ITIL v4 replaced ITIL v3 almost exactly three years ago, in one of the most significant modifications to the framework since 2007.
Since then, ITIL v4 has brought things up to date by aligning with high velocity IT, delivering end-to-end services, and taking a more holistic approach, in response to the changing face of IT operations and service management.
Looking back, the release of ITIL v4 couldn’t have come at a better moment. Those practitioners who used ITIL v4 principles to manage the pandemic’s impact proved that they were significantly better suited to achieve strategic change quickly.
Early adopters of ITIL v4 have had an advantage; enabling them to eliminate the lines between IT and the rest of the business and build more agile methods of working, from hybrid working to the introduction of eCommerce supply chains, to adopting applications and the cloud.
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While some firms have been quick enough to accept and adapt to ITIL v4, for many companies it takes time to shift from ITIL v3. The transition from owning processes to developing a value chain based on services is an evolution. It isn’t as easy as flipping a switch, especially if your job positions and departments are titled after v3 procedures.
That’s why advocates of ITIL v4 believe that shifting from ITIL v3 requires cross-functional collaboration, within and beyond the IT function, and broader stakeholder management.
This guarantees that IT not only delivers business change but that the change has a clear impact on the overall corporate strategy. Leaders consider IT a true partner and enabler of a great customer experience, rather than a cost.
Creating a collaborative culture can’t be overlooked. Indeed, ITIL v4’s guiding concept “collaborate and increase visibility” demonstrates this. When there is complete transparency, individuals constantly think about the broad picture and the overarching company goals – they feel appreciated and valued.
This is especially relevant today as people evaluate their careers. People don’t want to be robotic; they want to know how their efforts fit into overall achievement and that it’s worth it. We even go so far as to say that investing in ITIL v4 is a good approach to keeping talent and skills.
It is important to recognize that each organization is unique, and ITIL adoption works best when it is adapted. That is why upgrading to ITIL v4 does not always imply losing what you know about ITIL v3.
Evolving your strategy and adapting ITIL v3 concepts to work with best practices from ITIL v4 is still a viable option. If you are a service-oriented organization, this transformation will come naturally.
However, when businesses are faced with the risks of delivering services quickly while optimizing costs, ITIL v4 surpasses ITIL v3. This is because ITIL v4 offers agility, structure, and a safety net. You can go through iterations, making mistakes along the way, but make sure they are ‘owned’ by the organization and are not visible to the user. Service levels are significantly less likely to fall when strong service foundations are established and cures and new solutions based on continuous service improvement are implemented.
The most important thing to remember, regardless of where you are on the journey, is that ITIL v4 says “Start where you are.” Understand where you want to go and what you need to do to get there. Regardless matter how sophisticated the company’s service management culture is, that mantra should always be considered.
Importantly, you must always strive to create a shared vision among IT, HR, marketing, sales, customer service, finance, supply chain, and so on – and ask how IT will support the functions in their drive to provide an exceptional, end-to-end service to the client. In short, how does the value chain look?
Companies that invest in their staff, including leaders, to achieve an ITIL v4 Foundation level certification will have a better grasp of risk and how to deliver the best quality services possible. This reinforces the significance of the ITIL framework and the expertise it provides.
As a result, employees throughout the business will make different and better decisions for the organization, ensuring customers get the service they require and, more importantly, desire to use.
Here at CourseMonster, we know how hard it may be to find the right time and funds for training. We provide effective training programs that enable you to select the training option that best meets the demands of your company.
For more information, please get in touch with one of our course advisers today or contact us at training@coursemonster.com