ITIL 4 still includes elements of the previous ITIL version which remain very basic for service management and ITSM. ITIL 4 provides a new digital operation model as a practical and flexible basis, designed to help organizations implement technology. ITIL 4 also discusses the impact of technology on business, and the integration of ITIL best practices (ITIL Practices) with Agile, DevOps, and digital transformation.
The key elements of ITIL 4 are The four dimensions, The guiding principles, shifts from processes to practices, and ITIL service value system (SVS).
⦁ Service Value System (SVS)
Is part of ITIL 4 that facilitates value co-creation. SVS shows how all organizational components and activities work together for value creation. SVS has an interface with other organizations so as to form an ecosystem where values can be mutually created for organizations in it, namely for stakeholders, and customers.
A core part of SVS is the service value chain, which is a flexible operational model for the creation, delivery and improvement of service quality. There are six key activities in the service value chain, namely: plan; improve; engage; design and transition; obtain / build; and deliver and support. These activities can be combined in different sequences so that the service value chain allows an organization to define various variations of value streams, as well as in the service life-cycle of ITIL 3. With service value chain flexibility an organization can adapt to changes in a dynamic environment.
⦁ The Four Dimension
ITIL 4 approach to service management is holistic. Therefore ITIL 4 defines four dimensions that are critical for value creation for stakeholders including customers. The four dimensions are:
- Organizations and people - corporate culture must support organizational goals with the right number and competence of Human Resource.
- Information and technology - this refers to information, knowledge and technology needed for service management in SVS.
- Partners and suppliers - discuss suppliers involved in the design, development, delivery, support, and continuous improvement of service and supplier relations with the organization.
- Value streams and processes - discuss the parts of the organization that work together in a coordinated and integrated manner. This is to show the importance of value creation through products and services
Sufficient attention must be paid to each of these dimensions so that SVS remains balanced and effective.
⦁ ITIL Guiding Principle
There was a change in the ITIL Guiding Principle of ITIL 3, namely the reduction of the ITIL Guiding Principle which had previously been nine to only seven. The aim of the ITIL Guiding Principle is to help IT professionals to adapt the ITIL 4 framework to suit their needs. The ITIL Guiding Principle must always be adhered to in all stages of service delivery to help professionals make decisions. The seven 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.
⦁ Shifting from Process (Procesess) to Practices (Practices)
ITIL 3 uses a process to manage IT services. ITIL 4 extends the process into practices that are equally important and as valuable as ITIL processes 3. Through processes, elements such as culture, technology, information, and data management can be considered to gain a holistic picture of how organizations work.
SVS has 34 management practices that are a set of organizational resources to carry out operations in achieving organizational goals.
- https://www.axelos.com/itil-update accessed on April 4, 2019
- https://yasm.com/wiki/en/index.php/ITIL_4_vs_ITIL_V3 accessed on April 4, 2019
- https://www.joetheitguy.com/2019/03/06/10-key-changes-in-itil-4-and-my-take-on-them/ accessed on April 4, 2019
- https://wiki.en.it-processmaps.com/index.php/ITIL_4 accessed on April 4, 2019
- https://en.wikipedia.org/wiki/ITIL accessed on April 4, 2019