Now we have ITIL 4 which takes another step upward. We reach the Service Value Systems (SVS), which encompasses all matters relating to service management (IT and non-IT). Within the SVS there is the Service Value Chain, where new and modified services pass through 6 activities, in any order, and possibly passing through the same activities more than once. We maintain the 34 processes (now called Practices) of v3, however each now only rates 2 or 3 pages (in the Foundation manual).
I wonder what the next step up will be with ITIL 5?
But before I get too far ahead, let’s look at ITIL 4. It does contain a lot of great value. Albeit, I think the value is easier understood by veterans of v2 and v3, than might be expected of someone new to the ITIL journey.
A brief explanation of ITIL 4
ITIL 4 has at its core the Service Value System. This envelops all elements required to move from a Demand or Opportunity, through to delivering Value for the customer. Either the customer, client or community is demanding improvements to existing services, or internally, the service provider sees an opportunity to enhance the service, deliver greater value or reduce cost, and seize a greater market share.
Looking inside the SVS reveals:
1.The Service Value Streams – which is actually many different streams passing
through the Service Value Chain (SVC) Activities, in different sequences, as required. The strreams plot out a flow of activities to be performed. Remaining agile, the flow is not fixed, but a guideline.
I am compelled here to say that I still believe in the Service Lifecyle of v3 (Strike
me down for being a heretic!). The Chain describes what is necessary for enhancements to a service, but you must remain aware of the stage at which an individual service is at, else your Chain flow may not be appropriate. More debate on this to come!
2. SVC Activities – each with an objective to contribute to the delivery of value. Eachactivity can be considered as steps in a stream. Each stream will be unique depending on the type of value being sought.
I like to refer to these activities as PIEDOD activities. This is not to imply any order, just to make them easy to remember.
a. Plan – what are we seeking to do, how, and what are the parameters?
b. Improve – where are we now, where do we want to get to and how do we know we have got there?
c. Engage – with all relevant stakeholders. They are the only ones that can tell us what real value means to them.
d. Design and Transition – how will we deliver the enhancement? This includes all aspects including OCM, testing, security, release, utility and warranty.
e. Obtain or Build – make it happen, ideally as designed, but remaining flexible to the lessons we learn along the way, and
f. Deliver and Support – make the new or enhanced Product or Service available to the customer. There is NO value in any enhancement until the customer starts actually using it.
3. Around the Service Value Chain sits Governance. Are we being true to our goals and objectives?