ITIL was developed to streamline the IT department with the rest of the company. We know how important it is to evolve together with technological advances and the need for updating over time to bring more benefits to the organization. Therefore, the version known as ITIL 4 brought many changes that made it even more popular, becoming an effective framework in the Information Technology sector.
What stands out in ITIL 4 are the solutions that facilitate digital transformation processes for the company, such as cloud computing and blockchain, for example.
In summary, ITIL 4 focuses on helping organizations create a more holistic approach to organizational processes, where departments and teams are integrated and work together to deliver value to stakeholders.
ITIL 4 Concepts
There are some key concepts of ITIL 4 that are critical for individuals and companies:
Focus on products and services, as well as maintaining service relationships
Here, the significant change addresses how users define the value of a product or service they receive. Previously, they were simply delivered, but that has changed over time. Now, value cannot be delivered directly to the user – it needs to be created using customer feedback. This feedback is taken into consideration in the development process and, because of the increased iterative approach, can easily be implemented with each iteration.
Value generation for stakeholders
ITIL 4 recognizes that there are more stakeholders involved in a product or service than just the end user and the company that provides them. Through the framework, organizations can combine all stakeholders involved, such as end users, IT, organizations, as well as other partners and suppliers, to create something that can generate value for everyone.
Creating an effective service delivery system
Another concept of ITIL 4 is the improvement in the way the service value delivery system is managed. In this case, we manage such a system to create the greatest value for all involved parties. ITIL 4 is more inclusive, including process improvement and creating best practices for delivering products or services.
Focus on improving the service value chain
Finally, this concept is to create a useful service value chain, which will be composed of several activities, such as engaging with stakeholders involved. In addition, there will be the planning and creating of a vision for the product or service, projecting the actual product or service in a way that focuses on creating value, building the service in a way that is easily accessible by end users, as well as creating a support network for the product/service delivered.
Utility and warranty
How do you know if a service is delivering value to the customer and meeting the requirements of the service provider? By evaluating utility and warranty. Utility is the functionality offered by a product/service to meet a specific need, perhaps answering “what the service does” or if a service is “fit for purpose.” To be useful, a service must support consumer performance and/or remove customer constraints.
On the other hand, warranty addresses that a product or service will meet agreed-upon requirements. Warranty answers “how the service works” or if a service is “fit for use.” Furthermore, warranty is generally associated with service levels aligned to the needs of service consumers, such as capacity, security, availability, and continuity.
In conclusion, the main factor involved in the implementation of ITIL 4 in companies is the shift towards an iterative approach. If companies are already working in an agile manner and have implemented some iterative strategies in their operations, this can greatly facilitate the implementation of ITIL 4.
An ITIL 4 certification helps organizations and professionals in their work as individuals. Of course, professionals can improve and learn about the implementation of ITIL in companies, so that doors are opened for advancement in their careers.
Ultimately, organizations that implement ITIL 4 will benefit, adapting to changes in the global market and increasing their revenue. In any case, ITIL 4 provides a more adaptable, faster, and fully transparent way to contextualize and provide services.
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