Skip to main content

ITIL® 4 is Coming. ITIL Practitioner Provides a Sneak Peak.

AXELOS® is currently working on ITIL 4, a community and industry-led initiative. A key finding from ongoing research is that ITIL is still widely adopted and used. So too are practices such as Agile (including Agile Service Management), Lean and DevOps. These practices don’t make ITIL irrelevant. The ‘what’ and ‘why’ of ITIL – such as the need to focus on value and design for customer experience – continue to be relevant.  ITIL 4 also keeps many of the core practices and processes found in ITIL V3/2011 intact. It’s the ‘how’ that needs to be adapted as organizations learn and benefit from these modern practices. ITIL Practitioner introduces guiding principles that embrace the ‘essence’ of ITSM and Agile and Lean and DevOps. These guiding principles – which will be carried forward into ITIL 4 – serve as succinct reminders that modern ITSM requires new ways of thinking and new ways of working. 

Numerous books have been written about how Toyota was able to dramatically improve its performance by adopting what we now call ‘Lean’ practices. What isn’t widely recognized is that the training done by Toyota early on was focused on developing people’s reasoning abilities, rather than pushing them to execute specialist-derived systems (Lean Thinking, Womack and Jones).

In other words, what Toyota taught its employees was how to think. How to reflect on obstacles and then overcome those obstacles by progressing iteratively towards the organization’s vision and goals. 

This is the approach we take in ITIL Practitioner. We focus on the need to observe directly your organization’s current circumstances, needs and goals and then work holistically and transparently towards the desired future state. 

Whether your organization is adapting its ITSM processes in support of Agile and DevOps, or extending your ITSM practices to the enterprise, let’s call it what it is – continuous improvement – and let’s provide the education that allows ITSM professionals to expose themselves to these new ways of thinking and working and to understand the part they play in bringing these practices to life.

What are the critical competencies needed to achieve this culture of continuous improvement? Communication. Measurement and metrics. Organizational change management. All of which are covered in ITIL Practitioner and will carry forward to ITIL 4. Don’t wait for ITIL 4. Start where you are and learn the principles and practices needed to meet your organization’s needs today. 

Ready to get started? Send an email with the ITIL guiding principle NOT referenced in this email to info@itsmacademy.com (or live chat your answer at www.itsmacademy.com) and receive a 10% discount when you register for ITIL Practitioner. 

ITIL® is a registered trade mark of AXELOS Limited. AXELOS® is a registered trade mark of AXELOS Limited.

For more information see ITIL Practitioner

Comments

Popular posts from this blog

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you.

Roles and Responsibilities:
Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance.Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the policies (r…

How Does ITIL Help in the Management of the SDLC?

I was recently asked how ITIL helps in the management of the SDLC (Software Development Lifecycle).  Simply put... SDLC is a Lifecycle approach to produce the software or the "product".  ITIL is a Lifecycle approach that focuses on the "service".
I’ll start by reviewing both SDLC and ITIL Lifecycles and then summarize:
SDLC  -  The intent of an SDLC process is to help produce a product that is cost-efficient, effective and of high quality. Once an application is created, the SDLC maps the proper deployment of the software into the live environment. The SDLC methodology usually contains the following stages: Analysis (requirements and design), construction, testing, release and maintenance.  The focus here is on the Software.  Most organizations will use an Agile or Waterfall approach to implement the software through the Software Development Lifecycle.
ITIL  -  is a best practice for IT service management (ITSM) that focuses on aligning IT services with the needs …

Incidents when a Defect is Involved

Question: We currently track defects in a separate system than our ticket management system. With that said, my question is does anyone have suggestions and/or best practices on how to handle incidents when a defect is involved? Should the incident be closed since the defect is being worked on in another defect tracking system if it is noted in the incident ticket? I am considering creating an incident statuses of 'closed-unresolved' so the incident can still be reported on in our ticket management system but know it is being worked on/tracked in the defect system. With defects, it is possible that we may never work on them because they are very low priority and the impact is low to the user. However, in some cases a defect is being worked on. Should we create a problem ticket instead?
Thanks, René W.

Answer: René. In ITIL, the activity you are describing is handled by the Problem Management process. ITIL does not use the term “defect” but it does use the term “known error” to…