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ITIL 4 Overview

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In a nutshell… ITIL 4 is an overhaul to ITILv3, a lot of modification here and there, more holistic method…all-rounder framework

A lot of good additional material for IT Service Management (ITSM) in this ITIL4, Let’s overview it one by one (im writing it in English, but some in Bahasa…why? Ya suka suka gue lah…wkkwkw)

First…
ITIL4 (or ITIL 4, with space)

Notice it’s not ITILv4…but ITIL 4, its for ITIL for Industry 4.0

And it seems to left behind its abbreviation (IT Infra. Library), now just ITIL4 with no abbr.

Secondthe 4 Dimensions of Service Management, the four different views about ITSM

The new ITIL of the four P’s (people, partner, product, process)

  1. Organization and People

    Talk about how we can form some sort of function/team with required skillsets to achieve its (organization) objectives

  2. Information and Technology

    The Information is the today world currency, and how to properly utilize it with the right tools (Technology) and Skills (People)

  3. Partners and Suppliers

    Differencing Partner (take-and-give method, MoU, kerjasama seperti Microsoft dan Cisco) and Supplier (One-way method, seperti Enterprises/Perusahaan dengan Vendor)

  4. Value Streams and Processes

    The organization must improvise and adapt to ever changing business challenges and circumstances, they must define the steps that the organization takes to create and deliver product (the Value Stream), and to make that we must take input and transform that into output via process (banyak company yang “telat” menyadari perubahan2 bisnis sehingga harus gulung tikar… perusahaan Taksi yang punya ribuan armada bisa kalah sama perusahaan aplikasi yang ga punya armada sama sekali, di perusahaan online bahkan armada2 tersebut bukan lagi sebagai bawahan/karyawan, but treated as a PARTNER)

  5. annndd THE EXTERNAL FACTORS (PESTEL – political, economic, social, technology, environment, and legal)

    Remember…these external factors can CHANGE the GAME

Third…
Service Value System (SVS), the core material in ITIL4 after the 4 Dimensions of Service Management, how we create value

Guiding Principles, Governance, Service Value Chain, Practices, even Continual Improvement has their own sub-chapter in ITIL 4 Foundation material

Note: many of Service Lifecycle processes in ITILv3 now put into ITIL4 Practices

What missing in ITILv3 is customer involvement

In ITIL4…BOTH Service Provider and Service Consumer must co-create the value, not just the Service Provider

For example, when Application Developer develop an Application that very intuitive design, highly secure, stable process, and (add anything else here…) but…

…If user can’t or won’t use the apps, then it useless…READ: no value

So ITIL 4 stress about how we as service provider and user as service consumer can collaborate, what’s good and what’s not, and then consumer use the product to service its own user/consumer (service relationship)

Example: TELKOM punya consumen Bank Mandiri yang punya konsumen PT. ABC yang punya konsumen PT. XYZ…and so on (each service indirectly affects other, so value is the real concern)

So, ITIL4 focus on OUTCOME, not just the OUTPUT

OUTCOME = result for stakeholder, enabled by one or more outputs, focused on customers DESIRED OUTCOME (not our Desired Outcome as SP)

The difference?

OUTPUT can be report, bill, email , etc…that CAN BE MEASURED

But OUTCOME (often) can’t be measured…it’s the experience itself

Example? OUTPUT = this article, I write this ITIL4 overview to myself and hopefully others to learn and remember

OUTCOME = apply, me and other can implement this ITIL4 concept (not just see, hear, and nods…masuk kuping kiri keluar kuping kanan)

Contoh “kita ngasi deliverables, seperti training, buku, customer support sebagai output…tapi dipake ga? berguna ga? apa training ini cuma dibuat untuk ngabisin duit aja? Ga ada outcome”

Fourththe 7 Guiding Principles

The guiding principles embody the core messages of ITIL and ITSM in general…which is universally applicable to all IT Disciplines

This one though…created to address Agile and DevOps problem that ITILv3 lack of, which is the programmer world that lacks and need the ITSM disciplines the most

Nine? You said Seven?? (for ITIL Foundation, you just have to remember the first 7, ITIL practitioner add two more to the table)

  1. Focus on Value (self-explanatory)
  2. Start Where You Are (jangan bikin baru klo yang lama masi bisa kita improve)
  3. Progress iteratively with feedback (simple…don’t try to be superman, selesain satu2, utilize the feedback)
  4. Collaborate and promote visibility (kolaborasi dan kedua belah pihak sama2 tahu apa yang dikerjakan… service provider yang berkolaborasi dengan service consumer will create powerful value)
  5. Think and Work holistically (biasakan berfikir menyeluruh, jgn berfikir untuk tim kita…but for the organization, mungkin solusi itu bagus buat kita, tapi jelek buat perusahaan secara menyeluruh)
  6. Keep it simple and practical (klo bisa di permudah ya jangan di persulit…iya toh?!?)
  7. Optimize and Automate (apapun yang bisa kita bikin simple klo lo bisa di otomatisasikan dan optimasi, segala sesuatu yang repetitive klo bisa di otomatisasikan)
  8. Observe Directly (klo denger dari orang lain…katanya katanya, biasanya ga akurat, lo harus liat secara langsung)
  9. Be Transparent (self-explanatory)

8 and 9 not necessary for ITIL4 Foundation (but worth mentioning for)

Fifth…
The Practices

The ITILv3 Service Lifecycle Processes now taken into concept called Practices

Practice can be viewed as CAPABILITY…Your…Organization…Capability

So, in order to create some value to your services there is 3 main practices

General Management Practices (4 out of 14 practices that important for ITIL 4 Foundation Exam)

  • These practices have been adopted and adapted for service management from GENERAL BUSINESS MANAGEMENT DOMAIN

Service Management Practices (6 out of 17 practices that important for ITIL 4 Foundation Exam)

  • Lots of these practices can be found in ITILv3 Service Lifecycle (so if you have experience in ITILv3, you’ll do good in here)

Technical Management Practices (3 practices)

  • These practices is the domain of your best friend colleagues at work…the engineers who deal with technology all the time

We will cover all the practices later (if I have time)

Sixth…
Service Value Chain

So, you want to create value for your services? You have the ability and capability? Then consider these 6 activities, because all your practices above will be directly and indirectly affected one or more Service Value Chain activities below

  1. Plan: activity that create plans, portfolios, policies…to ensure a shared understanding of what we or the organization trying to achieve and how this will be done
  2. Improve: activity that ensure continual improvement of all products, services, and practices across all 4 Dimensions of Service Management
  3. Engage: activity that engage with stakeholders and understanding their needs
  4. Design and Transition: activity that create new and changed services (lu butuh fase transisi ketika mau implement major change of services, biar ga fail pas GO-LIVE) and ensure it will meet stakeholder expectations for quality, cost, and time to market (in ITILv3 this topic reside in Change Management process)
  5. Obtain/Build: activity that create service components (beli sesuatu apa yang bisa bikin service jalan…atau bikin), ensure they are available when and where they are needed (and meet the agreed specification…SLA)…intinya, lu butuhnya apa biar service kita jalan…entah beli, bikin, atau ngambil punya orang *maling!!*(yg ini abaikan)
  6. Deliver and Support: activity that…ensure delivery and “after sales” activity…layanan purna jual

Seventh…
Continual Improvement

This is…the CSI (continual service improvement of ITILv3) for ITIL 4

References

ITIL 4 Foundation ebook

ITIL Continual Service Improvement (CSI)

2 Comments

Bagaimana semua Service (Design, Transition, dan Operation) dalam ITIL itu dapat di-improve

yang request NasGor banyak, ampe antri…gimana klo kita pisahin stand-nya kek J.Co” (Café – CSI for Service Design, J.Co donut sama J.Co drink & yogurt dipisah)

Bikin NasGor 10 menit nih, bisa ga di cepetin biar ga nunggu” (Café – CSI for Service Transition)

udah 3x yang complain dalam 1 bulan klo NasGor kita kurang enak” (Café – CSI for Service Operation)

Inti dari CSI ini adalah untuk secara terus menerus mengimprovisasi efektivitas dan efisiensi dari Process dan Service yang kita punya

Mari kita review apa itu Process dan Service dalam kacamata ITIL

Service: Product yang berupa pelayanan (Telco kek XL, TSel, dan IM3 adalah contoh company yang menjual product berupa layanan…telekomunikasi)

Process: sekumpulan aktifitas yang menghasilkan service (bagaimana Service itu bekerja)

(taken from invensislearning.com)

In fact, CSI ini diambil dan diadopsi dari metode Quality Management di ISO 20000 tentang ITSM

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Service Review

untuk bikin 1 NasGor harga 20 ribu, kita butuh modal 10 ribu…bisa ga modalnya Cuma 5 ribu?”

bisa ga kita split, File Sharing Server ditaro di LAN, Email server ditaro di DMZ, e-commerce di DaCen…biar ga berat koneksi bandwidth-nya, biar ga harus upgrade bandwidth

Inti dari Service Review ini adalah untuk nge-review service secara berkala/on regular basis, bisa ga ini service ini di improve, biasanya dari kacamata cost/economical way

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Process Evaluation

pake teknik apa Café sebelah klo bikin NasGor? Berapa lama jadinya?”

bisa ga jam 12 sampe jam 1 bandwidth ke DaCen kita loss-in aja? Toh beda jalur sama Internet

Inti dari Process Evaluation adalah mengevaluasi process mana aja yang metric-nya belum tercapai (metric: parameter apa saja yang membuat process ini dikatakan bekerja), plus mengadakan benchmarking, audits, assessment, dan review terhadap process

Ada beberapa sub-topic yang dibahas disini:

  • Process Management Support: men-support process owner (yg melaksanakan process), plus mengkoordinasikan semua modifikasi dan updating Architecture Management (Service Design)
  • Process Benchmarking: meng-compare process kita dengan perusahaan saingan, plus minus-nya apa, biar process yang dilaksanakan bisa di-improve
  • Process Maturity Assessment: menilai process yang dilakukan sudah sesuai dengan best practices
  • Process Audit: menyesuaikan process sesuai dengan compliance/standard/regulatory requirement
  • Process Control and Review: secara berkala, semua process2 yang ada akan di-review

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Definition of CSI Initiatives

step2 bikin NasGor kita catet yu, biar klo koki-nya sakit atau di ganti…gampang belajarnya

kita bikin langkah2 apa saja yang harus dilakukan untuk mindahin beberapa server dari Dacen ke Internal

Inti dari Definition of CSI Initiatives adalah membentuk langkah2 awal yang bertujuan meng-improve services dan processes (based on service review dan process evaluation)

Hasil2 dari inisiasi atau langkah2 tersebut bisa dimasukkan ke Service Design untuk improvement service kedepannya

Semua catatan/record tentang apa saja improvement pada process dan service disebut CSI Register (tahun 2007 disebut dengan Service Improvement Plan), a part of SKMS too

—————————

Monitoring of CSI Initiatives (CSI Monitoring)

gimana…selain koki bisa ngikutin ga langkah2 yang udah dibuat untuk bikin NasGor?”

ada problem ga saat moving server?”

Inti dari CSI Monitoring adalah mem-verifikasi bahwa langkah2 improvement yang dibuat sesuai dengan rencana, plus introduce corrective action if necessary

—————————

Bonus, Seven-step Improvement Process (W. Edwards Deming)

if you cant describe what you are doing as a process, you don’t know what youre doing

Ada 7 hal dalam ITIL untuk improve process dan service (CSI Register/Service Improve Plan – SIP)

  1. What should you measure? Identify the strategy for Improvement
  2. What can be measured? Define what you will measure
  3. Gather the measure? Gather the data
  4. Process the data
  5. Analyze the information and data
  6. Present and use the information
  7. Implement improvement and Corrective Action

in a nutshell:

plan > do > check > act > plan again

yang akhirnya…semua improvement ini akan menjadi informasi2 yang berharga dan masuk kedalam Knowledge Management dalam Service Transition

annddd…thats all ITIL talked about…Service Strategy, Design, Trasition, Operation, and CSI

bagaimana ITIL dalam analogy Cafe yang mau bikin nasgor dan IT yang mau bikin DaCen (data center) service

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