ITIL v3 vs v4

ITIL v3 mapping to ITIL v4 by Claudio Restaino

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 from AXELOS Limited. All rights reserved.” ITIL v3 mapping to ITIL v4

2. The new updated ITIL guidance will be called ITIL 4 . This name reflects the role ITIL 4 will play in supporting individuals and organizations to navigate the Fourth Industrial Revolution . How does ITIL v3 map against ITIL 4? Whilst ITIL 4 retains many of the core elements of ITIL v3, and much of the existing guidance will be recognisable in parts of ITIL 4, there are no direct like-for-like modules between the two certification schemes. Service Management What will the new ITIL® be called? 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

3. ... ITIL v3.1 ITIL 4 User User Customer Customer Sponsor (A person who authorizes budget for service consumption) Key Concepts of Service Management Terminology 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

4. ... 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 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

5. ... ITIL v3.1 ITIL 4 People Organizations and People Products Information and Technology Partners Partners and Suppliers Processes Value streams and Processes Four Dimensions of Service Management … 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

6. The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. 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 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

7. Understand the purpose and components of the ITIL service value system Guiding Principles Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. Governance The means by which an organization is directed and controlled. Service Value Chain A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization. Practices Sets of organizational resources designed for performing work or accomplishing an objective. 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 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

8. Understand the activities of the service value chain The central element of the SVS is the service value chain, an operating model which outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services. Service Value Chain 5.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

9. 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 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

10. ITIL Management Practices In ITIL, a management practice is a set of organizational resources designed for performing work or accomplishing an objective. General management practices have been adopted and adapted for service management from general business management domains. Service management practices have been developed in service management and ITSM industries. 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. ITIL Management Practices 6.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

11. ITIL Management Practices The ITIL SVS includes: 14 GENERAL management practices 17 SERVICE management practices 03 TECHNICAL management practices all of which are subject to the four dimensions of service management ITIL Management Practices 6.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

12. ITIL Management Practices ITIL Management Practices 6.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved. General Management Practices Service Management Practices Technical Management Practices Architecture Management Continual Improvement Information Security Management Knowledge Management Measurement and Reporting Organizational Change Management Portfolio Management Project Management Relationship Management Risk Management Service Financial Management Strategy Management Supplier Management Workforce and Talent Management Availability Management Business Analysis Capacity and Performance Management Change Control Incident Management IT asset Management Monitoring and Event management Problem Management Release Management Service Catalogue Management Service Configuration Management Service Continuity Management Service Design Service Desk Service Level Management Service Request Management Service Validation and Testing Deployment Management Infrastructure and Platform Management Software Development and Management

13. Understand ITIL practices … Change Control | Value Chain 7.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved. Value Chain Activities Heat Level Plan 1 Improve 3 Engage 1 Design and Transition 3 Obtain / Build 3 Deliver and Support 3

14. ... ITIL v3.1 | SS ITIL 4 Strategy Management for IT services Strategy Management Business Relationship Management Relationship Management Service Portfolio Management Portfolio Management Financial Management for IT services Service Financial Management Demand Management Business Analysis Service Value Chain Service Strategy 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

15. ITIL Management Practices The purpose of the portfolio management practice is to ensure that the organization has the right mix of programmes, projects, products, and services to execute the organization’s strategy within its funding and resource constraints. Portfolio management encompasses a number of different portfolios, including the: Product/Service portfolio is the complete set of products and/or services that are managed by the organization, and it represents the organization’s commitments and investments across all its customers and market spaces. Project portfolio is used to manage and coordinate projects that have been authorized, ensuring objectives are met within time and cost constraints and to specification. Customer portfolio is used to record all the organization’s customers and is the relationship manager’s view of the internal and external customers who receive products and/or services from the organization. ITIL 4 Portfolio Management 6.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved. Customer portfolio Service Pipeline Service Catalogue Retired Services Project portfolio Service Portfolio

16. ... 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 Capacity and Performance Management Availability Management Availability Management IT Service Continuity Management Service Continuity Management Information Security Management Information Security Management (1/2) Design technology architectures and management architectures (ITIL SD parag. 3.7.3) Architecture Management Service Value Chain Service Design 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

17. ... ITIL v3.1 | SD ITIL 4 Design technology architectures and management architectures (ITIL SD parag. 3.7.3) Architecture Management Service Design Principles (Cap. 3) Service Design Service Value Chain Service Design 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

18. ITIL Management Practices The purpose of the project management practice is to ensure that all projects in the organization are successfully delivered. This is achieved by planning, delegating, monitoring, and maintaining control of all aspects of a project, and keeping the motivation of the people involved. Projects are one of the means by which significant changes are introduced to an organization, and they can be defined as temporary structures that are created for the purpose of delivering one or more outputs (or products) according to an agreed business case. There are different approaches to the way in which projects are delivered, with the waterfall and Agile methods being the most common: The waterfall method works well in environments where the requirements are known upfront, and where definition of the work is more important than the speed of delivery. The Agile method works best where requirements are uncertain and likely to evolve rapidly over time, and where speed of delivery is often prioritized over the definition of precise requirements. ITIL 4 Project Management 6.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

19. ... 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 . A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. … … Service Value Chain Service Design | Terminology 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

20. ... ITIL v3.1 | ST ITIL 4 Transition Planning and Support Project Management (2/2) Service Asset and Configuration Mgmt IT Asset Management Service Configuration Management Change Management Change Control Release and Deployment Management Release Management Deployment Management Service Validation and Testing Service Validation and 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 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

21. ... ITIL v3.1 | SO ITIL 4 Change The addition, modification or removal of anything that could have an effect on IT services The addition, modification, or removal of anything that could have a direct or indirect effect on services. … … Service Value Chain Service Transition | Terminology 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

22. ... ITIL v3.1 | SO ITIL 4 Event Management Monitoring and Event Management Incident Management Incident Management Problem Management Problem Management Request Fulfilment Service Request Management Access Management Information Security Management (2/2) Service Desk Service Desk Service Value Chain Service Operation 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

23. ... ITIL v3.1 | SO ITIL 4 Incident An unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a CI that has not yet impacted an IT service An unplanned interruption to a service or reduction in the quality of a service. Problem The underlying cause of one or more incidents A cause, or potential cause , of one or more incidents Service Request A generic description for many different types of demands that are placed upon the IT organization by the users A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery . … … Service Value Chain Service Operation | Terminology 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

24. ... 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 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

25. ... 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) Workforce and Talent Management Business Analysis ( The purpose of the business analysis practice is to analyse a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders. ) Service Value Chain … 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

26. ... ITIL v3.1 ITIL 4 Infrastructure and Platform Management (The purpose of the infrastructure and platform management practice is to oversee the infrastructure and platforms used by an organization.) Software Development and Management (The purpose of the software development and management practice is to ensure that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability.) Service Value Chain … 1.1 Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.

27. Courseware Owner Claudio Restaino Director Professional Services mob. [phone] [email protected]