What is ITIL^®? The central elements (part 2)

ITIL 4 builds on two central concepts: the Service Value System and the four dimensions of service management.

1. the Service Value System (SVS)

The SVS describes the components of ITIL and how they work together to create value for customers and the service provider.

At the core of the SVS is the service value chain. This can be seen as a kind of operator model for a service provider. With six basic activities, the value chain describes a system that helps a company in three ways, by

• provides a common language and system for basic tasks of an IT organization
• Defines a uniform, top-level flight level for describing the value flows or value streams in an IT organization, as well as
• creates a structure for the targeted use of the 34 best practices.

SVS and value chain are triggered by needs and opportunities and ensure in a structured way that those products and services are developed and delivered that enable co-creation of value with customers.

The service value chain is embedded by governance and supported by 34 practices. Governance ensures that value creation is aligned with business objectives and compliant with applicable regulations.

The practices describe procedures and recipes for success for completing the diverse tasks of a service provider: from the management of an IT strategy, finances, risks and projects, to the development and maintenance of architectures, platforms, infrastructures and applications, to the classic IT tasks of support, maintenance and day-to-day management of the IT landscape. The practices describe how the activities of the value chain are executed. Well-known practices are incident management, change enablement, service level management, service configuration management, supplier management and service catalog management.

The value chain, governance and practices are framed by the concept of continuous improvement and the seven basic principles. Continuous improvement must be an integral part of a service provider's culture and actions. The basic principles help to adapt ITIL to the individual requirements of an organization ("How much ITIL do we need?") and to embrace the concepts of service management ("How do we get serious?").

The SVS helps break down silos and develop more robustness and agility in an organization. It is designed to create a clear structure focused on value creation, but at the same time leaves plenty of room for design and adaptation - be it methodological, technical, cultural or size-related. ITIL 4 can be used classically AND agile AND mixed.

2. the four dimensions of service management

Success in service management is based on the successful combination of several factors. ITIL describes these factors as the four dimensions of service management:

• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes

Experience from decades of IT service management shows that wherever one or even more of these dimensions is neglected, success is achieved only to a limited extent or not at all.

Organization & People includes structures, roles, authorities, skills (hard and soft skills), values, culture, leadership and much more.

Information & Technology comprises the technology for services and the management of these services and the information required for them.

Partners & Suppliers takes into account the fact that today no IT organization provides its services alone, but is always and increasingly part of a value network. Services can only be successfully managed and delivered through value-creating collaboration in this network.

Everything a service provider does must contribute directly or indirectly to value creation. It is the beginning and end of all considerations, the justification for investments, and the basis for assuring performance to customers. A common and clear understanding of how the organization delivers products and services to customers along the value chain using defined value streams and processes is the focus of the fourth dimension "Value Streams & Processes

The four dimensions are used as THE central concept to address all sides of service management. They form the outline of all 34 Practice Guides and are repeatedly picked up throughout all modules to clarify and ensure the holistic approach of ITIL 4.

Your path to ITIL: What qualification options are available?

The first step is a basic training course with a simple multiple-choice exam - the ITIL Foundation. It offers a broad and solid overview of the entire framework. The goal is to gain a basic understanding and awareness of the topic of service management. The Foundation is also the prerequisite for the more advanced modules.

To deepen the Foundation knowledge, there are then a number of more advanced modules with different focus. Brand new are the following two courses:

• ITIL 4 Specialist - Acquiring & Managing Cloud Services (expected to start Q1 2022): Focus on service management and cloud services
• ITIL 4 Specialist - Sustainability in Digital & IT (expected to start Q1 2022): Takes up the current topic of sustainability and responsible use of resources for service management

In addition, there are many other modules:

• ITIL 4 Specialist - Create, Deliver & Support (CDS): The focus is on the concept of value streams.
• ITIL 4 Specialist - Drive Stakeholder Value (DSV): The focus is on the relationship between provider and consumer along the proven concept of the customer journey.
• ITIL 4 Specialist - High Velocity IT (HVIT): The focus here is on the necessary adjustments in service management for digitization.
• ITIL 4 Leader - Direct, Plan & Improve (DPI): Covers the concepts and practices for guiding and directing a service management organization, including its continuous improvement and management of cultural change.
• ITIL 4 Strategist - Digital & IT Strategy (DITS): Provides insight into new and modern approaches to designing and implementing a successful digitalization strategy.

Each advanced module includes an independent examination and certification. The goal of the qualification scheme is not the collection of certificates, but the possibility to offer interested parties a suitable perspective on service management depending on their focus and task.

Nevertheless, the combination of several advanced modules offers the chance to obtain higher-level titles:

• ITIL 4 Managing Professional through the combination of CDS, DSV, HVIT and DPI
• ITIL 4 Strategic Leader through the combination of DPI and DITS

For all those who have already achieved extensive certifications in previous ITIL versions, the "short" path of the Managing Professional Transition Training is the best way to make the switch.

What is ITIL? A conclusion

ITIL^® 4 is a holistic framework for the management of IT services based on globally recognized recipes for success. The goal and core focus throughout all elements is the joint creation of value by IT service providers and IT consumers. ITIL is also a qualification scheme for IT professionals. In sum, ITIL is indispensable for the transformation of any IT organization to be ready for the age of digitalization.