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Why ITIL?
ITIL 4 foundation
Imagine two employees discussing ITIL
Imagine two employees discussing ITIL
Why has ITIL become so
popular these days?
Why ITIL?
ITIL 4 foundation
Click here to watch the video
Imagine two employees discussing ITIL
Large, medium, and small
organizations across the world
use ITIL in order to improve the
value of their services
Imagine two employees discussing ITIL
Large, medium, and small
organizations across the world
use ITIL in order to improve the
value of their services
But how can ITIL improve an
organization’s performance?
Imagine two employees discussing ITIL
With ITIL, an organization
doesn’t just save money but
also works more effectively
But how can ITIL improve an
organization’s performance?
Some of the other benefits are:
Reduced IT costs
Enhanced IT services
Improved productivity
Better management of business risk and service disruption
Improved customer satisfaction by delivering efficient services
Provides guidance to address service management challenges
With ITIL, an organization
doesn’t just save money, but
also works more effectively
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
ITIL 4 is the latest update
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
It focuses on:
• Practical approach on how to manage the
core principles of quality service
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
It focuses on:
• Practical approach on how to manage the
core principles of quality service
• How to implement ITIL from large to small
organizations
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
It focuses on:
• Practical approach on how to manage the
core principles of quality service
• How to implement ITIL from large to small
organizations
• And how ITIL can be utilized with
frameworks such as Agile, Lean ,and
DevOps
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
What’s in it for you?
1. What is ITIL 4?
2. Elements of ITIL:
 Four dimensions
 ITIL service value system
3. ITIL 4 certification
4. Companies using ITIL
ITIL
What is ITIL 4?
What is ITIL 4?
 ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
What is ITIL 4?
 ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
 ITIL4 helps all organizations to deliver IT services using the most efficient methods
What is ITIL 4?
 ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
 ITIL4 helps all organizations to deliver IT services using the most efficient methods
 The goal is to improve efficiency and achieve predictable service delivery
What is ITIL 4?
 ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
 ITIL4 helps all organizations to deliver IT services using the most efficient methods
 The goal is to improve efficiency and achieve predictable service delivery
???
What is ITSM?
• ITSM stands for Information Technology Service Management
What is ITSM?
• ITSM stands for Information Technology Service Management
• It focuses on how an organization maintains IT services for customers
What is ITSM?
• ITSM stands for Information Technology Service Management
• It focuses on how an organization maintains IT services for customers
• Also, it controls various activities involved in a process (activities like planning, designing, delivering, deploying, and
managing services)
What is ITIL 4?
ITIL 4 emphasizes the importance of value creation, rather than just delivering services
What is ITIL 4?
ITIL 4 focuses on:
Value
What is ITIL 4?
Outcome
ITIL 4 focuses on:
Value
What is ITIL 4?
Services
relationships
Outcome
Co-creating of
value
ITIL 4 focuses on:
Value
What is ITIL 4?
Services
relationships
Outcome
Managing specific
costs and risks
Co-creating of
value
ITIL 4 focuses on:
Value
What is ITIL 4?
Value
Value must be clearly defined as
the purpose of an organization is
to create value for its stakeholders
What is ITIL 4?
Value
Outcome
An outcome is a result of the
service. They are specific
and help you know whether
you have reached your goal
What is ITIL 4?
For example, an output of wedding
photography is the photo album, but the
outcome is the satisfaction that is
experienced by the client when looking at
the album
Output Output
Outcome: Poor customer
experience
Outcome: Good customer
experience
What is ITIL 4?
Value
Outcome
In order to deliver high-
quality output, the service
provider should maintain an
interactive relationship with
its stakeholders
Co-creating of
value
What is ITIL 4?
Service
provider
Consumer
For example, co-creation is a
business strategy which helps
consumer receive the result
based on their requirements
Mayonnaise
Chilly
sauce
Double
cheese
ExtrasExtras
GIF credits: pachoice
Consumer feedback
What is ITIL 4?
Value
Outcome Co-creating of
value
Managing specific
costs and risks
The amount of money spent on a
specific activity or resource should
be managed wisely
What is ITIL 4?
For example, the value of
the service is directly
affected by costs and risks
Starbucks has offered internet access to his customers
What is ITIL 4?
How to identify whether a service is
delivering value to the consumer and
meeting their requirements?
What is ITIL 4?
How to identify whether a service is
delivering value to the consumer and
meeting their requirements?
Solution: This can be identified by evaluating the utility and warranty of the service
What is ITIL 4?
How to identify whether a service is
delivering value to the consumer and
meeting their requirements?
Utility is the functionality
offered by a product in
order to meet a specific
requirement
Solution: This can be identified by evaluating the utility and warranty of the service
What is ITIL 4?
Utility is the email service provided to the customer
For example
Solution: This can be identified by evaluating the utility and warranty of the service
What is ITIL 4?
Warranty refers to fit to use by
ensuring:
• Service Availability
• Information Security
• Service Capacity
• Service Continuity
Warranty provides
customer with a certain
assurance of the product/
service
Solution: This can be identified by evaluating the utility and warranty of the service
What is ITIL 4?
Warranty is the availability, security, capacity, and continuity of
the email service
For example
Solution: This can be identified by evaluating the utility and warranty of the service
Elements of ITIL 4
Elements of ITIL 4
The key elements of ITIL 4 are:
Four dimensions ITIL service value
system
Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
• Partners and suppliers
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
Four dimensions
An organization requires a culture
that follows its principles and
supports its objectives in order to
produce better outcomes
Organizations and people
Four dimensions
An organization requires a culture
that follows its principles and
supports its objectives in order to
produce better outcomes
Organizations and people Information and technology
This includes information and
knowledge as well as the
technologies required for service
management
Four dimensions
Information and technology
This includes information and
knowledge as well as the
technologies required for service
management
It focuses on an organization’s
relationship with businesses that
are involved in the design,
deployment, delivery, support, and
continual improvement of services
Partners and suppliers
Four dimensions
It focuses on an organization’s
relationship with businesses that
are involved in the design,
deployment, delivery, support, and
continual improvement of services
Partners and suppliers Value and streams
A value stream is a series of steps
that an organization uses to create
and deliver products and services to a
consumer, whereas a well-defined
process is a set of activity that
transforms inputs to outputs
Four dimensions
Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Political
factors
Environmental
factors
Legal factors Technological
factors
Social factors
Economical
factors
The six external factors; PESTLE factors; affects the four dimensions; positively or negatively
Four dimensions
Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Political
factors
Environmental
factors
Legal factors Technological
factors
Social factors
Economical
factors
The six external factors; PESTLE factors; affects the four dimensions; positively or negatively
Each dimension is affected
by multiple factors
ITIL service value system
The key elements of ITIL 4 are:
Four dimensions ITIL service value
system
Service value system
Service value system
Activities triggered
Service value system
Activities triggered
Value created
Service value system
Value created
The opportunity refers to
the needs/ requirements of
the consumers
/customers, realised by
the service provider to fulfil
Service value system
Value createdDemand represents the
requirement for products
and services from
customers
Service value system
It represents a
valuable outcome
Guiding principles
The guiding principles help in providing a comprehensive vision of how an organization should manage a service
Guiding principles
The guiding principles help in providing a comprehensive vision of how an organization should manage a service
The seven 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
Guiding principles
Every task an organization does
should create value for
stakeholders; especially it should
encourage to focus on user
experience
Focus on value
Guiding principles
Everything the organization does
should create value for
stakeholders, especially it
encourages to focus on user
experience
Focus on value Start where you are
One has to assess & analyse the
current scenario to identify and
improve. for example: Assessing and
analysing the current processes to
identify & improve
Guiding principles
Opt for feedback during every
iteration of your work. Always
ensure to organize work into small
and manageable sections which
can lead to quick results
Progress iteratively with feedback
Start where you are
One has to assess & analyse the
current scenario to identify and
improve. for example: Assessing and
analysing the current processes to
identify & improve
Guiding principles
Opt for feedback during every
iteration of your work. Always
ensure to organize work into small
and manageable sections which
can lead to a quick result
Progress iteratively with feedback Collaborate and promote visibility
Collaborate with customers, users,
suppliers, etc. who are involved in
your services as it helps in creating
much higher value
Guiding principles
Collaborate and promote visibility
Collaborate with customers, users,
suppliers, etc. who are involved in
your services as it helps in creating
much higher value
Create a process that adds value
to your customers’ business, and
identify different ways to enhance
the performance of the process
Think and work holistically
Guiding principles
Create a process that adds value
to your customers’ business, and
identify different ways to enhance
the performance of the process
Think and work holistically Keep it simple and practical
Opt for minimum steps that are
correct and do not add processes that
create no value for your stakeholder
Guiding principles
Automate the tasks and make use
of your resources efficiently
Optimize and automate Keep it simple and practical
Opt for minimum steps that are
correct and do not add processes that
create no value for your stakeholder
Governance
It is responsible for Evaluating,
Directing & Monitoring the ITSM, by
adopting the Guiding principles, along
with/without principles defined in the
organization.
Governance
There are three main activities in governance:
Direct
ITIL
Governance
Evaluate Monitor
Direct
MonitorEvaluate
Governance
This performs a regular review of
the services based on the
stakeholder’s requirements
Evaluate
Governance
Here, management
provides direction to people in
order to achieve
organizational goals
Direct
This performs a regular review of
the services based on the
stakeholder’s requirements
Evaluate
Governance
Here, management
provides direction to people in
order to achieve
organizational goals
Direct
It monitors the performance of the
organization and checks whether
its practices, products, and
services are in line with the
direction given by the governing
body
Monitor
This performs a regular review of
the services based on the
stakeholder’s requirements
Evaluate
Service value chain
A set of interconnected activities
that an organization performs to
deliver a valuable product or
service to its consumers
Service value chain
Service value chain - Plan
This activity includes creating
plans, portfolios, architectures,
policies, etc. provided by the
organization
Plan
People contributing to this
activity must have great
analytic and management
skills
Service value chain - Engage
This activity includes creating
plans, portfolios, architectures,
policies, etc. provided by the
organization
Plan Engage
Here, the organization needs to have
a good understanding of
stakeholders’ (users, customers or
suppliers) requirement and should
continue to maintain a good
relationship
People need skills and
competence in negotiation
and communication
Service value chain – Design and transition
Engage
Here, the organization needs to have
a good understanding of
stakeholders’ (users, customers or
suppliers) requirement and should
continue to maintain a good
relationship
It focuses on creating and
releasing new and changed
services
Design & transition
People contributing to this
activity must have a
comprehensive
understanding of service
management
Service value chain – Obtain/ build
It focuses on creating and
releasing new and changed
services
Design & transition- Obtain/ build
This focuses on software
development and management of
cloud infrastructure and third-party
services
Service value chain – Deliver and support
Obtain/build
This focuses on software
development and management of
cloud infrastructure and third-party
services
It ensures that services are
delivered and supported in a way
that meets stakeholders’
expectation
Deliver and support
People contributing to this
activity need to be very
good at prioritizing and
managing complex
workloads
Note: Services such as resolving incidents, monitoring applications and infrastructure, generating
reports etc.
Service value chain - Improve
It ensures that services are
delivered and supported in a way
that meets stakeholders’
expectation
Deliver and support Improve
This focuses on software
development and management of
cloud infrastructure and third-party
services
Practices
It includes 34 management
practices that are designed
for accomplishing an
objective
Practices
The practices are divided in to 3 major categories:
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories: General management
practices which are applicable
across the organization for the
success of the business and
services provided by
organization
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The ITIL 4 general management practices include:
• Information security management
• Relationship management
• Strategy management
• Portfolio management
• Architecture management
• Service financial management
• Workforce and talent management
• Continual improvement
• Measurement and reporting
• Risk management
• Knowledge management
• Organizational change management
• Project management
• Supplier management
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Information Security
management should ensure
safeguarding the confidentiality,
integrity & availability of
information and assets of the
organisation
The ITIL 4 general management practices include:
• Information security management
• Relationship management
• Strategy management
• Portfolio management
• Architecture management
• Service financial management
• Workforce and talent management
• Continual improvement
• Measurement and reporting
• Risk management
• Knowledge management
• Organizational change management
• Project management
• Supplier management
For instructor - For a better understanding we are
explaining only first two points in detail
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:The purpose of relationship
management is to maintain a
good relationship between the
organization and its stakeholders
The ITIL 4 general management practices include:
• Information security management
• Relationship management
• Strategy management
• Portfolio management
• Architecture management
• Service financial management
• Workforce and talent management
• Continual improvement
• Measurement and reporting
• Risk management
• Knowledge management
• Organizational change management
• Project management
• Supplier management
For instructor - For a better understanding we are
explaining only first two points in detail
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Service management
practices which are applicable
for specific service which are
being developed, deployed,
delivered and supported in an
organization environment.
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• IT asset management
• Monitoring and event management
• Business analysis
• Service catalogue management
• Service design
• Service level management
• Availability management
• Capacity and performance management
• Service continuity management
• Service desk
• Incident management
• Service request management
• Problem management
• Release management
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• Service validation and testing
• Service configuration management
• Change control
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• IT asset management
• Monitoring and event management
• Business analysis
• Service catalogue management
• Service design
• Service level management
• Availability management
• Capacity and performance management
• Service continuity management
• Service desk
• Incident management
• Service request management
• Problem management
• Release management
IT assets management is responsible
for ensuring that the valuable assets
(infrastructure, application, etc.)
required to deliver services are
maintained properly
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• IT asset management
• Monitoring and event management
• Business analysis
• Service catalogue management
• Service design
• Service level management
• Availability management
• Capacity and performance management
• Service continuity management
• Service desk
• Incident management
• Service request management
• Problem management
• Release management
It emphasizes on generating and
detecting the status of the IT service,
CI and monitoring tool
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories: Technical management practices have been
adapted from technology management domains
for service management purposes by expanding
or shifting their focus from technology solutions
to IT services
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The ITIL 4 technical management practices include:
• Deployment management
• Software development and management
• Infrastructure and platform management
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:Deployment practice helps to design,
manage, and control the build, test,
and deployment of releases, in order
to deliver new functionality required by
the business
The ITIL 4 technical management practices include:
• Deployment management
• Software development and management
• Infrastructure and platform management
Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:It focuses on enhancing the quality of
software development and ensures
to provide the required functionality for
IT services
The ITIL 4 technical management practices include:
• Deployment management
• Software development and management
• Infrastructure and platform management
Continual improvement
It ensures whether IT
services are continuously
aligned to stakeholders’
expectation
Continual improvement
The ITIL continual
improvement model
To support continual improvement at all levels, ITIL SVS includes:
Continual improvement
The ITIL continual
improvement model
The continual improvement
practice
To support continual improvement at all levels, ITIL SVS includes:
Continual improvement
To support continual improvement at all levels, ITIL SVS includes:
The ITIL continual
improvement model
The improve service value chain
activity
The continual improvement
practice
Continual improvement
It offers a structured approach
to the organization in order to
bring improvements
The ITIL continual improvement
model
Continual improvement
It offers a structured approach
to the organization in order to
bring improvements
It establishes continual
improvement into the service
value chain
The ITIL continual improvement
model
The improve service value chain
activity
Continual improvement
It offers a structured approach
to the organization in order to
bring improvements
It establishes continual
improvement into the service
value chain
It supports organizations in their
day-to-day improvement efforts
The ITIL continual improvement
model
The improve service value chain
activity
The continual improvement
practice
Continual improvement
For example: What is the
vision?
At what stage
are we now?
Where do we
want to be?
How do we achieve
our goal?
Take action
Did we achieve our
goal?
Objectives and
business vision
Perform baseline
assessments
Define your goals
Define your
improvement plan
Execute
improvement actions
Evaluate your
metrics
Feedback
ITIL 4 certification
ITIL 4 Certification
Purpose of ITIL 4 Foundation:
ITIL 4 Foundation is the entry-level
certification, which offers basic knowledge
of ITIL, key elements, core concepts, and
the terminology used in ITIL 4
ITIL 4 Certification
The ITIL 4 Certification comprises of the following modules:
 Duration of the exam: 1 hour
 Total multiple-choice questions: 40
 Minimum marks to pass the exam: 26 (i.e.,65%)
 1 question is of 1 mark
 No negative marking
ITIL 4 Certification
ITIL 4 Foundation exam format
Companies using ITIL
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
IT service management
was facing issues to
maintain up-to-date and
accurate information on
their application
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
The company’s management system
had difficulty in identifying the right
costumes for their cast members and
schedule swaps when necessary
IT service management
was facing issues to
maintain up-to-date and
accurate information on
their application
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
The company’s management system
had difficulty in identifying the right
costumes for their cast members and
schedule swaps when necessary
It was a challenge to
maintain the availability
of assets for the
customers
IT service management
was facing issues to
maintain up-to-date and
accurate information on
their application
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney adopted ITIL in the year 2008
Solution
 Improved service delivery and performance
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Solution
 Improved service delivery and performance
 100% availability of assets
Disney adopted ITIL in the year 2008
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Solution
 Improved service delivery and performance
 100% availability of assets
 Improved reliability, maintainability and scalability of IT
services
Disney adopted ITIL in the year 2008
Companies using ITIL
Ever wondered why is
Disney using ITIL?
Solution
 Improved service delivery and performance
 100% availability of assets
 Improved reliability, maintainability and scalability of IT
services
 Increase in customer engagement
Disney adopted ITIL in the year 2008
Companies using ITIL
Some of the companies using ITIL are:
ITIL 4 Foundation | ITIL 4 Foundation Training | What Is ITIL V4? | ITIL Certification | Simplilearn

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ITIL 4 Foundation | ITIL 4 Foundation Training | What Is ITIL V4? | ITIL Certification | Simplilearn

  • 1. Why ITIL? ITIL 4 foundation
  • 2. Imagine two employees discussing ITIL
  • 3. Imagine two employees discussing ITIL Why has ITIL become so popular these days?
  • 4. Why ITIL? ITIL 4 foundation Click here to watch the video
  • 5. Imagine two employees discussing ITIL Large, medium, and small organizations across the world use ITIL in order to improve the value of their services
  • 6. Imagine two employees discussing ITIL Large, medium, and small organizations across the world use ITIL in order to improve the value of their services But how can ITIL improve an organization’s performance?
  • 7. Imagine two employees discussing ITIL With ITIL, an organization doesn’t just save money but also works more effectively But how can ITIL improve an organization’s performance?
  • 8. Some of the other benefits are: Reduced IT costs Enhanced IT services Improved productivity Better management of business risk and service disruption Improved customer satisfaction by delivering efficient services Provides guidance to address service management challenges
  • 9. With ITIL, an organization doesn’t just save money, but also works more effectively That’s great. Which is the latest ITIL framework? And what’s new about it?
  • 10. ITIL 4 is the latest update That’s great. Which is the latest ITIL framework? And what’s new about it?
  • 11. It focuses on: • Practical approach on how to manage the core principles of quality service That’s great. Which is the latest ITIL framework? And what’s new about it?
  • 12. It focuses on: • Practical approach on how to manage the core principles of quality service • How to implement ITIL from large to small organizations That’s great. Which is the latest ITIL framework? And what’s new about it?
  • 13. It focuses on: • Practical approach on how to manage the core principles of quality service • How to implement ITIL from large to small organizations • And how ITIL can be utilized with frameworks such as Agile, Lean ,and DevOps That’s great. Which is the latest ITIL framework? And what’s new about it?
  • 14. What’s in it for you? 1. What is ITIL 4? 2. Elements of ITIL:  Four dimensions  ITIL service value system 3. ITIL 4 certification 4. Companies using ITIL ITIL
  • 16. What is ITIL 4?  ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a business
  • 17. What is ITIL 4?  ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a business  ITIL4 helps all organizations to deliver IT services using the most efficient methods
  • 18. What is ITIL 4?  ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a business  ITIL4 helps all organizations to deliver IT services using the most efficient methods  The goal is to improve efficiency and achieve predictable service delivery
  • 19. What is ITIL 4?  ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a business  ITIL4 helps all organizations to deliver IT services using the most efficient methods  The goal is to improve efficiency and achieve predictable service delivery ???
  • 20. What is ITSM? • ITSM stands for Information Technology Service Management
  • 21. What is ITSM? • ITSM stands for Information Technology Service Management • It focuses on how an organization maintains IT services for customers
  • 22. What is ITSM? • ITSM stands for Information Technology Service Management • It focuses on how an organization maintains IT services for customers • Also, it controls various activities involved in a process (activities like planning, designing, delivering, deploying, and managing services)
  • 23. What is ITIL 4? ITIL 4 emphasizes the importance of value creation, rather than just delivering services
  • 24. What is ITIL 4? ITIL 4 focuses on: Value
  • 25. What is ITIL 4? Outcome ITIL 4 focuses on: Value
  • 26. What is ITIL 4? Services relationships Outcome Co-creating of value ITIL 4 focuses on: Value
  • 27. What is ITIL 4? Services relationships Outcome Managing specific costs and risks Co-creating of value ITIL 4 focuses on: Value
  • 28. What is ITIL 4? Value Value must be clearly defined as the purpose of an organization is to create value for its stakeholders
  • 29. What is ITIL 4? Value Outcome An outcome is a result of the service. They are specific and help you know whether you have reached your goal
  • 30. What is ITIL 4? For example, an output of wedding photography is the photo album, but the outcome is the satisfaction that is experienced by the client when looking at the album Output Output Outcome: Poor customer experience Outcome: Good customer experience
  • 31. What is ITIL 4? Value Outcome In order to deliver high- quality output, the service provider should maintain an interactive relationship with its stakeholders Co-creating of value
  • 32. What is ITIL 4? Service provider Consumer For example, co-creation is a business strategy which helps consumer receive the result based on their requirements Mayonnaise Chilly sauce Double cheese ExtrasExtras GIF credits: pachoice Consumer feedback
  • 33. What is ITIL 4? Value Outcome Co-creating of value Managing specific costs and risks The amount of money spent on a specific activity or resource should be managed wisely
  • 34. What is ITIL 4? For example, the value of the service is directly affected by costs and risks Starbucks has offered internet access to his customers
  • 35. What is ITIL 4? How to identify whether a service is delivering value to the consumer and meeting their requirements?
  • 36. What is ITIL 4? How to identify whether a service is delivering value to the consumer and meeting their requirements? Solution: This can be identified by evaluating the utility and warranty of the service
  • 37. What is ITIL 4? How to identify whether a service is delivering value to the consumer and meeting their requirements? Utility is the functionality offered by a product in order to meet a specific requirement Solution: This can be identified by evaluating the utility and warranty of the service
  • 38. What is ITIL 4? Utility is the email service provided to the customer For example Solution: This can be identified by evaluating the utility and warranty of the service
  • 39. What is ITIL 4? Warranty refers to fit to use by ensuring: • Service Availability • Information Security • Service Capacity • Service Continuity Warranty provides customer with a certain assurance of the product/ service Solution: This can be identified by evaluating the utility and warranty of the service
  • 40. What is ITIL 4? Warranty is the availability, security, capacity, and continuity of the email service For example Solution: This can be identified by evaluating the utility and warranty of the service
  • 42. Elements of ITIL 4 The key elements of ITIL 4 are: Four dimensions ITIL service value system
  • 43. Organisations and people Information and technology Partners and suppliers Values and streams Products & services Value Four dimensions ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders
  • 44. Four dimensions ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people
  • 45. Four dimensions ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people • Information and technology ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people • Information and technology
  • 46. Four dimensions ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people • Information and technology • Partners and suppliers
  • 47. Four dimensions ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people • Information and technology • Partners and suppliers • Value streams and processes
  • 48. Organisations and people Information and technology Partners and suppliers Values and streams Products & services Value Four dimensions ITIL is a holistic approach, which defines four dimensions to deliver a valuable output to stakeholders The four dimensions are: • Organizations and people • Information and technology • Partners and suppliers • Value streams and processes
  • 49. Four dimensions An organization requires a culture that follows its principles and supports its objectives in order to produce better outcomes Organizations and people
  • 50. Four dimensions An organization requires a culture that follows its principles and supports its objectives in order to produce better outcomes Organizations and people Information and technology This includes information and knowledge as well as the technologies required for service management
  • 51. Four dimensions Information and technology This includes information and knowledge as well as the technologies required for service management It focuses on an organization’s relationship with businesses that are involved in the design, deployment, delivery, support, and continual improvement of services Partners and suppliers
  • 52. Four dimensions It focuses on an organization’s relationship with businesses that are involved in the design, deployment, delivery, support, and continual improvement of services Partners and suppliers Value and streams A value stream is a series of steps that an organization uses to create and deliver products and services to a consumer, whereas a well-defined process is a set of activity that transforms inputs to outputs
  • 53. Four dimensions Organisations and people Information and technology Partners and suppliers Values and streams Products & services Value Political factors Environmental factors Legal factors Technological factors Social factors Economical factors The six external factors; PESTLE factors; affects the four dimensions; positively or negatively
  • 54. Four dimensions Organisations and people Information and technology Partners and suppliers Values and streams Products & services Value Political factors Environmental factors Legal factors Technological factors Social factors Economical factors The six external factors; PESTLE factors; affects the four dimensions; positively or negatively Each dimension is affected by multiple factors
  • 55. ITIL service value system The key elements of ITIL 4 are: Four dimensions ITIL service value system
  • 58. Service value system Activities triggered Value created
  • 59. Service value system Value created The opportunity refers to the needs/ requirements of the consumers /customers, realised by the service provider to fulfil
  • 60. Service value system Value createdDemand represents the requirement for products and services from customers
  • 61. Service value system It represents a valuable outcome
  • 62. Guiding principles The guiding principles help in providing a comprehensive vision of how an organization should manage a service
  • 63. Guiding principles The guiding principles help in providing a comprehensive vision of how an organization should manage a service The seven 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
  • 64. Guiding principles Every task an organization does should create value for stakeholders; especially it should encourage to focus on user experience Focus on value
  • 65. Guiding principles Everything the organization does should create value for stakeholders, especially it encourages to focus on user experience Focus on value Start where you are One has to assess & analyse the current scenario to identify and improve. for example: Assessing and analysing the current processes to identify & improve
  • 66. Guiding principles Opt for feedback during every iteration of your work. Always ensure to organize work into small and manageable sections which can lead to quick results Progress iteratively with feedback Start where you are One has to assess & analyse the current scenario to identify and improve. for example: Assessing and analysing the current processes to identify & improve
  • 67. Guiding principles Opt for feedback during every iteration of your work. Always ensure to organize work into small and manageable sections which can lead to a quick result Progress iteratively with feedback Collaborate and promote visibility Collaborate with customers, users, suppliers, etc. who are involved in your services as it helps in creating much higher value
  • 68. Guiding principles Collaborate and promote visibility Collaborate with customers, users, suppliers, etc. who are involved in your services as it helps in creating much higher value Create a process that adds value to your customers’ business, and identify different ways to enhance the performance of the process Think and work holistically
  • 69. Guiding principles Create a process that adds value to your customers’ business, and identify different ways to enhance the performance of the process Think and work holistically Keep it simple and practical Opt for minimum steps that are correct and do not add processes that create no value for your stakeholder
  • 70. Guiding principles Automate the tasks and make use of your resources efficiently Optimize and automate Keep it simple and practical Opt for minimum steps that are correct and do not add processes that create no value for your stakeholder
  • 71. Governance It is responsible for Evaluating, Directing & Monitoring the ITSM, by adopting the Guiding principles, along with/without principles defined in the organization.
  • 72. Governance There are three main activities in governance: Direct ITIL Governance Evaluate Monitor Direct MonitorEvaluate
  • 73. Governance This performs a regular review of the services based on the stakeholder’s requirements Evaluate
  • 74. Governance Here, management provides direction to people in order to achieve organizational goals Direct This performs a regular review of the services based on the stakeholder’s requirements Evaluate
  • 75. Governance Here, management provides direction to people in order to achieve organizational goals Direct It monitors the performance of the organization and checks whether its practices, products, and services are in line with the direction given by the governing body Monitor This performs a regular review of the services based on the stakeholder’s requirements Evaluate
  • 76. Service value chain A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
  • 78. Service value chain - Plan This activity includes creating plans, portfolios, architectures, policies, etc. provided by the organization Plan People contributing to this activity must have great analytic and management skills
  • 79. Service value chain - Engage This activity includes creating plans, portfolios, architectures, policies, etc. provided by the organization Plan Engage Here, the organization needs to have a good understanding of stakeholders’ (users, customers or suppliers) requirement and should continue to maintain a good relationship People need skills and competence in negotiation and communication
  • 80. Service value chain – Design and transition Engage Here, the organization needs to have a good understanding of stakeholders’ (users, customers or suppliers) requirement and should continue to maintain a good relationship It focuses on creating and releasing new and changed services Design & transition People contributing to this activity must have a comprehensive understanding of service management
  • 81. Service value chain – Obtain/ build It focuses on creating and releasing new and changed services Design & transition- Obtain/ build This focuses on software development and management of cloud infrastructure and third-party services
  • 82. Service value chain – Deliver and support Obtain/build This focuses on software development and management of cloud infrastructure and third-party services It ensures that services are delivered and supported in a way that meets stakeholders’ expectation Deliver and support People contributing to this activity need to be very good at prioritizing and managing complex workloads Note: Services such as resolving incidents, monitoring applications and infrastructure, generating reports etc.
  • 83. Service value chain - Improve It ensures that services are delivered and supported in a way that meets stakeholders’ expectation Deliver and support Improve This focuses on software development and management of cloud infrastructure and third-party services
  • 84. Practices It includes 34 management practices that are designed for accomplishing an objective
  • 85. Practices The practices are divided in to 3 major categories:
  • 86. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories:
  • 87. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: General management practices which are applicable across the organization for the success of the business and services provided by organization
  • 88. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: The ITIL 4 general management practices include: • Information security management • Relationship management • Strategy management • Portfolio management • Architecture management • Service financial management • Workforce and talent management • Continual improvement • Measurement and reporting • Risk management • Knowledge management • Organizational change management • Project management • Supplier management
  • 89. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: Information Security management should ensure safeguarding the confidentiality, integrity & availability of information and assets of the organisation The ITIL 4 general management practices include: • Information security management • Relationship management • Strategy management • Portfolio management • Architecture management • Service financial management • Workforce and talent management • Continual improvement • Measurement and reporting • Risk management • Knowledge management • Organizational change management • Project management • Supplier management For instructor - For a better understanding we are explaining only first two points in detail
  • 90. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories:The purpose of relationship management is to maintain a good relationship between the organization and its stakeholders The ITIL 4 general management practices include: • Information security management • Relationship management • Strategy management • Portfolio management • Architecture management • Service financial management • Workforce and talent management • Continual improvement • Measurement and reporting • Risk management • Knowledge management • Organizational change management • Project management • Supplier management For instructor - For a better understanding we are explaining only first two points in detail
  • 91. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories:
  • 92. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: Service management practices which are applicable for specific service which are being developed, deployed, delivered and supported in an organization environment.
  • 93. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: The service management practices in ITIL 4 include: • IT asset management • Monitoring and event management • Business analysis • Service catalogue management • Service design • Service level management • Availability management • Capacity and performance management • Service continuity management • Service desk • Incident management • Service request management • Problem management • Release management
  • 94. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: The service management practices in ITIL 4 include: • Service validation and testing • Service configuration management • Change control
  • 95. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: The service management practices in ITIL 4 include: • IT asset management • Monitoring and event management • Business analysis • Service catalogue management • Service design • Service level management • Availability management • Capacity and performance management • Service continuity management • Service desk • Incident management • Service request management • Problem management • Release management IT assets management is responsible for ensuring that the valuable assets (infrastructure, application, etc.) required to deliver services are maintained properly
  • 96. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: The service management practices in ITIL 4 include: • IT asset management • Monitoring and event management • Business analysis • Service catalogue management • Service design • Service level management • Availability management • Capacity and performance management • Service continuity management • Service desk • Incident management • Service request management • Problem management • Release management It emphasizes on generating and detecting the status of the IT service, CI and monitoring tool
  • 97. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories:
  • 98. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: Technical management practices have been adapted from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services
  • 99. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories: The ITIL 4 technical management practices include: • Deployment management • Software development and management • Infrastructure and platform management
  • 100. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories:Deployment practice helps to design, manage, and control the build, test, and deployment of releases, in order to deliver new functionality required by the business The ITIL 4 technical management practices include: • Deployment management • Software development and management • Infrastructure and platform management
  • 101. Practices 1. General management practices 2. Service management practices 3. Technical management practices The practices are divided in to 3 major categories:It focuses on enhancing the quality of software development and ensures to provide the required functionality for IT services The ITIL 4 technical management practices include: • Deployment management • Software development and management • Infrastructure and platform management
  • 102. Continual improvement It ensures whether IT services are continuously aligned to stakeholders’ expectation
  • 103. Continual improvement The ITIL continual improvement model To support continual improvement at all levels, ITIL SVS includes:
  • 104. Continual improvement The ITIL continual improvement model The continual improvement practice To support continual improvement at all levels, ITIL SVS includes:
  • 105. Continual improvement To support continual improvement at all levels, ITIL SVS includes: The ITIL continual improvement model The improve service value chain activity The continual improvement practice
  • 106. Continual improvement It offers a structured approach to the organization in order to bring improvements The ITIL continual improvement model
  • 107. Continual improvement It offers a structured approach to the organization in order to bring improvements It establishes continual improvement into the service value chain The ITIL continual improvement model The improve service value chain activity
  • 108. Continual improvement It offers a structured approach to the organization in order to bring improvements It establishes continual improvement into the service value chain It supports organizations in their day-to-day improvement efforts The ITIL continual improvement model The improve service value chain activity The continual improvement practice
  • 109. Continual improvement For example: What is the vision? At what stage are we now? Where do we want to be? How do we achieve our goal? Take action Did we achieve our goal? Objectives and business vision Perform baseline assessments Define your goals Define your improvement plan Execute improvement actions Evaluate your metrics Feedback
  • 111. ITIL 4 Certification Purpose of ITIL 4 Foundation: ITIL 4 Foundation is the entry-level certification, which offers basic knowledge of ITIL, key elements, core concepts, and the terminology used in ITIL 4
  • 112. ITIL 4 Certification The ITIL 4 Certification comprises of the following modules:
  • 113.  Duration of the exam: 1 hour  Total multiple-choice questions: 40  Minimum marks to pass the exam: 26 (i.e.,65%)  1 question is of 1 mark  No negative marking ITIL 4 Certification ITIL 4 Foundation exam format
  • 115. Companies using ITIL Ever wondered why is Disney using ITIL? Disney is one of the famous companies that has adopted ITIL Challenges Below are the following issues that Disney had earlier:
  • 116. Companies using ITIL Ever wondered why is Disney using ITIL? Disney is one of the famous companies that has adopted ITIL Challenges Below are the following issues that Disney had earlier: IT service management was facing issues to maintain up-to-date and accurate information on their application
  • 117. Companies using ITIL Ever wondered why is Disney using ITIL? Disney is one of the famous companies that has adopted ITIL Challenges Below are the following issues that Disney had earlier: The company’s management system had difficulty in identifying the right costumes for their cast members and schedule swaps when necessary IT service management was facing issues to maintain up-to-date and accurate information on their application
  • 118. Companies using ITIL Ever wondered why is Disney using ITIL? Disney is one of the famous companies that has adopted ITIL Challenges Below are the following issues that Disney had earlier: The company’s management system had difficulty in identifying the right costumes for their cast members and schedule swaps when necessary It was a challenge to maintain the availability of assets for the customers IT service management was facing issues to maintain up-to-date and accurate information on their application
  • 119. Companies using ITIL Ever wondered why is Disney using ITIL? Disney adopted ITIL in the year 2008 Solution  Improved service delivery and performance
  • 120. Companies using ITIL Ever wondered why is Disney using ITIL? Solution  Improved service delivery and performance  100% availability of assets Disney adopted ITIL in the year 2008
  • 121. Companies using ITIL Ever wondered why is Disney using ITIL? Solution  Improved service delivery and performance  100% availability of assets  Improved reliability, maintainability and scalability of IT services Disney adopted ITIL in the year 2008
  • 122. Companies using ITIL Ever wondered why is Disney using ITIL? Solution  Improved service delivery and performance  100% availability of assets  Improved reliability, maintainability and scalability of IT services  Increase in customer engagement Disney adopted ITIL in the year 2008
  • 123. Companies using ITIL Some of the companies using ITIL are:

Editor's Notes

  1. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  2. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  3. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  4. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  5. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  6. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  7. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  8. Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
  9. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  10. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  11. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  12. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  13. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  14. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  15. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  16. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  17. value is co-created through an active collaboration between providers and consumers
  18. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  19. ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
  20. The value of the service is directly affected by the balance of these added and removed costs and risks.
  21. How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
  22. How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
  23. How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
  24. How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
  25. How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
  26. How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
  27. Change in leadership within an organization, Change in interest rates, gas prices or talent can result in an organization’s services being overpriced or unprofitable, People’s preferences and perceptions change over time,
  28. Change in leadership within an organization, Change in interest rates, gas prices or talent can result in an organization’s services being overpriced or unprofitable, People’s preferences and perceptions change over time,
  29. https://www.bmc.com/blogs/itil-continual-improvement/
  30. https://www.bmc.com/blogs/itil-continual-improvement/
  31. https://www.bmc.com/blogs/itil-continual-improvement/
  32. https://www.bmc.com/blogs/itil-continual-improvement/
  33. https://www.bmc.com/blogs/itil-continual-improvement/
  34. https://www.bmc.com/blogs/itil-continual-improvement/
  35. https://www.bmc.com/blogs/itil-continual-improvement/
  36. https://www.bmc.com/blogs/itil-continual-improvement/
  37. https://www.bmc.com/blogs/itil-continual-improvement/
  38. https://www.bmc.com/blogs/itil-continual-improvement/
  39. https://www.bmc.com/blogs/itil-continual-improvement/
  40. https://www.bmc.com/blogs/itil-continual-improvement/
  41. https://www.bmc.com/blogs/itil-continual-improvement/