The fourth version of ITIL® is a significant departure from its previous iterations, as it has been redesigned as a best practices framework for organizations undergoing digital transformation.

ITIL 4 is a best-practice approach to IT service management. It is widely used and its latest version can be integrated with organizations that are already using Lean, DevOps, and Agile methodologies to achieve service excellence in software development projects.

One of the most noticeable changes from ITIL v3 is the inclusion of practices that cover the following intersecting processes:

1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Operation

ITIL 4 replaces the linear ITIL lifecycle with the Service Value Chain (SVC) and Value Streams. The latest version of the framework includes six core elements in the SVC:

• Plan
• Improve
• Engage
• Design and Transition
• Obtain/Build
• Deliver and Support

What’s the ITIL lifecycle?

ITIL 4 includes extensive information on the Service Value Chain, including:

• Core components
• The activities that contribute to each element
• Outcomes
• The resulting value propositions

To summarize, the following are the collective purposes of these value chain elements in relation to the ITIL lifecycle:

Plan

In the Plan element, various practices are coordinated across the value chain to create a flexible operating model that involves all stakeholders in the ITSM organization.

The planning phase must encompass all strategic, tactical, and operational aspects of framework execution. The outcomes and value should be defined from a business perspective and should allow for evolution as new requirements and stakeholders are introduced.

The planning activity primarily covers these practices:

• General Management
•  Service Management

Improve

The Improve phase focuses on co-creating value on an ongoing basis. The activities associated with this element of the Service Value Chain are planned in advance and continue throughout the ITIL lifecycle.

The Improve stage takes a comprehensive approach and nothing is considered out of scope. Every stakeholder and member of the ITSM organization is responsible for contributing to ongoing improvement.

The Improve activity contributes to these practices:

• General Management
• Service Management
• Value Streams

Engage

After the planning is complete and provisions for ongoing improvement have been put in place, it’s time to involve the stakeholders.

Interactions with stakeholders within and outside the organization, including employees, leadership, partners, and customers, are included. A range of collaboration tools can be used, including both digital and physical tools, written and oral communication, self-service portals, and in-person meetings. Emerging technologies such as AI-powered chatbots and knowledge management solutions can help to reduce the manual workload for stakeholders in the ITIL Service Desk domain.

This SVC element contributes to:

• General Management
• Service Management
• Value Streams

Design & Translation

The final product should meet all stakeholder requirements in terms of costs, time, and quality. (It’s important to note that the specific requirements captured, agreed upon, and validated during the planning stage should be fully understood by all members of the organization.)

During the design and translation stage, appropriate governance measures should be in place to track and align project performance to established specifications and goals. The risk tolerance of the organization should be taken into account, as the performance of the project may need to be adjusted as part of the ongoing improvement strategy.

This SVC element primarily contributes to these practices:

• General Management
• Service Management
• Technical Management
• Value Streams

Obtain/Build

The Obtain/Build phase refers to the practical implementation of planning, engagement, and design efforts.

The organization should ensure that the necessary components are procured and delivered as required by the members building the products. It’s important to make sure that all components are delivered as specified and expected. These components are then provided to members working on product design, delivery, or support. Performance information can help to improve the procurement process and can expedite:

• Time to market
• Procurement of high-quality product components and services

The SVC stage contributes to these practices:

• General Management
• Service Management
• Technical Management

Deliver & Support

The final element of the Service Value Chain ensures that the end product meets the specified requirements and the expectations of all stakeholders in practice.

This phase focuses on the needs of the users, and the corresponding ITIL 4 best practice guidelines aim to understand the actual performance of delivered products and services. The Service Desk plays a key role in providing support to a large user base and works with internal IT to manage problems, incidents, changes, and support requests.

These SVC practices generally contribute to:

• General Management
• Service Management
• Value Streams

ITIL works with DevOps

Finally, the Service Value Chain approach to the ITIL lifecycle takes into account the main challenges and complexities of modern software development methodologies such as DevOps.

ITIL provides a customizable best practice framework that acknowledges the constantly changing nature of software development. When traditional, long-term waterfall projects fail to deliver and the organization needs to focus on a minimum viable product (MVP), organizations can follow actionable SVC guidelines instead of adhering to a linear and inflexible ITSM framework.

 

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Managing risk is an essential aspect of creating value through IT service management (ITSM). Risks can arise in various areas during the delivery of services and products, including operational, legal, and financial risks.

In addition to reducing problems in service and product delivery, risk management policies and responses may also be reviewed by government and regulatory agencies. Managing and controlling risk in an ITSM environment is not only good business practice but it may also be required by regulations.

This article discusses risk management within the context of an ITIL 4 framework. If you are using an ITIL v3 framework, you can refer to our companion article on IT risk management for ITIL v3 and ITSM environments.

Risk management practices in ITIL 4

According to the ITIL 4 framework, risk management is a general management practice with the following dual purpose: to ensure that the organization:

1. Understands its risk profile
2. Knows how to effectively handle its risks

Two types of risks

It’s important to understand the two types of risks:

You can manage your risk profile by taking advantage of opportunities while also reducing or eliminating threats. While many organizations primarily focus on responding to threats, it’s important to remember that ITIL 4 also emphasizes the role of IT in creating business value, not just delivering IT services.

With this emphasis on creating business value, it is equally important in ITIL 4 risk management to pursue opportunities as it is to plan for and respond to realized threats.

Critical risk management sub-practices

The ITIL 4 Risk Management practice is divided into four sub-practices.

Risk management support

The risk management support sub-practice establishes your risk management framework by addressing basic questions about how you handle risk, such as:

• How do you identify risks, both positive and negative?
• What risk levels is an organization prepared to allow?
• Who is responsible (in charge of) the different Risk Management duties?

It’s important to note that this sub-practice defines the overall framework for managing risk, rather than addressing specific risks individually.

Business impact & risk analysis

This sub-practice estimates the impact on the business that would result if a risk were to materialize and helps to assess the likelihood or probability of the risk occurring.

It’s important to evaluate both the probability that a risk will occur and the significance of each risk. Probabilities can be broadly classified as low, medium, or high. Assessing the probability of each risk helps to prioritize which risks require response plans and the order in which the plans should be developed.

Like the guidelines set by the Project Management Institute (PMI), the primary output of the Business Impact and Risk Analysis sub-practice is the Risk Register, sometimes called the Risk Log. The Risk Register lists identified risks and the responses that will be carried out if a risk materializes.

Assessment of required risk mitigation

In this sub-practice, you determine two important items:

• The risk response strategies (or countermeasures) for responding to a risk
• The Risk Owner for each specific risk

The Risk Owner is responsible for identifying any necessary countermeasures and maintaining them.

ITIL can follow the PMI’s guidance by identifying countermeasures for both positive risks (opportunities) and negative risks (threats) as shown below:

COUNTERMEASURES FOR RISK OPPORTUNITIES & THREATS
Countermeasure	Strategy	Risk type
Share	Sharing the benefit/responsibility/threat of a risk with another party	Opportunity/Threat
Exploit	Acting to ensure that an opportunity occurs	Opportunity
Enhance	Increasing the size or capacity of the IT service or product being offered	Opportunity
Escalate	Entrusting the risk to someone outside the project, program, or portfolio who can better realize the opportunity	Opportunity
Avoid	Avoiding the risk by avoiding the activity that activates the risk	Threat
Transfer	Reassigning the risk exposure to a third party, such as an insurance company	Threat
Mitigate	Implementing controls and contingencies to reduce the probability or the impact of the risk	Threat
Acceptance	For risks that are not covered by other countermeasures, an organization may accept a risk (do nothing) because it is too cumbersome or expensive to control	Threat

Risk monitoring

This is the stage where you take action when a risk has been realized and track the progress of implemented countermeasures. It’s important to ensure that the risk response is appropriate in light of the risk impact and to adjust or modify the response as needed.

Monitoring may involve modifying countermeasures if the actual risk impact is more or less severe than anticipated. You should also track how well the planned countermeasure is addressing the risk. Risk monitoring may also require revisiting the other three sub-practices:

• Modifying your risk framework
• Revisiting business impacts and risk analysis processes
• Reassessing your risk mitigation countermeasure planning

Risk management & other ITIL practices

Risk management is not a standalone process that is completed once and then forgotten.

Risk management is a continuous process that should be reviewed or reevaluated whenever there are changes within the ITIL 4 Service Value system, particularly changes in opportunity or demand, the Service Value Chain, and other sub-practices under the General Management, Service Management, and Technology Management practices. Risk management sub-practices should also be revisited when a new risk is identified during an incident management event.

Since ITIL 4 is a comprehensive framework that emphasizes co-creating business value, risk management practices should be applied to all aspects of ITSM, not just IT service delivery.

 

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Traditionally, the idea of services being delivered through IT hardware and apps had a different character.

It was originally more focused on on-premise waterfall development, design, and testing and, along with best practices in IT service management, it was sufficient at the time (ITSM).

The change to modern service management is a result of the necessity for service management best practices to develop together with technology and services.

What do we mean by this, though? Service management today needs to be business-centric and permeate all through the entire enterprise to all business processes, as opposed only to those already being focused on IT. The benefits of service management and its guiding principles are no longer limited to the IT industry.

Consequently, a framework like ITIL is required to help organizations’ growth towards modern service management as a result of the shift to cloud/hybrid platforms, Agile delivery, and DevOps methods.

Digital transformation, cloud services, and ITSM

Looking at this from the perspective of India, they think that regional boundaries have disappeared, making it important for businesses to expand into new markets and reorganize their current product lines to function without a problem in a VUCA world.

Because of how quickly things are changing, the cloud-based model needs to be more scalable and reliable. By using cloud services, organizations pursuing digital transformation can focus on transforming their business while providing value more quickly.

Organizations must create their ITSM best practices, which require new knowledge and skills, to manage these difficulties.

ITIL4 and modern service management

Today’s organizations’ planning, delivery, operation, and control of applications and IT infrastructures, both locally and in the cloud, are best suitable to modern service management approaches.

ITIL 4, as a service management framework, has recognized the importance of the cloud and the complexities of managing cloud services across a customer journey. Therefore, from an end-to-end business value perspective, its core Service Value System and 34 management practices offer a more flexible way of managing services.

How is this achieved?

As seen in ITIL 4, modern service management has an expanded external component that focused on how to co-create the most value for customers through service offerings. This includes changing value streams, guiding principles, and governance frameworks to reflect actual customer needs and value standards.

Additionally, rather than being operations-driven, new service management approaches are now more design-led and automated. This move to greater automation and service optimization is supported by ITIL 4.

In the meantime, businesses today require strong collaboration across infrastructure and application development departments, which includes new product teams that focus on customer value and the use of best practices for a more rational approach to value co-creation. ITIL 4 addresses both encouraging this integrated approach and eliminating traditionally siloed functions.

The use of ITIL 4’s seven guiding principles, which are more holistic than process-heavy and ensure that digital services are well managed, supported, and provided, addresses any blind spots that may exist in an organization’s traditional service management approach.

The imperative for organizations

Whereas the need for business stability once pushed IT and ITSM, “keeping the lights on” is now more of a basic, hygienic aspect.

Instead, there is a bigger focus on innovation, agility, and achieving optimal costs due to the technological landscape and business transformation. This is entirely another orbit for organizations.

Therefore, companies need to take a more integrated approach to ITSM with a dedicated focus on value for the business and the customer to keep up with the adoption of digital technologies.

ITIL 4 is the natural next step in the effort for businesses to improve their performance and modernize how they manage and deliver services.

 

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For businesses that support complex systems/services, the idea of “swarming”—a workflow management technique—features ITIL 4 Specialist: Create, Deliver, and Support.

Swarming, a concept used in Agile and DevOps methodologies is about recognizing the complexity of the system/service having the issue and bringing together a group of people to solve it, something that’s needed more and more today. While a typical service management approach is to escalate an incident or problem.

Swarming, as described in ITIL 4 practice guides, includes stakeholders cooperating to solve the issue. A swarm might be in charge of the resolution, or swarming might be used to determine which group will do the following action. Swarming is a method for solving problems more successfully because it usually takes more than one individual or group to complete an activity.

What chance does this present? Institutionalizing this process enables priority 3 and 4 issues, which affect customers’ ability to work and leak value, to be resolved on time in contrast to priority 1 or 2 issues, which always receive the necessary attention (swarming without the label).

Additionally, it goes more than a simple fix to understand how to improve the support model. Better customer experiences, staff engagement, and productivity are the ultimate benefits, which are advantageous for the business, the customer, and the employee.

When does swarming make sense?

The usual escalation strategy is probably effective if you’re not practicing problem management improvement and don’t have a strong knowledge management system. However, issue-solving “peels back the onion” to reveal new information, and at this point swarming is important for understanding what’s happening with incredibly complex systems and services.

Every organization engages in swarming sometimes, usually without even realizing it. As an example, a significant incident may attract a group of people to determine the root cause. However, the majority of businesses should be using it in daily operations as well rather than continuously increasing problems in search of the ideal team.

Too often, there is just one person (or a small group of people) who is familiar with the system or service, and it is their past experiences that allow them to solve problems. With swarming, you should increase the number of resources that can identify, isolate, and troubleshoot these more complicated systems and services.

A problem is not only transferred to the relevant team in a DevOps mindset, which swarms to isolate and diagnose it, but the team is also in charge of fixing it. As a result, more employees have access to knowledge and experience, which encourages growth, learning, and further recognition as well as increasing your talent pool for these types of issues.

Swarming in ITIL 4 Specialist: Create, Deliver and Support

Many organizations stop at the operational basis of the ITIL 4 Specialist: Create, Deliver, and Support module. Therefore, it is a good time to discuss the advantages of swarming incidents and problem-solving.

However, the method should be included in all higher-level ITIL 4 modules as it will improve the performance of service management teams and professionals.

Swarming, in the first place, enables teams to work more efficiently and quickly. The quicker response times and quicker resolutions translate to better customer experiences.

Additionally, businesses that use swarming usually find that their employees are more engaged, love working in their favorite teams, and are therefore more likely to stick with the company for a longer period. The usual result is to create a motivating environment where people want to succeed and provide a great customer experience.

The next level that businesses can work for is “intelligent swarming,” which focuses on assigning a problem to the appropriate person rather than just the next person in line. For instance, routing a customer to a specific person that recently interacted with (and gave a positive rating to), is based on a person’s ability to communicate with a customer in their first language, or based on someone having knowledge of or experience with a particular product. Finding the ideal candidate for the position essentially means the flow is improved.

Getting the best from swarming

Organizations must understand when and where swarming is useful, as well as how to develop and improve this technique.

Swarming is a change in how a support network works, and it must be managed like any other change. This involves teaching people the attitudes, talents, and skills they need to succeed as well as coaching them and working with them to do so. Once the customers, support staff, and company all see the increased value, they turn become evangelists for it.

 

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Why should businesses where service management specialists work follow best practices like ITIL 4? At the core of this inquiry is a second question: do you believe in best practices?

Answering this question may be difficult for some people because it requires people to face the possibility that their professional practices are not as unique and individual as they would like to believe. And if people are satisfied that they are better for using best practices and refuse outside influences on how they conduct business, this idea affects entire businesses.

Believing in best practices, as they do, means being open to the “wisdom of the crowd,” where many individuals have discovered methods that function well in a range of situations.

What makes this important for today’s professionals and their employers?

Nordic countries’ best practices for digital services

The Nordic countries have seen significant change over the past 20 years as a result of new technology, digital transformation, and significant investments like the national ID system, which is used to log in, make payments, and file tax returns.

This is an outstanding example of how businesses and public sector organizations in the area are doing an excellent job of digitizing and digitally transforming, producing new capabilities that are now more commonly used and accepted.

Given the amount of infrastructure currently available, better development of digital services is possible.

To do this, players must accept digital transformation to a greater extent and develop ways to get around the already-established platforms.

But how does this impact the structures, procedures, and best practice skills that organizations need to develop to the next maturity level?

An organization needs training in best practices

They’ve seen a lot of work being done in businesses to develop and develop design thinking and Agile working techniques focused on new product development, maybe at the cost of a minor over-investment.

Meanwhile, more established approaches like IT service management and related best practices have received less attention and a comparative under-investment. This is a problem in their opinion because businesses need to manage what they already do better.

For example, there are currently cloud services projects in the banking industry, but it may take years for big, well-established companies to effectively move to the cloud. Additionally, even if there is a strong emphasis on digital development, it is possible to overlook the requirement for back-end infrastructure and service management for cloud services.

The DevOps movement has had a mostly positive impact in this area, especially when it comes to “greenfield” development from the ground up and developing integrated working techniques with multidisciplinary teams. However, it has simultaneously encouraged a technology-led strategy based on vendors and tools and, in my opinion, hasn’t addressed the divide between “Dev” and “Ops.” They believe that the best way to close this gap is to put more emphasis on cooperation.

As a result, businesses are now in a position where back-end systems are not able to support the development focus.

So they’re back to best practices.

A comprehensive approach to digital transformation using ITIL 4

When it comes to selecting training and certificates, Sweden is one country that exemplifies a modern setting. This encourages a tendency to seek the “shiny new thing” and leads some individuals to question if ITIL is still relevant today.

The simple response is that ITIL 4 offers learners coverage of Agile, DevOps, and many other topics; why waste time seeking knowledge from several sources when you can find most of the important knowledge you need in one location? The ITIL Service Value System, one of the core ideas of ITIL 4, is a way of systemically linking together how all components of an organization cooperate to enable value generation. Given the variety of best practices that ITIL 4 addresses, one would contend that it functions similarly. In other words, it is generating “a totality that is other than the sum of its parts,” to quote German psychologist Kurt Koffka.

Each module has a specific focus for practitioners at the higher levels of ITIL 4 certification, such as the Managing Professional designation: ITIL 4 Specialist: Create, Deliver and Support, for example, features some of the more well-known ITIL components while still describing the idea of value streams and the requirement for new professional competencies.

While ITIL 4 Specialist: High-velocity IT focuses on high-velocity environments and their specific requirements, from a shift in culture to the application of new techniques, ITIL 4 Specialist: Drive Stakeholder Value focuses on relationships and the concept of the customer journey. Last but not least, ITIL 4 Strategist: Direct, Plan, and Improve focuses on defining a goal, developing objectives, and achieving those goals.

No other framework or model has considered integrating a wide range of principle-based, unified, and holistic approaches with so many different processes and practices.

 

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The Co-operative Group (Co-op) is a combination of many companies in the retail food, funeral, legal, and insurance industries. The Co-op, established in 1863, is owned by its members and is known as a leader in social and community projects. With more than 2,500 retail convenience outlets, Co-op is the largest funeral provider in the UK thanks to its Funeralcare business.

The business has been undergoing a digital transformation since 2016. A change to a more modern company model served as the motivating factor in this. For instance, by investigating the online possibilities of its membership scheme to enhance member interactions, modernize the offering, and expose the business to a customer that is representative of its members and communities.

This has added digital technology, goods, and services, notably in the online and e-commerce areas. Examples include online membership, digital offers, a mobile app, home food delivery, and other services. In an omnichannel environment, these services are at the forefront of enhancing and growing the Co-customer op’s experience.

The introduction of these products was supported by some departments, including engineering, IT operations, and governance. Different viewpoints on how to manage change were maintained by each team. As a result, this requires a novel strategy centered on shared outcomes and collaborative working.

In the area of customer technology, Sundeep Singh, a Lead Technology Service Owner, has been a leader in bringing new methods of operation. In addition to controlling risk and maintaining the security and dependability of operations, this entails combining service management with agility to provide change quickly.

His responsibility is to make sure that the technology utilized by Co-op customers and internal product teams continues to be dependable, useable, follows user needs, and adds value. Providing outcomes that are crucial to business usually entails bridging different practices, processes, and approaches. His group has served as a change agent and advocate for this new approach.

The change initiative

The teams at Co-op started by integrating speed and agility into the infrastructure of the company. They still have to work within the larger governance and institutions. Cloud-based services were used in the design and development of many innovative products and online services. In contrast to the on-premise technology that the Co-op was used to, this necessitated a different approach in terms of the skills, procedures, tools, systems, and general ways of working.

Therefore, how could the Co-product op’s teams manage the greater flow of change along with the higher risk as they designed, engineered, tested, and released new technological advancements on cloud-based platforms?

Agility and stability were put in conflict by the product teams’ methodology and the current risk and service management procedures. Sundeep explained: “The team needed to facilitate a greater volume of change, but at the same time not compromising service stability. However, the approach to change management at the time didn’t work.”

At first, the most of changes were managed using a standard service management strategy, in which a central change advisory board (CAB) met once a week. As a result, any new changes required a five-day lead time. As a result, it was more challenging to take advantage of new business opportunities or keep up with the rate of change demanded by customers.

This was initially intended for systems with infrequent updates using a more waterfall methodology, where the amount and type of the change could increase the risk to the service they provide. The constant delivery of modifications, in which changes are broken into smaller changes and frequently given in smaller batches rather than all at once, was not supported by this strategy.

For smaller, product-based modifications, The Co-teams op’s tested with a daily, local CAB where they represented the flow of changes on a Kanban board for service team approval. Despite a shorter lead time, the team quickly realized that the strategy was unsustainable with almost 50 changes every day. There was a growing backlog of tested and ready improvements that increased risk and led to additional service problems. As a result, there was less trust between the teams, more change than the operations team could handle, general frustration, and low morale.

The service teams became aware of the need to change their approach to change management and to be more in line with Agile and DevOps values as the development teams transitioned to the decoupled, microservices architecture, which is the current approach to designing and delivering complex software systems. The team’s strategy ultimately integrates ITIL 4, DevOps, and the Jira Service Management tool. Therefore, to integrate and manage the change pipeline, the development and operations teams may use the same platform.

Changing objectives

The Co-business op’s goals are to increase the accessibility of digital goods, online channels, and services like mobile applications for its customers. Thus, the current working methods needed to change.

Enhancing change management and increasing the number of changes that may be done safely have been the objectives during the past few years. Added Sundeep: “ITIL 4 was used to achieve these goals by aligning service management and product teams, to create a simpler, leaner, and more valuable change management process.”

The Co-requirement ops for more frequent technological changes, as well as the deployment of efficient risk assessment and scheduling, allowed modifications, were linked with the move in ITIL from change management to change enablement.

The goal was to minimize any negative effects, please stakeholders, carry out the modifications in a timely and efficient manner, and adhere to all governance and compliance standards.

The teams working on digital products now employ an automated release system. Before going live, changes are ensured through a pipeline of development and test environments, occurring often but in smaller batch sizes and with lower risk.

Due to the fact that the entire process is automated, the team has been able to delegate change management tasks to the teams that would be affected by the change the most, including testing, scheduling, and conflict resolution. Sundeep explained: “This negates the need for CAB to be involved with every digital product change, so the first thing we did was to remove the daily CAB. Instead, it was scheduled only if necessary, as the people who authorize the changes are now part of team stand-ups where changes are discussed. So, they don’t come as a surprise which is a big step forwards in changing how we work. The decentralization of change management enabled our service team to provide value through an advisory role for changes that pose a greater risk, are high impact, or need further business visibility”.

The Co-op required an evolution that addressed culture, communication, and collaboration with people from different teams sharing the new vision. The department needed people who are flexible, open to change, and capable of handling uncertainty. This represented a new method of working and thinking.

As the Co-digital op’s transformation progressed, ITIL 4 was crucial from the standpoint of training and development. Using ITIL 4, teams and stakeholders were able to communicate, collaborate, and acknowledge the value of Agile, DevOps, and the importance of service management techniques.

Sundeep added: “the cultural change included treating risk as an opportunity to continuously improve and learn from failure, in other words, fail fast. For example, when changes are rolled back, they are done so quickly to minimize the impact on the customer. Accepting that major incidents and outages will happen, and instead focusing our efforts on promptly restoring service, required a mindset change. This would enable rather than prevent change and allow it to be implemented in smaller increments. Therefore, it would be easier and quicker to recover by rolling back to the last working configuration in the event of a problem.”

Compromise and trust have been important in promoting the cultural shift. Product teams increasingly have responsibility and accountability for the services they create and maintain. The support to solve issues is known to the service team. Product teams are aware that some changes might have to wait as a result. “It is typical for change to be constrained or restricted across enterprise organizations during business-critical periods,” Sundeep stated. Therefore, more caution is needed to prevent service stability from being compromised. Applying general “change freezes” might be harmful to an organization’s ability to respond to security concerns in the long run, however, given the increased security risks associated with modern digital services. When this happens, the approach to change necessitates a mental shift because implementing change in a more responsive, automated, and agile manner at these times can improve an organization’s standing in terms of the reliability of the services it provides.

Introducing ITIL 4 to the Co-op

The company’s service management procedures had reached a turning point. The team was attempting to rethink service management for an Agile and DevOps future, but there was nowhere to go because the best practices at the time had not changed. They only possessed outdated methods and other, more recent service management strategies, none of which could grow to the required enterprise level.

Sundeep explained: “then, ITIL 4 arrived; it virtually codified what the team was trying to do and provided it with an externally recognized reference. As ITIL 4’s best practice guidance reflects the challenges that other organizations are facing, it gave the team confidence that they were on the right path.”

Although some team members thought ITIL 4 was a change from earlier iterations of ITIL, they still supported it. Both the overall direction of service management and the operation of the larger technical teams were consistent with ITIL 4 and made sense.

Sundeep added: “rather than the process-driven approach of previous ITIL versions, ITIL 4 has instead allowed the team to consider value and outcomes. Along with the flexible and adaptable nature of ITIL 4, the team now performs tasks that make sense and bring value to the customer.”

ITIL 4 Managing Professional

Sundeep was the first employee of the Co-op to be certified in the more specialized ITIL 4 Managing Professional after obtaining a certificate in ITIL 4 Foundation and encouraged other employees to do the same.

Sundeep asserts that the introduction of high-velocity IT as a specialization in ITIL 4 Managing Professionals increased understanding and provided the foundation for digital transformation. Additionally, it had concepts from Agile, Lean, DevOps, and site reliability engineering that were new to ITIL, as well as ideas about culture, ethics, and people components.

Communication between the team and larger development teams improved because of ITIL 4’s shared language. It unlocked the potential for improved communication and mutual understanding between product teams.

All technology teams now have a need to comprehend, learn, and integrate ITIL 4. It has focus and is helping others in their own change processes.

ITIL 4’s four dimensions of service management

Sundeep and his team began considering changes from several angles after adopting ITIL 4’s four dimensions of service management (organizations and people, information and technology, partners and suppliers, and value streams and procedures).

“You have to look at it holistically, because you cannot make improvements and changes without considering what has happened around these decisions, including the people and skills aspect,” Sundeep said.

“So, the four dimensions really bring things to life when you are having improvement conversations.”

ITIL 4: guiding principles

The service team’s methodology now centers on the seven guiding principles of ITIL 4, which offer general suggestions for how businesses should achieve constant improvement.

“We tend to refer to the guiding principles in their day-to-day work when solving service management problems and implementing continuous improvement,” Sundeep said. “The customers are the product teams and the guiding principles have played a massive part in simplifying the service management approach with them.”

The guiding principles have been used in a variety of real-world situations, including:

Start where you are

The service team chose to implement a number of different systems that were already in use by different technological teams. For instance, it made use of the Kanban boards that the product development teams already used. This requires the service team to successfully integrate with the practices, cultures, and knowledge still in place.

Keep it simple and practical, with a focus on value

There were questions on the current request for change (RFC) form that was used for all different kinds of modification throughout an organization. However, it was better suited to changes where the risk profile varied, testing was mostly manual, or where the technical processes to accomplish the change varied greatly. This is not the same as the strategy for controlled, product-based, or routine change.

The form used to record and register modifications was examined by the service team, who also decided to make it more user-friendly by reducing the number of inputs. They also paid more attention to what was beneficial to everyone involved. For the digital product teams who were seeking the changes, the minimum feasible form and the introduction of standard updates streamlined the procedure and decreased time, effort, and cost. This made it possible for the service management team to focus more on value while immediately understanding requirements.

Collaborate and promote visibility

The team introduced self-service dashboards because service management required a way to work more closely with other teams. This increased the transparency of changes and gave everyone on the IT teams advance notice of impending changes, enabling them to plan for any potential problems. It thus eliminated us vs them culture and the silo mentality between the development and operations teams. Additionally, self-service dashboards made it possible for leadership to quickly and easily monitor technological advancements without having to seek a report. Due to the transparency of changes, which enables businesses to see advancement and play a more integrated role, has also assisted in removing boundaries between “business” and “IT.”

Think and work holistically

Any kind of change requires consideration of many stakeholder perspectives, including those of the audit and risk teams, as well as meeting their expectations when it is implemented in an agile development environment. It was important to consider other teams’ experiences as a whole and make sure they were satisfied with a certain strategy.

Optimize and automate

The service team discovered chances to optimize and automate processes by using tools and systems by examining the number of steps and time required to make technological improvements. To ensure complete integration and the ability to notify stakeholders of impending changes, the team integrated Jira Service Management for change registration and Slack messaging tools.

Change management became more effective as a result of effort and time reduction. Additionally, it has made it possible to automate workflows for approvals and further link the systems used by the development teams with the IT service management tools.

The service team has worked closely with its internal customers to collect feedback on what it needs to improve while still adhering to the guiding principle of starting where you are. For instance, this has involved building forms and notification routines in response to customer requirements and standardizing templates in the service management tool. This has made it possible to make minor changes and has made it possible for the team to be more open to client requests. The following steps involve advancing tool integration and creating APIs that can connect change management to other enterprise systems to further minimize the manual work required for registering changes.

Results

The deployment time for production releases has been cut by 85% thanks to the Co-change op’s management procedure. This has increased the pace of software feature releases and doubled the number of deployments. Additionally, this has made it possible for service management to modify more quickly and effectively than before.

Our service management teams now have the freedom to implement the appropriate level of risk controls, to balance the effectiveness and throughput of changes, as well as the results of the ITIL 4 change enablement practice, thanks to the complexity-based approach to change. The amount of change has been increased and the costs associated with managing those changes have been reduced by increasing the use of pre-authorized standard changes for regular, low-risk, better-understood, and more predictable changes.

Smaller batch sizes and shorter change cycles have been encouraged by this new agile and adaptive change methodology. About 1800 changes were made in 2021, and 98.7% of them were successful. The lead time for most change approvals was cut from days to under 30 minutes. The Co-overall op’s change failure rate has decreased, and it has also gotten easier to recover from mistakes without sacrificing a change’s safety. Before a change can be delivered into a production environment, it must first pass testing using our continuous integration/continuous delivery (CI/ CD) pipelines.

With additional teams embracing this new change process and change volumes already expected to surpass those of last year, the team has already seen improvements this year. It has been a positive evolution and a testimony to how the development and support teams currently function to move to a system where modifications are only brought to a central change advisory board under exceptional circumstances.

Feedback from product teams has been positive with comments such as “It’s great to see service management evolve to support this way of working: enabling engineering teams to release code faster whilst doing so safely, changing the perception of change management as a barrier and bringing teams closer together.” Sundeep said: the team has been able to create a culture of enabling change to suit the needs of all the teams at Co-op.”

The teams now operate more cooperatively and with more mutual understanding as a result of the usage of ITIL 4 to build trust and confidence.

Because of this, Co-op has been able to test, learn from, and deploy new product features more quickly as a business. For instance, the group has contributed significantly to the business’s digital mobile app, which sends customers offers for goods in grocery stores. The team succeeded in achieving this by launching a proof of concept and, depending on user feedback, turning it into a real service.

The business had to adapt quickly to change throughout the Covid-19 pandemic, thus this needed to be reflected in their websites and their services. The Co-op has additionally shown good governance and risk compliance.

The future

To make everyone’s lives easier, the team will keep building on the foundations it has laid and use its expertise in ITIL 4. The team can do a lot more to investigate upcoming service difficulties because ITIL 4 includes a lot of knowledge that it has not yet applied. Sundeep thinks the team has only begun to scratch the surface.

However, the team’s reputation within the Co-op has improved as a result of the digital transformation and change management journey. As a result, other teams are turning to the team for suggestions, leadership, and assistance with the difficulties they are experiencing.

Sundeep said, “change does not happen overnight, but by seeing our team’s successes, other teams within the Co-op want to learn about what we have achieved and how they can apply this knowledge.”

Biography

The Co-lead op’s technology service owner is Sundeep Singh. He has over ten years of experience managing service-focused teams, offering technical support and consulting for ITSM systems, and putting in place business-driven service management procedures.

He is currently in charge of pushing the Co[1]op’s online e-commerce business across food retail and Funeralcare to focus on modern service management. He is especially interested in the connections between DevOps, ITSM, Lean, and Agile.

 

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