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Language: en

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ITIL® 4,
the latest edition

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of the popular
service management framework,

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has now been released,

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and I'm often asked
these days

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when an updated ITIL 4 edition
of our ITIL® Process Map

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will be available.

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The problem -
or opportunity,

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depending on how
you see it - is that

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ITIL 4 no longer defines
a specific set of processes

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that we can translate
into process templates.

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But organizations
will surely need to

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define their processes
also in the new world of ITIL 4,

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so today I want to
elaborate a bit

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on how we can provide
process templates for ITIL 4.

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Let's first recap that

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ITIL V3 was organized around
the service lifecycle

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and defined 26 processes.

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These processes could be
translated into the process templates

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that we provide as
the "ITIL Process Map".

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So things were quite straightforward
with ITIL V3.

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With ITIL 4, the situation
is somewhat more complicated,

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because there are
no process definitions.

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As its authors say,

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"ITIL 4 takes
a holistic approach" and

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"focuses on end-to-end service management
from demand to value".

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The key components
of the new ITIL 4 are

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• The four dimensions model, and

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• The ITIL service value system (SVS).

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The service value system
includes several elements:

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• Guiding principles

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• Governance

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• Service value chain (SVC)

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• Practices, and

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• Continual improvement.

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I cannot explain all of these
elements in this short video,

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but we're going to take a closer look
at the ITIL 4 practices,

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because it is here

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where we find many familiar processes
from ITIL V3,

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such as

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• Continual improvement

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• Incident management, or

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• Service level management.

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At first sight,
this collection of practices

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seems to be
an expanded version of

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the 26 service lifecycle processes
in ITIL V3,

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and one might think

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organizations are now supposed
to implement 34 processes.

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But that's not the case,

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because quite a few practices
are not processes.

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Here's an example:

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The ITIL 4 practice of
organizational change management

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addresses the
human side of change.

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It's about engaging
with all stakeholders affected,

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to ensure
that changes go smoothly.

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These techniques can be applied
in many situations,

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and most organizations
would not treat this as a process.

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So not everything contained
in ITIL 4 is a process,

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but of course

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organizations need to define
and implement their processes.

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Otherwise, how would they function?

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Now the question is,

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can we provide
process templates for ITIL 4?

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I think this is quite possible,

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because there is still

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a common set of
service management processes

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that most organizations will need.

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And for these processes,

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it's entirely feasible to
create templates.

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We even have more options now,

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because ITIL 4 is not
prescriptive about processes.

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First, we don't necessarily need to
dump the ITIL V3 processes.

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As AXELOS state,

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the earlier ITIL V3 processes are
still valid guidance,

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and we will continue offering our
(ITIL V3/2011-based) ITIL Process Map.

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Second, ITIL 4 now says we should
keep things "simple and practical",

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so there is now an opportunity for
a fresh start,

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with a leaner set of
service management processes.

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The point is,

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the processes of an organization
should not be difficult to understand,

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and it should be easy to

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adapt the processes to the
specific needs of the organization.

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In fact,
we have already started to offer

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a streamlined set of processes,

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and we call it
the "YaSM® Process Map".

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The YaSM model is in tune
not only with ITIL,

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but also with other

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modern service management
frameworks and approaches,

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such as VeriSM™, FitSM and SIAM®.

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The benchmark for the YaSM processes
is ISO 20000,

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the international standard
for service management,

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so YaSM is perfect
for organizations

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that want to get
certified against ISO 20000.

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And here's what the
YaSM process model looks like:

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We ensured it has a streamlined,
clear structure

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with five
service lifecycle processes

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and a number of supporting
service management processes.

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These processes will certainly
look familiar to you

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if you know any edition of ITIL,

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or other
service management frameworks.

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For every YaSM process,
we provide detailed templates,

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so you don't have to
start from nothing

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when defining your
service management processes.

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If you have another
minute or two,

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I can show you
what these templates look like -

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and how they compare with ITIL.

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The first example is
incident management.

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It's a process in ITIL V3

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and a practice in ITIL 4.

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In the YaSM model we have an
incident management process

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with the typical high-level activities
such as

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• Resolve major incidents

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• Resolve incidents in 1st level support,
and

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• Resolve incidents in 2nd level support.

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For each of these sub-processes,
the YaSM model contains

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an additional level of detail
in the form of a swim lane diagram.

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This one, for example,
describes the activities

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to be performed
in 1st level support:

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• After an initial analysis,

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• they should search the knowledge base,

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• match the incident to a problem if possible

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• ... and so on ...

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This is classical
incident management

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as we know it from ITIL,
ISO 20000

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and virtually all other
service management frameworks.

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My second example
is service design,

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a service lifecycle stage
in ITIL V3.

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In ITIL 4, service design is
a practice

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and a key activity
in the service value chain.

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ITIL V3 says

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service design is made up of
several processes,

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such as

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• design coordination,

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• service level management,

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• availability management,

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• capacity management, and so on.

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Service design in ITIL 4 is no longer
a web of processes,

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but a collection of
key activities such as

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• plan for new or changed services

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• produce service requirements
and specifications, and

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• identify the required
service components.

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In the YaSM model
we translate this guidance

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into a streamlined
service design process.

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If we zoom in a little
you can see

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that designing a service in YaSM
is quite straightforward:

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• It involves defining the
required service properties,

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• designing the
required infrastructure,

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• outlining the
implementation approach and

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• preparing the
service implementation.

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Again, we have an

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additional level of detail
for each sub-process

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in the form of
a swim lane diagram,

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such as this one,

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describing the
recommended steps

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for designing the required
infrastructure for a service:

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• Identify the required infrastructure
and other capabilities,

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• Specify the required modifications
to the technical infrastructure,

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• and to the
external supporting services,

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• ... and so on ...

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I hope you will agree
that

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this is much easier
to understand than

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the complex web of
service design processes we had in ITIL V3.

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So the choice is yours.

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You can go with the
ITIL V3 Process Map

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or use our
streamlined YaSM model.

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To learn more about YaSM and
the YaSM Process Map,

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please visit
yasm.com

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There you will also find
our complete contact information

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if you want to
get in touch with us.

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Thanks for watching,
and take care!