Limited AXELOS - ITIL®4: Create, Deliver and Support

ITIL 4:
Create, Deliver and Support

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Figure 3.2: Schatsky, David & Muraskin, Craig & Iyengar, Kaushik. (2016) Robotic process automation, A path to the cognitive enterprise. [online] Deloitte Insights, Deloitte University Press. https://www2.deloitte.com/us/en/insights/focus/signals-for-strategists/cognitive-enterprise-robotic-process-automation.html [accessed 08 January 2020]. Reproduced by permission of Deloitte LLP

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First edition 2020

2nd impression 2020

ISBN 9780113316335

Printed in the United Kingdom for The Stationery Office

Material is FSC certified and produced using ECF pulp, sourced from fully sustainable forests.

P003013947 c20 01/20

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Foreword

At this new stage in the development of the IT industry, AXELOS is delighted to present ITIL 4, the latest step in the evolution of IT best practice. By building on our experience and bringing fresh and forward-looking thinking to the marketplace, ITIL 4 equips your business to deal with the challenges currently faced by the industry.

The adoption of ITIL as the most widely used guidance in the world on IT and service management will continue with ITIL 4. It ensures continuity with existing ways of working (where service management is already successful) by integrating modern and emerging practices with established and proven know-how. ITIL 4 also provides guidance on these new methods to help individuals and organizations to see their benefits and move towards using them with confidence, focus, and minimal disruption.

ITIL 4s holistic approach raises the profile of service management in organizations and industries, setting it within a more strategic context. Its focus tends to be on end-to-end product and service management, from demand to value.

ITIL 4 is the result of a great deal of global research and development work across the IT and service management industries; this work has involved active practitioners, trainers, consultants, vendors, technicians, and business customers. The architect team has collaborated with the wider stakeholders and users of ITIL to ensure that the content meets the modern requirements of continuity, innovation, flexibility, and value.

ITIL training provides individuals with a structured approach for developing their competencies in the current and future workplace. The accompanying guidance also helps organizations to take advantage of the new and upcoming technologies, succeed in making their digital transformations, and create value as needed for themselves and their customers.

ITIL4: Create, Deliver and Support provides practical guidance in applying the concepts described in ITIL Foundation. It explores several approaches to working, as well as how new technologies can be combined with ITIL 4 to deliver the best outcome for an organization. It also recommends taking a holistic approach to culture and people to support the delivery of successful outcomes.

Welcome to the new generation of IT best practice!

Mark Basham
CEO, AXELOS Global Best Practice

Preface

As lead editor, it has been a privilege to work with an international and highly regarded authoring team. This has resulted in a body of practical work that combines proven guidance with new ideas. Expanding and elevating the position and perception of ITIL within the IT and service management industry, it also takes the industry on a fast-track journey into the world of Agile working and digital delivery.

There are several areas that are critical to success, such as team dynamics, organizational culture and change, customer experience, employee well-being, cross-team collaboration, automation, and commercial operation. These capabilities are described in further detail here, with an emphasis on people, culture, and ways of working, which are valued as much as the technology, processes, standards, and other proven structured approaches that underpin them.

This publication, along with the ITIL management practice guides, can be combined with knowledge from ITIL Foundation to form a holistic approach to service management. We hope that you will gain value from adopting this approach and putting its ideas into practice in your future endeavours.

Barclay Rae
Lead editor, ITIL4: Create, Deliver and Support

About the ITIL 4 publications

ITIL4: Create, Deliver and Support addresses the cultural and team management aspects of product and . It is one of five ITIL 4 publications, which build on the concepts introduced in ITIL Foundation. Each of these publications focuses on a different aspect of service management.

ITIL4: Direct, Plan and Improve helps to align product and service management with modern business requirements; drive successful organizational transformation; and embed continual behaviour at every level.

ITIL4: Drive Stakeholder Value provides guidance on establishing, maintaining, and developing effective service relationships at appropriate levels. It leads organizations on a service journey in their service provider and consumer , supporting effective interaction and communication.

ITIL4: High-velocity IT addresses the specifics of and helps organizations to evolve towards a convergence of business and technology, or to establish a new digital organization.

ITIL4: Digital and IT Strategy