporting the continuous delivery and deployment practices central to DevOps.
Automation and Optimization: The “Optimize and Automate” principle in ITIL 4 encourages organizations to streamline processes and leverage automation, aligning with DevOps’ focus on automating the software delivery pipeline.
By integrating these DevOps practices, ITIL 4 helps organizations break down silos, foster collaboration between development and operations teams, and accelerate the delivery of value to customers.
Embracing Lean IT Principles
Lean IT practices focus on maximizing customer value by eliminating waste and optimizing operations. ITIL 4 incorporates Lean principles in several ways:
Value Stream Mapping: ITIL 4 emphasizes value stream mapping, a Lean technique for visualizing and optimizing the end-to-end flow of activities that deliver value to customers.
Eliminating Waste: The “Keep It Simple and Practical” principle in ITIL 4 encourages organizations to eliminate unnecessary complexity and waste, aligning with Lean’s focus on efficiency and waste reduction.
Continuous Improvement: ITIL 4’s “Continual Improvement” principle aligns with Lean’s emphasis on continuously identifying and eliminating waste, promoting a culture of ongoing optimization.
By incorporating these Lean principles, ITIL 4 helps organizations streamline their processes, eliminate waste, and focus on delivering maximum value to customers while minimizing unnecessary complexity and overhead.
The ITIL 4 Service Value System
At the heart of ITIL 4 lies the Service Value System (SVS), a holistic operating model that integrates various components to enable the creation and delivery of value. The SVS comprises five key elements:
Guiding Principles: A set of principles that guide decision-making and promote alignment with Agile, DevOps, and Lean practices.
Governance: Mechanisms to ensure compliance with organizational standards, regulations, and alignment with the parent organization’s goals.
Service Value Chain: A series of interconnected activities that convert customer requirements into valuable outputs, aligning with Agile, DevOps, and Lean methodologies.
Practices: A set of supporting practices that provide guidance and tools for executing service value chain activities effectively.
Continual Improvement: A mindset of continuous improvement embedded throughout the organization, fostering ongoing optimization and adaptation.
The Service Value System enables organizations to integrate Agile, DevOps, and Lean practices into their IT Service Management approach, ensuring alignment with business objectives and customer needs.
Enhancing Governance and Alignment
One noteworthy enhancement in ITIL 4 is the introduction of a robust governance framework. While previous versions of ITIL focused primarily on processes, ITIL 4 recognizes the importance of governance in enabling flexibility while maintaining control and alignment with organizational goals.
ITIL 4 adopts the “Cascade” concept from COBIT 2019, ensuring that activities undertaken within the Service Value Chain align with organizational policies, regulatory requirements, and stakeholder needs. This governance model helps organizations strike a balance between agility and control, enabling them to respond quickly to customer demands while maintaining compliance and alignment with strategic objectives.
Supporting High-Velocity IT Environments
ITIL 4 is designed to support the needs of digital enterprises and high-velocity IT environments, where rapid development, resilient operations, and value co-creation are essential. By integrating Agile, DevOps, and Lean practices, ITIL 4 enables organizations to:
Accelerate Development: ITIL 4 supports fast-paced development cycles, aligning with Agile and DevOps methodologies that prioritize frequent releases and continuous delivery.
Enhance Operational Resilience: The framework promotes collaboration between development and operations teams, enabling faster incident response, problem resolution, and overall operational resilience.
Foster Value Co-creation: ITIL 4 emphasizes the co-creation of value between service providers and consumers, fostering a collaborative environment where customer needs are continuously addressed and value is delivered iteratively.
By embracing these principles, ITIL 4 equips organizations with the tools and mindset required to thrive in the digital age, where agility, speed, and customer-centricity are paramount.
Certification and Career Pathways
To support the adoption of ITIL 4 and its alignment with Agile, DevOps, and Lean practices, a comprehensive certification scheme has been established. The certification ladder begins with the ITIL Foundation certification, providing a foundational understanding of the framework.
From there, individuals can choose to pursue either the Managing Professional or Strategic Leader path, depending on their career goals and professional aspirations:
Managing Professional Path: This path consists of four modules, focusing on the practical application of ITIL 4 principles and practices in managing IT services and operations.
Strategic Leader Path: This path comprises two modules, designed for those in leadership roles, emphasizing strategic decision-making, governance, and the alignment of IT services with organizational goals.
By offering these certification pathways, ITIL 4 empowers IT professionals to develop the skills and knowledge necessary to effectively integrate Agile, DevOps, and Lean methodologies into their IT Service Management practices, enabling them to drive organizational success in the digital age.
Conclusion
The launch of ITIL 4 is a major step forward for IT Service Management, aligning it with the growing adoption of Agile, DevOps, and Lean practices in today’s fast-paced industry. By integrating these modern approaches, ITIL 4 gives organizations the tools they need to successfully manage the complexities of digital transformation.
With its focus on creating value through collaboration, strong governance, and the Service Value System, ITIL 4 helps organizations streamline their processes and work more efficiently. By embracing Agile, DevOps, and Lean, it allows businesses to adapt to high-speed IT environments where agility, quick decision-making, and customer-focused outcomes are key.
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