ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare ITIL V3 V4 compare

ITIL

1. ITIL v3 vs v4
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.Based on AXELOS ITIL® material. Reproduced under licence
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ITIL v3 mapping to ITIL v4

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ITIL4
ThenewupdatedITILguidancewillbecalledITIL4.ThisnamereflectstheroleITIL4
willplayinsupportingindividualsandorganizationstonavigatetheFourthIndustrial
Revolution.
HowdoesITILv3mapagainstITIL4?
WhilstITIL4retainsmanyofthecoreelementsofITILv3,andmuchoftheexistingguidance
willberecognisableinpartsofITIL4,therearenodirectlike-for-likemodulesbetweenthetwo
certificationschemes.
Service Management
WhatwillthenewITIL®becalled?
1.1
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ITIL4
...
ITIL v3.1 ITIL 4
User User
Customer Customer
Sponsor
(Apersonwhoauthorizesbudgetforservice
consumption)
Key Concepts of Service Management
Terminology
1.1
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ITIL4
...
ITIL v3.1 ITIL 4
ITIL Practitioner (par. 2.1) Focus on value
ITIL Practitioner (par. 2.3) Start where you are
ITIL Practitioner (par. 2.5) Progress iteratively with feedback
ITIL Practitioner (par. 2.8) Collaborate and promote visibility
ITIL Practitioner (par. 2.4) Think and work holistically
ITIL Practitioner (par. 2.9) Keep it simple and practical
Optimize and automate
Guiding Principles
…
1.1
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ITIL4
...
ITIL v3.1 ITIL 4
People Organizations and People
Products Information and Technology
Partners Partnersand Suppliers
Processes Value streams and Processes
Four Dimensions of Service Management
…
1.1
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ITIL4
TheITILSVSdescribeshowallthecomponentsandactivitiesoftheorganizationwork
togetherasasystemtoenablevaluecreation.
ITIL v3.1 ITIL 4
Guiding Principles (ITIL Practitioner cap. 2)Guiding Principles
Governance (ITIL SS parag. 5.1) Governance
Service Lifecycle Service Value Chain
Processes Practices
CSI Approach Continual Improvement
Service Value System | SVS
…
1.1
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ITIL4
Understand the purpose and components of the ITIL service value system
GuidingPrinciples
Recommendationsthatcanguideanorganizationinallcircumstances,
regardlessofchangesinitsgoals,strategies,typeofwork,or
managementstructure.
Governance
Themeansbywhichanorganizationisdirectedandcontrolled.
ServiceValueChain
Asetofinterconnectedactivitiesthatanorganizationperformstodelivera
valuableproductorservicetoitsconsumersandtofacilitatevalue
realization.
Practices
Setsoforganizationalresourcesdesignedforperformingworkor
accomplishinganobjective.
Continual Improvement
A recurring organizational activity performed at all levels to ensure that an
organization’s performance continually meets stakeholders’expectations.
ITIL Service Value System | Components
4.1
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ITIL4
Understand the activities of the service value chain
ThecentralelementoftheSVSisthe
servicevaluechain,anoperatingmodel
whichoutlinesthekeyactivitiesrequiredto
respondtodemandandfacilitatevalue
realizationthroughthecreationand
managementofproductsandservices.
Service Value Chain
5.1
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ITIL4
ITIL v3.1 | Service Lifecycle ITIL 4 | Service Value Chain
Service Strategy Plan
Engage
Service Design Design and Transition
Service Transition
Obtain/Build
Service Operation Deliver and Support
Continual Service Improvement Improve
Service Value Chain
…
1.1
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ITIL4
ITIL Management Practices
InITIL,amanagementpracticeisasetoforganizationalresourcesdesignedfor
performingworkoraccomplishinganobjective.
Generalmanagementpracticeshavebeenadoptedandadaptedforservicemanagementfrom
generalbusinessmanagementdomains.
ServicemanagementpracticeshavebeendevelopedinservicemanagementandITSM
industries.
Technicalmanagementpracticeshavebeenadaptedfromtechnologymanagementdomains
forservicemanagementpurposesbyexpandingorshiftingtheirfocusfromtechnologysolutions
toITservices.
ITIL Management Practices
6.1
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ITIL4
ITIL Management Practices
TheITILSVSincludes:
14GENERALmanagementpractices
17SERVICEmanagementpractices
03TECHNICALmanagementpractices
all of which are subject to the four dimensions of service management
ITIL Management Practices
6.1
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ITIL4
ITIL Management Practices
ITIL Management Practices
6.1
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General Management
Practices
Service Management
Practices
Technical Management
Practices
1.Architecture Management
2.Continual Improvement
3.Information Security
Management
4.Knowledge Management
5.Measurement and Reporting
6.Organizational Change
Management
7.Portfolio Management
8.Project Management
9.Relationship Management
10.Risk Management
11.Service Financial
Management
12.Strategy Management
13.Supplier Management
14.Workforceand Talent
Management
1.AvailabilityManagement
2.Business Analysis
3.Capacityand Performance
Management
4.ChangeControl
5.IncidentManagement
6.IT asset Management
7.Monitoring and Event
management
8.ProblemManagement
9.Release Management
10.Service Catalogue
Management
11.Service Configuration
Management
12.Service Continuity
Management
13.Service Design
14.Service Desk
15.Service Level Management
16.Service RequestManagement
17.Service Validationand Testing
1.Deployment Management
2.Infrastructure and Platform
Management
3.Software Development and
Management

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ITIL4
Understand ITIL practices
…
ChangeControl|ValueChain
7.1
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Value Chain ActivitiesHeatLevel
Plan 1
Improve 3
Engage 1
Design and Transition 3
Obtain/ Build 3
Deliverand Support 3

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ITIL4
...
ITIL v3.1 | SS ITIL 4
Strategy Management for IT services Strategy Management
BusinessRelationship Management Relationship Management
ServicePortfolio Management Portfolio Management
Financial Management for IT services ServiceFinancial Management
Demand Management Business Analysis
Service Value Chain
Service Strategy
1.1
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ITIL4
ITIL Management Practices
Thepurposeoftheportfoliomanagementpracticeistoensure
thattheorganizationhastherightmixofprogrammes,
projects,products,andservicestoexecutetheorganization’s
strategywithinitsfundingandresourceconstraints.
Portfoliomanagementencompassesanumberofdifferent
portfolios,includingthe:
Product/Serviceportfolioisthecompletesetofproductsand/or
servicesthataremanagedbytheorganization,anditrepresentsthe
organization’scommitmentsandinvestmentsacrossallits
customersandmarketspaces.
Projectportfolioisusedtomanageandcoordinateprojectsthat
havebeenauthorized,ensuringobjectivesaremetwithintimeand
costconstraintsandtospecification.
Customerportfolioisusedtorecordalltheorganization’s
customersandistherelationshipmanager’sviewoftheinternaland
externalcustomerswhoreceiveproductsand/orservicesfromthe
organization.
ITIL 4 Portfolio Management
6.1
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Customer
portfolio
Service
Pipeline
Service
Catalogue
Retired
Services
Project
portfolio
Service Portfolio

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ITIL4
...
ITIL v3.1 | SD ITIL 4
Design Coordination Project Management (1/2)
Service Catalogue Management Service Catalogue Management
Service Level Management Service Level Management
Supplier Management Supplier Management
Capacity Management Capacityand Performance Management
Availability Management AvailabilityManagement
ITService Continuity Management Service ContinuityManagement
Information Security Management Information Security Management (1/2)
Designtechnologyarchitecturesand
managementarchitectures
(ITILSDparag.3.7.3)
Architecture Management
Service Value Chain
Service Design
1.1
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ITIL4
...
ITIL v3.1 | SD ITIL 4
Designtechnologyarchitecturesand
managementarchitectures
(ITILSDparag.3.7.3)
Architecture Management
ServiceDesignPrinciples(Cap.3) Service Design
Service Value Chain
Service Design
1.1
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ITIL4
ITIL Management Practices
Thepurposeoftheprojectmanagementpracticeistoensurethatallprojectsinthe
organizationaresuccessfullydelivered.Thisisachievedbyplanning,delegating,
monitoring,andmaintainingcontrolofallaspectsofaproject,andkeepingthemotivation
ofthepeopleinvolved.
Projectsareoneofthemeansbywhichsignificantchangesareintroducedtoan
organization,andtheycanbedefinedastemporarystructuresthatarecreatedforthe
purposeofdeliveringoneormoreoutputs(orproducts)accordingtoanagreedbusiness
case.
Therearedifferentapproachestothewayinwhichprojectsaredelivered,withthe
waterfallandAgilemethodsbeingthemostcommon:
Thewaterfallmethodworkswellinenvironmentswheretherequirementsareknownupfront,and
wheredefinitionoftheworkismoreimportantthanthespeedofdelivery.
TheAgilemethodworksbestwhererequirementsareuncertainandlikelytoevolverapidlyover
time,andwherespeedofdeliveryisoftenprioritizedoverthedefinitionofpreciserequirements.
ITIL 4 Project Management
6.1
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ITIL4
...
ITIL v3.1 | SD ITIL 4
Service Level Agreement
A written agreement between an IT service provider and
the IT customer(s), defining the key service targets and
responsibilities of both parties.
Adocumentedagreementbetweenaserviceprovider
andacustomerthatidentifiesbothservicesrequired
andtheexpectedlevelofservice.
… …
Service Value Chain
Service Design | Terminology
1.1
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ITIL4
...
ITIL v3.1 | ST ITIL 4
Transition Planning and Support Project Management (2/2)
Service Asset and Configuration Mgmt ITAsset Management
Service Configuration Management
Change Management ChangeControl
Release and Deployment Management Release Management
Deployment Management
Service Validation and Testing Service Validationand Testing
Change Evaluation Risk Management
Knowledge Management Knowledge Management
Organizational Change Management (ITIL ST
cap. 6)
Organizational Change Management
Service Value Chain
Service Transition
1.1
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ITIL4
...
ITIL v3.1 | SO ITIL 4
Change
Theaddition,modificationorremovalofanythingthat
couldhaveaneffectonITservices
Theaddition,modification,orremovalofanythingthat
couldhaveadirectorindirecteffectonservices.
… …
Service Value Chain
Service Transition | Terminology
1.1
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ITIL4
...
ITIL v3.1 | SO ITIL 4
Event Management Monitoring and Event Management
Incident Management Incident Management
Problem Management ProblemManagement
Request Fulfilment ServiceRequestManagement
Access Management Information Security Management (2/2)
Service Desk Service Desk
Service Value Chain
Service Operation
1.1
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ITIL4
...
ITIL v3.1 | SO ITIL 4
Incident
AnunplannedinterruptiontoanITserviceorreduction
inthequalityofanITserviceorafailureofaCIthat
hasnotyetimpactedanITservice
Anunplannedinterruptiontoaserviceorreductionin
thequalityofaservice.
Problem
Theunderlyingcauseofoneormoreincidents Acause,orpotentialcause,ofoneormoreincidents
Service Request
Agenericdescriptionformanydifferenttypesof
demandsthatareplacedupontheITorganizationby
theusers
Arequestfromauserorauser’sauthorized
representativethatinitiatesaserviceactionwhich
hasbeenagreedasanormalpartofservice
delivery.
… …
Service Value Chain
Service Operation | Terminology
1.1
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ITIL4
...
ITIL v3.1 | CSI ITIL 4
The Seven-step Improvement Process Measurement and Reporting (1/2)
CSI Approach (CSI parag. 3.1) Continual Improvement
Service Measurement (CSI parag. 5.4) Measurement and Reporting (2/2)
Service Reporting (CSI parag. 5.7)
Service Value Chain
Continual Service Improvement
1.1
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ITIL4
...
ITIL v3.1 ITIL 4
Risk Assessment and Management
(ITIL SS Appendix E, SD Appendix M, ST Appendix B,
SO Appendix G, CSI Appendix C)
Risk Management
Competence and Training
(ITIL SS parag. 6.10, SD parag. 6.5, ST parag. 6.6, SO
parag. 6.9, CSI parag. 6.6)
Workforceand Talent Management
BusinessAnalysis
(Thepurposeofthebusinessanalysispracticeisto
analyseabusinessorsomeelementofit,defineits
associatedneeds,andrecommendsolutionstoaddress
theseneedsand/orsolveabusinessproblem,which
mustfacilitatevaluecreationforstakeholders.)
Service Value Chain
…
1.1
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ITIL4
...
ITIL v3.1 ITIL 4
InfrastructureandPlatformManagement
(Thepurposeoftheinfrastructureandplatform
managementpracticeistooverseetheinfrastructure
andplatformsusedbyanorganization.)
SoftwareDevelopmentandManagement
(Thepurposeofthesoftwaredevelopmentand
managementpracticeistoensurethatapplications
meetinternalandexternalstakeholderneeds,interms
offunctionality,reliability,maintainability,compliance,
andauditability.)
Service Value Chain
…
1.1
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ITIL4
Courseware Owner
Claudio Restaino
Director Professional Services
mob. [phone]
[email protected]