ITIL is the most adopted ITSM framework. ITIL 4 reframes the practice around the Service Value System and Value Streams; the older Service Lifecycle stages remain useful vocabulary.
12.2 The ITIL Framework
Service Value System (ITIL 4)
Legacy ITIL v3 lifecycle stages still useful
Stage
Purpose
Service Strategy
Align IT to business needs
Service Design
Architect new or changed services
Service Transition
Release safely
Service Operation
Run the service
Continual Improvement
Feedback loop
The 7 ITIL 4 guiding principles
#
Principle
1
Focus on value
2
Start where you are
3
Progress iteratively with feedback
4
Collaborate and promote visibility
5
Think and work holistically
6
Keep it simple and practical
7
Optimise and automate
Service catalogue entry (example)
Field
Value
Service
Online banking
Owner
Head of Digital Channels
Tier
Tier 1 (critical)
SLA
99.95 % uptime; 8x7 support
RTO / RPO
1 hour / 15 minutes
Cost
PHP 18m / year
Customers
Retail customers, branch staff
Components
Mobile app, web portal, API gateway, core banking
Mentor’s tip: ITIL 4 thinks in value streams and practices, not silos. Seven guiding principles + four dimensions + Service Value System. Use the legacy lifecycle vocabulary where it helps; do not let it freeze the architecture.
Discussion
Loading…