How the ITIL 4 methodology interprets the concept of "service management", what benefits it brings to the organization and 10 key practices of the updated library.
Initially, the ITIL methodology became known to companies as the standard for IT service management. At the same time, its main ideas go beyond that and are applicable to any service organization. The new version of ITIL 4 contains recommendations for businesses with different levels of maturity, which seek to apply best practices in designing their own service delivery model.
While some of the approaches described in ITIL 4 are familiar from previous editions, the latest is a significant breakthrough as it revises most of the established ITSM practices.
In ITIL 4, service management is a set of organizational practices that help create value to customers in the form of services.
The concept of "practices" appears in ITIL 4. It is broader than the "processes" from the previous version and takes into account such factors as personnel, their core competencies, technology, etc.
In ITSM all activities should be aimed at providing quality services and at their constant improvement. This is possible through continuous results analysis, problem management and knowledge management as an opportunity to reuse experience and solve issues faster.
In ITIL 4, the ideas of continuous improvement have been developed and integrated into service management practices themselves. Great emphasis is placed on regularity, consistency of improvement, and acceleration of the action-response cycle.
New in ITIL 4:
Incident management practices focus on fixing interrupted access to services as quickly as possible and correcting their quality according to business priorities.
In ITIL 4 one of the most popular practices was developed: the principles of swarming to solve complex incidents (elimination of incidents by self-organizing teams) were described, the prioritization was detailed not only for the incident as a whole, but also in relation to the team eliminating it. Incidents are now seen as part of the overall service backlog, with "safe experiments" in the infrastructure acceptable for their resolution.
New in ITIL 4:
The practice of "problem management" helps to prevent and eliminate the possibility of incidents or recurring problems by identifying relationships and taking action to address root causes.
ITIL 4 added depth to problem management practices (now analyzing problems by process, product, vendor, and personnel) and built them into the overall service backlog. Access to problem card logging can be restricted and risk management practices are applied to their handling.
New in ITIL 4:
The practice of "service request management" assists in the processing of user requests for new equipment or any other standard services.
ITIL 4 focuses on maximizing the standardization of service requests, automating their execution, and significantly impacting the practice on overall service customer satisfaction.
New in ITIL 4:
The practice of "change support" helps to make any changes to services faster, assessing risks and the potential impact of downtime. It can be used to avoid making changes during critical periods of activity and minimize any impact of unplanned changes.
ITIL 4 focuses on supporting change during implementation and reducing the risk of change rejection. Change requests themselves are treated as part of the overall service backlog. A large flow of changes should be managed by modern methods: CI\CD, DevOps, Agile. A balance between efficiency, throughput, and risk is important.
New in ITIL 4:
Risks are reduced by reducing the volume of each change made, automatic methods of rolling back changes and automatic configuration management.
To increase the speed of changes in CI/CD technology changes are not coordinated, they are low-risk. Reconciliation is taking the change into a sprint. Changes are not analyzed if automatic testing does not detect errors.
The goal of knowledge management practices is to increase the efficiency and usability of information and knowledge in the company. Knowledge management allows you to get the right data on time, in a convenient format and in accordance with the access policy.
ITIL 4 added to the practice of learning and purposeful search for knowledge in the organization, introduced the concept of "Absorptive capacity of the organization". The knowledge itself is treated as an asset and can be explicit or implicit (according to the SECI model).
New in ITIL 4:
This practice involves observing events (certain changes to the system), recording them, and generating reports. Event management helps to proactively prevent disruptions and maintain a high level of service availability in the company without interruptions.
ITIL 4 pays more attention to the task of monitoring, this is reflected in the name of the practice. Reactive (classic) and proactive (proactive) monitoring are described, and the concept of a Service Health Model is introduced.
New in ITIL 4:
The practice of "service level management" helps you set clear service delivery goals and track compliance with those goals through reports. Includes business services and service level data.
ITIL 4 has greatly expanded the practice and increased the level of standardization. The focus of the practice is to make sense of service delivery outcomes. The concept of service level agreement has merged both SLA and OLA (OLA no longer exists as a separate entity), and the concept of quality itself now considers implicit service requirements, service UX, feedback, and quality ratings from experts. The practice of "change and report management" is highlighted to support the collection of information on the quality of service delivery.
New in ITIL 4:
The practice of "service configuration management" collects information about the organization's assets, technology, and employees. The primary purpose is to maintain accountable records, assess risks, and form interdependencies.
ITIL 4 has introduced value and product flow accounting into the scope of the practice.
New in ITIL 4:
This practice is closely related to configuration management. However, the primary goal of asset management is to optimize the cost of asset ownership and maintenance.
ITIL 4 looks at new types of assets – knowledge – and the practice itself is no longer part of configuration management, it is highlighted as a stand-alone practice.
New in ITIL 4: