ITIL V3 vs ITIL 4 Summary

Cheatsheet Content

ITIL V3 (2007/2011) - Lifecycle Approach ITIL V3 focused on a service lifecycle, emphasizing processes and functions to deliver value. It was structured around five core publications, each representing a stage in the service lifecycle. 1. Service Strategy Purpose: Define the perspective, position, plans, and patterns that an organization needs to execute to achieve its objectives. Key Processes: Strategy Management for IT Services Service Portfolio Management Financial Management for IT Services Demand Management Business Relationship Management 2. Service Design Purpose: Design new or changed services for introduction into the live environment. Key Processes: Design Coordination Service Catalogue Management Service Level Management (SLM) Availability Management Capacity Management IT Service Continuity Management (ITSCM) Information Security Management Supplier Management 3. Service Transition Purpose: Build and test services, ensuring they are ready for deployment and operation. Key Processes: Transition Planning and Support Change Management Service Asset and Configuration Management (SACM) Release and Deployment Management Service Validation and Testing Change Evaluation Knowledge Management 4. Service Operation Purpose: Deliver and support services, managing the day-to-day operations. Key Processes: Event Management Incident Management Problem Management Request Fulfilment Access Management Key Functions: Service Desk Technical Management Application Management IT Operations Management 5. Continual Service Improvement (CSI) Purpose: Align IT services with changing business needs by identifying and implementing improvements. Key Process: 7-Step Improvement Process (Identify strategy, define what to measure, gather data, process data, analyze data, present information, implement improvement) ITIL 4 (2019) - Value System Approach ITIL 4 shifts from a lifecycle to an end-to-end Service Value System (SVS), integrating modern practices like Agile, DevOps, and Lean. It focuses on co-creating value with customers. 1. Guiding Principles Seven principles that guide an organization's decisions and actions: 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 2. Governance The means by which an organization is directed and controlled. It involves evaluating, directing, and monitoring. 3. Service Value Chain (SVC) A flexible operating model for the creation, delivery, and continual improvement of services. It includes six activities: Plan: Ensure a shared understanding of vision and current status. Improve: Ensure continual improvement of products, services, and practices. Engage: Understand stakeholder needs and ensure transparency. Design & Transition: Create new or changed products and services. Obtain/Build: Ensure service components are available. Deliver & Support: Ensure services are delivered and supported as agreed. 4. Practices (Replaced Processes/Functions in V3) Sets of organizational resources designed for performing work or accomplishing an objective. ITIL 4 has 34 management practices, categorized into: General Management Practices: Strategy Management, Portfolio Management, Architecture Management, Financial Management, Workforce and Talent Management, Measurement and Reporting, Risk Management, Information Security Management, Supplier Management, Relationship Management, Continual Improvement, Organizational Change Management, Project Management, Service Level Management, IT Asset Management, Monitoring and Event Management, Knowledge Management. Service Management Practices: Availability Management, Business Analysis, Capacity and Performance Management, Change Enablement (formerly Change Management), Incident Management, Problem Management, Release Management, Service Catalogue Management, Service Configuration Management, Service Continuity Management, Service Desk, Service Request Management, Service Validation and Testing. Technical Management Practices: Deployment Management, Infrastructure and Platform Management, Software Development and Management. 5. Continual Improvement Integrated into the SVS, with a dedicated practice. The ITIL 4 improvement model is simplified: What is the vision? Where are we now? Where do we want to be? How do we get there? Take action Did we get there? How do we keep the momentum going? Key Differences & Evolution Feature ITIL V3 (2007/2011) ITIL 4 (2019) Core Concept Service Lifecycle (Strategy, Design, Transition, Operation, CSI) Service Value System (SVS) Focus Processes and functions, managing services Co-creating value, end-to-end value delivery Structure 5 books (lifecycle stages) Guiding Principles, Governance, Service Value Chain, Practices, Continual Improvement Modern Integration Limited integration with Agile, DevOps, Lean Strong integration with Agile, DevOps, Lean, Cloud, AI, etc. "Processes" Detailed processes within each lifecycle stage Replaced by "Practices" (34 of them), more holistic "Functions" 4 distinct functions (e.g., Service Desk) Integrated into Practices (e.g., Service Desk is a practice) Change Management "Change Management" (often seen as a bottleneck) "Change Enablement" (focus on enabling changes faster and safer) Continual Improvement Separate stage (CSI) with 7-step process Integrated into SVS, with a dedicated practice and simpler model Flexibility More prescriptive, less flexible More adaptable, less prescriptive, focus on principles Value Co-creation Implied, but not central Explicitly central to the SVS