About ITIL® 4

ITIL®, a professionally recognized certification scheme, supports organizations and individuals to gain optimal value from IT and digital services. It helps define the direction of the service provider with a clear capability model. It aligns them to the business strategy and customer needs. ITIL® provides comprehensive, practical and proven guidance for establishing a service management system. Also, ITIL® promotes a common glossary of terms for businesses using IT enabled services.

Today’s digital transformation involves new requirements for organizations to succeed. Thus, they have to be more agile and adopt different ways of working. ITIL® 4 proposes a practical and flexible basis to support them. It helps organizations connect and align challenges relevant to ITSM and to a wider range of professionals. By doing so, ITIL® 4 ensures IT teams continue to play a crucial role in wider business strategy.

Differences between ITIL® V3 and ITIL® 4

ITIL® supports organizations and individuals to gain optimal value from IT and digital services. The principles, processes and activities covered within the ITIL® v3 provide essential knowledge that will contribute to a better comprehension of ITIL® 4. It will keep supporting professionals with the challenges faced in their work environment. Continuing your v3 journey will grant you valuable skills to help solve today’s business problems.

Changes include:

  • The context of ITIL® 4 is now much bigger with an emphasis on today’s business and technology world and how it will work in the future with digital transformation.
  • ITIL® 4 promotes a holistic view of delivering products and services
  • ITIL® 4 is the best practice that supports organizations in navigating ongoing change
  • ITIL® 4 supports faster quality and value driven delivery for people and organizations

ITIL® Transition from V3 TO ITIL® 4

The ITIL® 4 Certification Scheme is aligned with ITIL® v3 which makes it simple to transition. You can collect credits until the ITIL® v3 exams are discontinued in 2020. If enough points are accumulated, the Managing Professional transition course becomes available. Then you will be eligible to fast track the v3 Managing Across Lifecycle course exam.

Download the document below to have a better understanding of the recommended journeys for ITIL® v3 candidates to transition across to ITIL® 4.

The benefits of moving to ITIL®4 include:

  • Demonstrates that you have the knowledge to navigate the modern digital landscape
  • Shows that your certification/skills are up-to-date

All recommended routes that allow you to transition while still gaining the skills and knowledge needed to understand the core concepts of ITIL® 4 are presented in the document below:

Download PDF (EN)
Download PDF (FR)

The ITIL® 4 Scheme is simplified and modern approach that offers relevant content and provides professional with clear paths to continue their ITIL® journey. The ITIL® certification scheme is structured as follow:
  • ITIL® Foundation
  • ITIL® Specialist (3 modules)
  • ITIL® Strategist
  • ITIL® Master
Download the ITIL® Certification Schema document below to have more information:
Download PDF (EN) Download PDF (FR)  

SERVICE VALUE SYSTEM

ITIL® 4 has evolved beyond the delivery of services to providing end-to-end value delivery. The focus is now on the co-creation of value through service relationship.

The updated framework will focus on facilitating value co-creation via a service value system (SVS). The SVS represents how different components and activities can work together, in any type of organization, to facilitate value creation through IT enabled services.

In ITIL® 4, customers are an essential element in the process of creating value.

 
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SERVICE VALUE CHAIN

Incorporated within the SVS is the service value chain (SVC). The service value chain is a set of interconnected activities. When sequenced in the right way, they provide an operating model for the creation, delivery, and continual improvement of services. The SVC allows an organization to define variants of these sequences known as value streams. The v3 service lifecycle is one example.

The service value chain is flexible and can be adapted to multiple approaches, including product-focused delivery teams, DevOps, and centralized IT.

The adaptability of the value chain enables organizations to react to changing demands from their stakeholders in the most effective and efficient ways.

FOUR DIMENSIONS

To support a holistic approach to service management, ITIL® also defines four dimensions. Collectively they facilitate value for customers and other stakeholders in the form of products and services.

The four dimensions represent perspectives which are relevant to the whole SVS. All apply to both service management and to the services being managed across the whole organization.

 
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The ITIL® guiding principles, first introduced in ITIL® Practitioner, are at the core of ITIL® 4. The guiding principles help IT professionals to adopt and adapt ITIL® guidance to their own specific needs and circumstances. These guiding principles can (and should) be followed at every stage of service delivery. They allow professionals to define approaches and navigate difficult decisions. 

The ITIL guiding principles are:

  • 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

The “processes” from ITIL® v3 are expanded in ITIL® 4 and they are described as practices. The value and importance provided by the current ITIL® processes is maintained in ITIL® 4. At the same time, practices are integrated to different areas of service management and IT, from demand to value. The new framework reinforces a flexible and non-siloed approach. Thus, the application of ITIL® practices considers other elements such as:

  • Culture
  • Technology
  • Information and data management
  • And more.

This holistic vision of a way of working is known as a “practice” in ITIL® 4, and forms a fundamental part of the ITIL® 4 framework.

The ITIL SVS includes 14 general management practices, 17 service management practices, and three technical management practices, all of which are subject to the four dimensions of service management.

 
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INTEGRATION WITH OTHER PRACTICES AND NEW WAYS OF WORKING

ITIL® 4 reflects other frameworks and integrates new ways of working. The guiding principles foster a customer centric culture of collaboration, working holistically and gaining continual feedback. ITIL® 4 provides the flexibility needed to adopt and adapt what is relevant to each business and organizations. This sets ITIL® and service management in a strategic context, bringing together ITSM, Development, Operations, business relationships and governance in a holistic approach.

The ITIL® 4 framework also includes governance activities that enable organizations to continually align their operations with the strategic direction. ITIL® 4 provides organizations with a simple and practical improvement model to maintain their resilience and agility in a constantly changing environment.