A Quick Guide to ITIL®4.

by KnowledgeHut
26th Feb, 2020
Last updated on 26th Feb, 2020
2 mins read

ITIL^®4 was launched in 2019 as an evolved version of ITIL^® v3 concepts and practices. The core focus of ITIL^®4 is to provide an emphasis on the business and technology world, how it works today, and how it will work in the future with Agile, DevOps and digital transformation. It was developed with the goal to empower enterprises with new and agile ways of working.

This infographic serves as a quick guide to ITIL^®4.

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KnowledgeHut is a fast growing Management Consulting and Training firm that is a source of Intelligent Information support for businesses and professionals across the globe.

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Top 5 ITIL® Trends to Watch Out for in 2020

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The emergence of ITIL® (Information Technology Infrastructure Library) framework brought information technology in alignment with the business needs of an organization. Over the years, it has benefited organizations of all sizes, along with government bodies and universities, to operate in an efficient manner to achieve their respective goals.The biggest highlight of 2019 in ITSM (Information Technology Service Management) was the launch of ITIL® 4. With ITIL 4, IT professionals will be able to usher digital transformation in their organisations, which in turn promotes work efficiency.Before we explore the upcoming trends in ITIL and ITSM in 2020, let us understand what these terms stand for.Information Technology Service Management (ITSM)ITSM refers to the organizational activities, processes, policies, and procedures carried out to implement, improve, and support IT services.Information Technology Infrastructure Library (ITIL)ITIL®, the most popular approach to IT Service Management (ITSM), focuses on aligning IT services with the needs of business with a set of best practices.Let’s dive into the exciting ITIL® trends to look out for in 2020!1. Adoption of AI-supported ITIL® PracticesAI and ML will revolutionize the way ITIL® practices were conventionally done. This will lead to two major changes in the way businesses and professionals work: automation of routine tasks and use of data analysis to serve both current and future industry trends.Although AI adoption or automation could take away of lot of jobs across industries, the deployment of ITIL® methodologies will make processes hassle-free in various business scenarios.2. Better Customer Experience and EngagementAny successful business today offers top-notch customer experience. In 2020, ITIL® will help businesses customise their products and services so that they can live up to the specific expectations of their customers. Organizations will be able to deliver superior customer experience by following ITIL 4’s 7-step continual improvement model. It’s proven to benefit any enterprise that has customers (businesses or individuals) to serve. By establishing the right processes and boundaries, ITIL 4 will enhance both transparency and user experience while driving organizations to success.3. Collaboration of DevOps and ITIL®Traditionally, ITIL® is concerned with the smooth functioning of ticketing systems. When a ticket is raised, conflict resolution is carried out through a series of steps, often by different people/teams. On the other hand, DevOps aims at automating the entire process of ITIL®. This will help solve significant challenges in configuration, release and deployment management processes.In 2020, the collaboration of DevOps with ITIL® practices will make workflows more efficient. Any unnecessary dependency on personnel will be eliminated, thus driving business solutions faster.4. Better Employee SatisfactionA recent report on employee engagement claimed that companies with engaged employees have 81 percent higher customer satisfaction. Most employees who feel engaged at work, stated that recognition of their work was the primary motivator. ITIL 4 upholds the need for achieving this workforce enablement through research-based strategies. Companies who haven’t already embraced ITIL 4 in this regard would have to adopt it for enterprise success, at least this year. Adoption of cloud-based services, giving employees the flexibility to work remotely and developing processes that are conducive to their well-being are some recommendations by industry experts. After all, happy employees play a key role in customer satisfaction.5. Higher Information SecurityIn the digital age, all companies across sectors have an online presence. Transfer of data is also happening at an alarming rate but isn't always free from security threats. While information is crucial for an organization’s success, its security and privacy should be of paramount concern too.In 2020, information security will be high on priority for all ITIL 4 practices. All ITIL® operational processes will occur in conjunction with universal security standards. In any business, ITIL® Information Security Management (ISM) will ensure that information security across all its services will be in complete alignment with IT and business security. This will prevent any potential risks, threats and losses. This will not be a one-time process but a continuous one.The Way Forward in 2020Enterprises that embrace ITIL 4 consistently across the organization, right from the management to the workforce, stand to benefit the most in 2020. There is a huge potential waiting to be realized in the IT space and staying abreast of the latest trends in ITIL will ensure increased work efficiency while reducing costs.

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Silo mentality is a mindset adopted by certain employees/teams/departments within the same organization. Silo working hampers efficiency, scope for improvement, cross-functional knowledge transfer as well as trust-building within a workforce.The existence of a silo mentality drastically affects the health of the company culture in the long run.However, silo working has been a management term that has been doing the rounds for quite some time now. A silo mindset can be eradicated with the right vision and training by the executive leaders of organizations. ITIL® plays a vital role in creating this shift and helps in preventing such destructive organizational practices.2 ways ITIL 4 eliminates a siloed approach to workITIL 4 was introduced with the intention to streamline the service value chain by eliminating orthodox processes. It enables teams to develop a holistic approach instead of a siloed approach.Below are the 2 ways enterprises can use ITIL 4 to avoid a siloed approach to work:1. Foster a collaborative work environment right from the top77% of organizations say that ITIL has helped them implement effective organizational changes. In majority of these organizations, ITIL was adopted right from the senior management to beginner-level employees. When professionals in the top levels of an organization display teamwork with a growth mindset, it’s inevitable that the rest of the workforce would adopt it.This level of collaboration right from the top reinforces the idea that employees/teams must work together to achieve business goals. ITIL 4 helps organizations frame new process architectures that revolve around the value-creation principle. Processes are formally documented to keep track of consistency and progress, and dependencies involved in each process are clearly laid out. This way, teams tend to work holistically and a siloed approach to work is reduced.2. Enlighten the employees about a holistic work approachA rigid work culture leaves the employees uninspired to collaborate. ITIL 4 advocates building a customer-centric culture. However, for happy customers to be born, employees must be satisfied first. Enterprises must consider the aspirations of their employees and why they prefer siloed work over teamwork. If the employees raise concerns regarding the company culture and the lack of enough support is compelling them to work in silo, those need to be addressed.Employees who feel that they lack the right skills to collaborate should also be supported to uplift their productivity. They can also be rewarded for their efforts for team work through periodic performance reviews and rewards/recognition.Nipping siloed approach at the budIn the past, ITSM had received a lot of flak for promoting siloed working, However, the latest version of ITIL, ITIL 4, rectified this flaw of ITSM. Amidst this highly competitive market, it’s imperative for organizations to generate value quickly. Siloed approach impedes enterprises from a value-generation point of view. Industry experts are of the view that on-the-job trainings are the best way to upskill the entire workforce in ITIL 4. Adoption of ITIL 4 will greatly help in curbing a siloed approach to work and encourage a holistic and collaborative work methodology.

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ITIL refers to a public framework which best describes the best practice in the effective management of IT service. It facilitates the practical framework for the authority of various procedures related to the IT processes. It is also associated with the continual measurement and improvement of the quality of IT service that is to be delivered. The IT service that has to be given is from the perspective of customers as well as the organization. Since its creation, ITIL has become the widely accepted approach to IT service supervision in the world. There are various benefits related to the implementation of ITIL practices. With the practical implementation of ITIL practices, there would be an increase in customer satisfaction related to the IT services. The origin of ITIL ITIL practices first came to light in the late 1980s by the Central Computer and Telecommunications Agency which is often abbreviated as CCTA and is located in Britain. The popularity of ITIL practices lies in the fact that these methods are not rigid. It provides a framework with the help of which organizations can adapt to their own needs. It is important to note that ITIL breaks down the functions related to IT into full capacity and discrete components that usually spans across the entire length of the enterprise in terms of IT practice. Moreover, these services are designed in a block manner so that they can be utilized for the use of an external service provider. ITIL comprises of strategic, tactical and operational components. The vital elements comprise of long-term goals of a particular service and high-level activities are required to undertake them. The tactical components comprise of individual processes that would monitor the assignments and activities required to execute the service. Furthermore, operational aspect includes of the specific implementation of the various procedures so that it can provide assistance to the stakeholders and the users. In this context, it is important to note that the completion of the operational assignments implies that the strategic objectives are achieved within the expected frames of time. The various versions related to ITIL practices The ITIL practices were first published from 1987 to 1996 on behalf of the CCTA organization. In this context, it is important to note that the second version of ITIL was released in the form of books from 2000 to 2004. Quite interestingly, the initial version of ITIL comprised of a collection of 31 books. This group has usually covered all notions of the IT provision. The service strategy of ITIL It is important to note that service strategies related to ITIL usually comprises of assessing the current market requirements and offerings. By carefully examining the offerings and plans, the organization can create a program so that the services can meet needs. In this context, it is vital to note that ITIL service strategy comprises of separate processes. They are in the form of financial management, strategy management for IT services, business relationship management, demand management and service portfolio management. Here is the detailed description of each of these processes. Financial Management: It is focused on the services and commercial spending. It comprises of the aspects of accounting, budgeting, and charging activities of the organization. This type of process is also focused on the costs so that it can provide the required amount of services while maximizing the value of the service. Relationship Management of the organization: It is that type of a relationship management that involves the creation and maintenance of relationships related to the clients. It is also associated with comprehending the needs of the customers as well as providing services as per the audited requirements. Demand Management:It identifies the demand of the customer as per the services provided. It is one of those processes which is associated the application of the customers. The availability and the types of services are all part of Demand Management. Strategy Management in case of IT services: It is one of those processes that are associated with assessing the IT services in the notion of the overall position of the market. It also comprises of the need to determine the current market trends so that the customer needs can be satiated in a proper manner. It also includes planning for the potential expansion of the market. Service management of portfolio:It is focused on the effective management of the offered IT services. The portfolio management would also ensure that the goods and services delivered are always associated with the goals of service strategy. The service design of ITIL The service design of ITIL is focused on the correct construction of service offerings to address needs of the customers as well as the business organization. Quite interestingly, the service design publication is made up of 8 separate processes. These processes comprise of management of capacity, service catalog management, management of the service level, availability management, and IT service continuity management, management of supplier, design coordination, and management related to information security. The catalog management of the services comprises of the accessibility to service customers which is required to keep the services remain productive. On the other hand, capacity management makes sure that the systems are always functioning at the needed capacity. On the other hand, supplier management reviews the relationships of the suppliers which are also resplendent with third parties and their various terms of contracts and agreements. It is important to note that security has emerged as a vital issue of the organizations who operate in the domain of IT field. However, the practices of ITIL set it apart from others. The security patches related to ITIL usually outlines a continuous improvement process to assess the risks associated to processing information. On the other hand, ITIL practices are best tuned with the technical support. Hence, it is quite evident that all the ITIL practices are in sync with the levels of customer satisfaction. In this manner, it continually strives hard to make the organization in an efficient way.

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