Report on ITIL 4: A New Era in IT Service Management (CIS5308)

Desklib provides past papers and solved assignments for students. This report analyzes ITIL 4 and digital transformation.

CIS5308
Management of Information Technology
Services
REPORT -1
Student name:
Enrolment number:
Table of Contents

Introduction................................................................................................................................3
Case Study: Answer 1................................................................................................................4
Case Study: Answer 2................................................................................................................5
Conclusion..................................................................................................................................6
Appendix 1 – Self assessment of skills......................................................................................7
References..................................................................................................................................8

Introduction
IT service management (ITSM) is a framework that helps organizations to get the most
business value with the use of information technology. ITSM gives a strategic method to
improve business using information technology. ITIL is one of the most popular body for the
knowledge of ITSM. It is a framework that helps organizations with guidance on how ITSM
can be implemented. Many other frameworks are available but ITIL is the most widely
known and adopted. The newer version of ITIL i.e. ITIL 4 comes with some new
characteristics. The services have been upgraded such that they become even more relevant to
the current economic landscape. ITIL 4 recognizes and gives emphasis to customers, people
and culture. Organizations currently with ITIL v3 certification can transition to the newer
version by focusing on the new modules under the two new streams that have been
introduced with ITIL 4.

Case Study: Answer 1
Service management in the age of digital transformation means how businesses can use
information technology to manage, develop and design in a better and efficient manner. The
term to describe this is ITSM or IT service management. ITSM places IT operations as the
most important ways of delivering & getting value, wherever any information technology
service provider operates with business customers. Along with this, ITSM takes
responsibility for the risks and costs. In order to maintain a good quality of IT services, ITSM
lays out some processes which constitute a service management system. These processes
follow certain principles which focus on value with the aim of regular development and
improvement. NovelVista (2019)
Digital transformation is something which is one of the top agendas for every organization
and the fast-paced world of cloud-based services require organizations to implement a solid
management strategy which enables them to operate with excellence along with their digital
transformation. An IT service management strategy is crucial for organizations at digital
transformation because this is when they develop their digital engine for business which
plays a key role in making the customers happy. The services might change and might
become more complex and difficult to manage which can only be taken care of with
significant strategic development. Service management has become the forefront of
progressive organizational thinking and the organizations these days are not only providers
but also consumers which makes it even more relevant to integrate a strategic plan for
management. It has been learned from the video that digital transformation is spanning many
departments and businesses and it is very important for these businesses to have an effective
plan to manage this change as this service management will make them capable to accelerate
digital transformation. Axelos (2019)

Case Study: Answer 2
ITIL 4 brings new techniques to align an organization’s needs with information technology,
helping to practice risk management, develop a dynamic information technology environment
and make healthy customer relations. What’s changed with ITIL 4 is that the techniques have
been upgraded to become more relevant to the current technological and economic landscape.
The concepts introduced with ITIL 4 are not new totally new but some concepts which were
not accorded with the previous version of ITIL. Axelos (2019)
ITIL 4 promotes a holistic approach by describing service management parameters that are
jointly critical to effectively and efficiently facilitating value in the form of products and
services for customers and other stakeholders. The focus with ITIL 4 is towards the co-
creation of value by a better service relationship. This service value system (SVS) will work
on how various components can work with each other in order to facilitate value by
information technology enabled services and the customers are a major element in this
process. A service value chain (SVC) in incorporated with SVS which are some activities
providing a model for improvement of services. The guiding principles in ITIL Practitioner
are at the core of ITIL 4. The ITIL 4 certification scheme is formed by two designation
streams: ITIL Managing Professional and the ITIL Strategic Leader. The learners must
complete all of the modules under these streams to get certified. To become an ITIL Master,
both the designations must be achieved. For those who have obtained 17 points from ITIL v3,
a transition module will be available and they will be eligible to take the managing
professional transition straight across. This means that the ITIL Experts can take the ITIL
transition and from 17 credits they can take the managing professional transition to move into
ITIL 4 scheme. Innovative learning (2019)
Figure 1: ITIL 4 Certification Scheme Architecture

Conclusion
Every organization or company is interested in transforming their businesses on a digital
platform, so it is very challenging for the service providers to introduce changes in their
process to provide superior service for every new client. So, ITSM is needed now more than
ever as service management is at the forefront of progressive organizational thinking. ITIL is
the most widely recognized framework to manage information technology for businesses and
with ITIL 4, Axelos has taken it to a whole new level. The new framework focuses on
customers who are an important element in the value creation process and gives some new
concepts which are not completely new but haven’t had the emphasis that they should have
been accorded. ITIL 4 introduces two new streams with a few modules under each and
completing both of these modules gives the designation of ITIL Expert. Transition modules
are also available for those with ITIL v3 certification. WhatIs (2019)
ITSM establishes a set of principles which focus on value and help organizations in their
continual improvement and is needed now more than it was ever.

Appendix 1 – Self assessment of skills
Reflection of self-assessment exercise
The self-assessment completed with the survey will be of great use in my career
development. The survey consisted of various questions regarding the job sectors under
information technology. Further, the survey had questions regarding specific departments and
asked us if we fall under the category of people with that particular skillset. The survey
covered most of the major sectors in IT department and the various skills they require. We
were able to generate a report after the completion of survey which highlighted our skills and
interests. The self-assessment helped us to have a clear picture about our interests and our
current skillset. With this survey, we got information about the areas which need strong
reinforcing and the areas which can be further mastered. With this information we can see
how much our current skills and interests overlap and what are the areas we need to work
upon. The self-assessment helped us get more confident with our skills and capabilities which
further will remove any unnecessary work-related fear. Knowing the weak areas provided the
direction for training and will help in choosing a learning program which will suit best
according to individual needs. The survey also enabled us to learn about the work related
values we possess which can be very useful to determine our level of job satisfaction in the
future.
This information can be very much useful to learn about our professional personality and
would definitely help in the development of my current position as an IT professional as now
we have a clear vision of my strong and weak skills. This information also gave information
about the progress we have made by helping us to monitor our abilities and skills. We clearly
know about our weaknesses which we can start reinforcing as soon as possible.

References
NovelVista 2019, NovelVista, viewed 22 March 2019,
<https://www.novelvista.com/blog/itil4-update-rolling-out.html>.
Axelos 2019, Axelos, viewed 22 March 2019, < https://www.axelos.com/itil-update>
Innovativelearning 2019, Innovativelearning, viewed 22 March 2019,
<https://www.innovativelearning.eu/products/itil-4/itil-v3-vs-itil4.html>
Axelos 2019, Axelos, viewed 22 March 2019, <https://www.axelos.com/best-practice-
solutions/itil/what-is-it-service-management>
WhatIs 2019, WhatIs, viewed 22 March 2019,
<https://searchitoperations.techtarget.com/definition/ITSM>