Report on ITIL 4 Framework Changes and Transition from ITIL v3

Desklib provides past papers and solved assignments. This report analyzes ITIL 4 and its transition from ITIL v3.

CIS 5308
Report-1 Specification

Introduction
Service management is managing the lifecycle of the IT services which are provided to
customers, it involves all the creating, designing, supporting, managing and delivering process.
In an organization, there are many services which are provided by the IT team. ITSM (IT service
management) is to use the IT services in an organization to increase the business values. And it is
also used for resolving the problems and issues for the business.
ITSM is a set of principles which are focusing on business values. And ITIL (Information
Technology Infrastructure Library) is the best technology for the ITSM (Winkler & Wulf 2018).
ITIL is basically a guidance framework which gives best practices for how the IT services will
be delivered to the customers or employees. There are many frameworks which can be used with
ITSM but ITIL is the best framework which is used by the organizations widely.

Question 1: Is service management relevant for digital transformation?
According to many IT leaders and management practitioners, service management is very
relevant for digital transformation. There is always a place for technology, technology
management, and software development and many other things but the service management as in
the management of services those can be internal services or services provided to external
customers is very much at the forefront of any growing organizational thinking. Today’s
organizations are not only service providers but they are service consumers also. And the need to
manage a complex and large ecosystem of Industry trade bodies, customers, suppliers,
regulators, auditors and then internally managing your business partner needs managing the
employees and their needs. So managing this very complex environment requires service
management capabilities. And ITIL is very capable to provide the guidance to companies to
understand the different levers and different tensions within the organization and how to manage
their way through those problems. Technology is the core part of any business or organization
but the question is how IT is good for any organization. Although there is a very thin line
between these two. They just need to be transparent (Uhl & Gollenia 2016).
ITSM executives are trying to understand the needs of an organization in the industry. They are
using the evidence as a support for improvement to understand the organizational goals as the
customer’s viewpoint because all the things are going to change digitally in deliverables to the
customers (Ramsden 2018). ITSM teams are focusing on the operational process of an
organization rather than using metrics, measurement or evaluation tools. There are many
challenges in an organization discovered by ITSM professionals:
 Lack of team collaboration
 Lack of focus on customer needs
 Insufficient services
 Assumptions for decisions

Question 2: Discuss the key changes in the ITIL4 framework and how
organizations can transition from ITIL v3?
ITIL have an impact on organizations or individuals. So there are many organizations and
business persons who are facing certain business challenges. And all of them need certain
business skills and ability to manage those problems and challenges. The coming ITIL will come
up with new opportunities and growth for these organizations but waiting for the ITIL 4 is not a
good idea and that will also not help in solving all the challenges. The organization should
continue with the ITIL3 until the ITIL4 reaches in the market (Herath, Prabhashini &
Katepearachchi 2016).
ITIL4 is defined as the combination of all its processes. ITIL4 framework is designed to use the
practices to help the organization in solving its key challenges. ITIL4 has four key elements:
 Four-dimensional model
 The SVS (ITIL Service Value System)
 The SVC (ITIL Service Value Chain)
 Practices of ITIL4
There are many key changes in ITIL4 but the most 10 key changes are defined here:
 In ITIL4 the ITIL service value system and ITIL service value chain are being replaced
by ITIL service lifecycle.
 ITIL3 processes are the practices for ITIL4.
 Focusing on value co-creation.
 ITIL practitioner guiding principles are seven from nine.
 More ITIL4 practices then ITIL3 processes.
 4 Ps service management is converted into 4 dimensions.
 Governance has proper space in ITIL.
 Changed CSI.
 Enterprise service management issue.
 Automation is highlighted.
If any organization has been invested in ITIL3 there is no need to worry the organization just
have to cover the gap of points to be capable for the transition module. The organization or
individual just need to read and gain the understanding ITIL3 and when ITIL4 comes everyone
just needs to apply all the understanding of ITIL3 in transitioning with ITIL4. The ITIL4 has a
very good feature capacity management which will help in transition (Kaiser 2017).

Conclusion
In this report, the ITSM is introduced with ITIL. Which appears as the best framework for the
maintenance and standard services for IT service management. ITIL4 is an upcoming framework
for IT service management. ITIL3 is widely used by business and individuals. Now there are
clearly defined the transitions and the challenges which will be faced during the transition from
ITIL3 to ITIL4. All the key changes in ITIL4 are clearly defined in this report. ITIL is the best
framework to use but after the ITIL4 coming news, the organizations are worried about the
transition problems which they can face during the new version adoption. IT is the core part of
every business and services which are managed by the IT team are very helpful for the business.
IT infrastructure library is used for the maintenance and this gives best practices for the delivery
of IT services.

References
Winkler, TJ & Wulf, J 2018, Effectiveness of IT Service Management Capability: Value Co-
Creation and Value Facilitation Mechanisms, Journal of Management Information Systems
(JMIS).
Ramsden, G 2018, Agile ITSM Transformation.
Herath, P, Prabhashini, J & Katepearachchi, GK, 2016, The Impact of Organization Culture on
“ITIL Project Implementations” of ITSM in Sri Lanka.
Kaiser, AK 2017, Service Transition, In Become ITIL Foundation Certified in 7 Days (pp. 115-
153). Apress, Berkeley, CA.
Uhl, A & Gollenia, LA 2016, Digital enterprise transformation: A business-driven approach to
leveraging innovative IT, Routledge.

Appendix 1
This self-assessment survey helped me a lot in enhancing my skill sets. From this survey, I can
know about my strong and weak points easily so that I can groom my IT skills. I can know about
my hobbies and personal skills. A self-assessment survey will improve interest, personality,
work-related values, aptitude and concentration of an individual person. Work-related values
include security, helping person, prestige and interpersonal skills.
The answer to “How much you know about yourself?” can easily get by self-assessment. Self-
assessment is used to prove your worth. Self-assessments have a very strong effect on how I am
perceiving my skills in my domain. Self-assessments have many and multiple domain questions
which really helps me to grow in every domain simultaneously. Which will give me experience
for improving my skills. This self-assessment will become a part of my record so it encouraged
me to perform better and concentrate and active my brain for that assessment. This assessment
generates a report in last after completing this survey, that showed my area of improvement and
my strong area. So that I can record this and take help from that part and improve the particular
domain.
Self-assessment gives an opportunity to detail my accomplishments during the survey
performance. Self-assessments include many points for enhancing skills:
 This includes facts and figures.
 This is not for a specific domain.
 This generates a report of results.
 This improves skills for every domain.
This self-assessment reflects my mistakes which will help in the future. In this real-world IT
industry is a boom and in the IT industry there are many domains in which I can grow. And this
self-assessment helped me to know my domain easily and cover all the domains in very less
time.