ITIL v3 Vs v4

ITIL v3 mapping to ITIL v4
ITIL v3 vs v4
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under permission of AXELOS Limited. All rights reserved.
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Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.
Service Management
What will the new ITIL® be called?
 The new updated ITIL guidance will be called ITIL 4. This name reflects the role ITIL 4
will play in supporting individuals and organizations to navigate the Fourth Industrial
1.1
Revolution.
©2019 copyright BITIL.COM unless otherwise stated
 How does ITIL v3 map against ITIL 4?

 Whilst ITIL 4 retains many of the core elements of ITIL v3, and much of the existing guidance
will be recognisable in parts of ITIL 4, there are no direct like-for-like modules between the two
certification schemes.
ITIL4
2
3
service
for
budget
ITIL 4
authorizes
(A person who
consumption)
Customer
Sponsor
User
Key Concepts of Service Management
ITIL v3.1
Terminology
Customer
User
 ...
1.1 ©2019 copyright BITIL.COM unless otherwise stated ITIL4
Guiding Principles
…
 ...
1.1
ITIL v3.1 ITIL 4

ITIL Practitioner (par. 2.1) Focus on value
ITIL Practitioner (par. 2.3) Start where you are

ITIL Practitioner (par. 2.5) Progress iteratively with feedback
ITIL Practitioner (par. 2.8) Collaborate and promote visibility
ITIL Practitioner (par. 2.4) Think and work holistically
ITIL Practitioner (par. 2.9) Keep it simple and practical
Optimize and automate
ITIL4
4
Four Dimensions of Service Management
…
 ...
1.1
ITIL v3.1 ITIL 4

People Organizations and People
Products Information and Technology

Partners Partners and Suppliers
Processes Value streams and Processes
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Service Value System | SVS
…
 The ITIL SVS describes how all the components and activities of the organization work
together as a system to enable value creation.
1.1
ITIL v3.1 ITIL 4

Guiding Principles (ITIL Practitioner cap. 2) Guiding Principles
Governance (ITIL SS parag. 5.1) Governance

Service Lifecycle Service Value Chain
Processes Practices
CSI Approach Continual Improvement
ITIL4
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Understand the purpose and components of the ITIL service value system
ITIL Service Value System | Components
 Guiding Principles
 Recommendations that can guide an organization in all circumstances,
4.1
regardless of changes in its goals, strategies, type of work, or

management structure.
 Governance
 The means by which an organization is directed and controlled.
 Service Value Chain

 A set of interconnected activities that an organization performs to deliver a
valuable product or service to its consumers and to facilitate value
realization.
 Practices
 Sets of organizational resources designed for performing work or
accomplishing an objective.
 Continual Improvement
 A recurring organizational activity performed at all levels to ensure that an
ITIL4
organization’s performance continually meets stakeholders’ expectations. 7

Understand the activities of the service value chain
Service Value Chain
 The central element of the SVS is the
service value chain, an operating model
5.1
which outlines the key activities required to

respond to demand and facilitate value
realization through the creation and
management of products and services.

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Service Value Chain
…
ITIL v3.1 | Service Lifecycle ITIL 4 | Service Value Chain
Service Strategy Plan
1.1
Engage
Service Design Design and Transition
Service Transition
Obtain/Build
Service Operation Deliver and Support
Continual Service Improvement Improve
ITIL4
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ITIL Management Practices
 In ITIL, a management practice is a set of organizational resources designed for
performing work or accomplishing an objective.
6.1
 General management practices have been adopted and adapted for service management from
general business management domains.
 Service management practices have been developed in service management and ITSM
industries.
 Technical management practices have been adapted from technology management domains
for service management purposes by expanding or shifting their focus from technology solutions
to IT services.
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 The ITIL SVS includes:
 14 GENERAL management practices
6.1
 17 SERVICE management practices

 03 TECHNICAL management practices
all of which are subject to the four dimensions of service management

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General Management Service Management Technical Management
Practices Practices Practices
1. ITIL Management
Architecture Practices
Management 1. Availability Management 1. Deployment Management
2. Continual Improvement 2. Business Analysis 2. Infrastructure and Platform
ITIL Management
3. Information Security Practices3. Capacity and Performance Management
Management Management 3. Software Development and
4. Knowledge Management 4. Change Control Management
5. Measurement and Reporting 5. Incident Management
6.1
6. Organizational Change 6. IT asset Management

Management 7. Monitoring and Event
7. Portfolio Management management
8. Project Management 8. Problem Management

9. Relationship Management 9. Release Management
10. Risk Management 10. Service Catalogue
11. Service Financial Management
Management 11. Service Configuration
12. Strategy Management Management
13. Supplier Management 12. Service Continuity
14. Workforce and Talent Management
Management 13. Service Design
14. Service Desk
15. Service Level Management
16. Service Request Management
17. Service Validation and Testing
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Understand ITIL practices
Change Control | Value Chain
…
7.1
Value Chain Activities Heat Level

Plan 1
Improve 3
Engage 1
Design and Transition 3
Obtain / Build 3
ITIL4
Deliver and Support 3 13

Service Value Chain
Service Strategy
 ...
1.1
ITIL v3.1 | SS ITIL 4

Strategy Management for IT services Strategy Management
Business Relationship Management Relationship Management

Service Portfolio Management Portfolio Management
Financial Management for IT services Service Financial Management
Demand Management Business Analysis
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ITIL 4 Portfolio Management
 The purpose of the portfolio management practice is to ensure
that the organization has the right mix of programmes,
projects, products, and services to execute the organization’s
6.1
strategy within its funding and resource constraints.

 Portfolio management encompasses a number of different
portfolios, including the:

 Product/Service portfolio is the complete set of products and/or Service Portfolio
services that are managed by the organization, and it represents the Service Service Retired
organization’s commitments and investments across all its Pipeline Catalogue Services
customers and market spaces.

 Project portfolio is used to manage and coordinate projects that
Project
have been authorized, ensuring objectives are met within time and portfolio
cost constraints and to specification.
 Customer portfolio is used to record all the organization’s
customers and is the relationship manager’s view of the internal and Customer
portfolio
external customers who receive products and/or services from the
organization.
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Service Value Chain
Service Design
 ...
1.1
ITIL v3.1 | SD ITIL 4

Design Coordination Project Management (1/2)
Service Catalogue Management Service Catalogue Management

Service Level Management Service Level Management
Supplier Management Supplier Management
Capacity Management Capacity and Performance Management
Availability Management Availability Management
IT Service Continuity Management Service Continuity Management
Information Security Management Information Security Management (1/2)
Design technology architectures and Architecture Management

management architectures
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(ITIL SD parag. 3.7.3)
Service Value Chain
Service Design
 ...
1.1

Design technology architectures and Architecture Management
management architectures
(ITIL SD parag. 3.7.3)
Service Design Principles (Cap. 3) Service Design
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ITIL 4 Project Management
 The purpose of the project management practice is to ensure that all projects in the
organization are successfully delivered. This is achieved by planning, delegating,
monitoring, and maintaining control of all aspects of a project, and keeping the motivation
6.1
of the people involved.

 Projects are one of the means by which significant changes are introduced to an
organization, and they can be defined as temporary structures that are created for the
purpose of delivering one or more outputs (or products) according to an agreed business
case.
 There are different approaches to the way in which projects are delivered, with the
waterfall and Agile methods being the most common:
 The waterfall method works well in environments where the requirements are known upfront, and
where definition of the work is more important than the speed of delivery.
 The Agile method works best where requirements are uncertain and likely to evolve rapidly over
time, and where speed of delivery is often prioritized over the definition of precise requirements.
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Service Value Chain
Service Design | Terminology
 ...
1.1

Service Level Agreement
A written agreement between an IT service provider and A documented agreement between a service provider
the IT customer(s), defining the key service targets and and a customer that identifies both services required
responsibilities of both parties. and the expected level of service.
… …
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Service Value Chain
Service Transition
 ...
1.1
ITIL v3.1 | ST ITIL 4

Transition Planning and Support Project Management (2/2)
Service Asset and Configuration Mgmt IT Asset Management

Service Configuration Management
Change Management Change Control
Release and Deployment Management Release Management
Deployment Management
Service Validation and Testing Service Validation and Testing
Change Evaluation Risk Management
Knowledge Management Knowledge Management
Organizational Change Management (ITIL ST Organizational Change Management

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cap. 6)
Service Value Chain
Service Transition | Terminology
 ...
1.1
ITIL v3.1 | SO ITIL 4

Change
The addition, modification or removal of anything that The addition, modification, or removal of anything that
could have an effect on IT services could have a direct or indirect effect on services.
… …
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Service Value Chain
Service Operation
 ...
1.1

Event Management Monitoring and Event Management
Incident Management Incident Management

Problem Management Problem Management
Request Fulfilment Service Request Management
Access Management Information Security Management (2/2)
Service Desk Service Desk

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Service Value Chain
Service Operation | Terminology
 ...
1.1

Incident
An unplanned interruption to an IT service or reduction An unplanned interruption to a service or reduction in

in the quality of an IT service or a failure of a CI that the quality of a service.
has not yet impacted an IT service
Problem
The underlying cause of one or more incidents A cause, or potential cause, of one or more incidents
Service Request
A generic description for many different types of A request from a user or a user’s authorized
demands that are placed upon the IT organization by representative that initiates a service action which
the users has been agreed as a normal part of service
delivery.
… …
ITIL4
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Service Value Chain
Continual Service Improvement
 ...
1.1
ITIL v3.1 | CSI ITIL 4

The Seven-step Improvement Process Measurement and Reporting (1/2)
CSI Approach (CSI parag. 3.1) Continual Improvement

Service Measurement (CSI parag. 5.4) Measurement and Reporting (2/2)
Service Reporting (CSI parag. 5.7)
ITIL4
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Service Value Chain
…
 ...
1.1
ITIL v3.1 ITIL 4

Risk Assessment and Management Risk Management
(ITIL SS Appendix E, SD Appendix M, ST Appendix B,

SO Appendix G, CSI Appendix C)
Competence and Training Workforce and Talent Management
(ITIL SS parag. 6.10, SD parag. 6.5, ST parag. 6.6, SO
parag. 6.9, CSI parag. 6.6)
Business Analysis
(The purpose of the business analysis practice is to
analyse a business or some element of it, define its
associated needs, and recommend solutions to address
these needs and/or solve a business problem, which
must facilitate value creation for stakeholders.)
ITIL4
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Service Value Chain
…
 ...
1.1
ITIL v3.1 ITIL 4

Infrastructure and Platform Management
(The purpose of the infrastructure and platform

management practice is to oversee the infrastructure
and platforms used by an organization.)
Software Development and Management
(The purpose of the software development and
management practice is to ensure that applications
meet internal and external stakeholder needs, in terms
of functionality, reliability, maintainability, compliance,
and auditability.)
ITIL4
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Courseware Owner
Claudio Restaino
Director Professional Services

mob. +39 349 6588077
claudio.restaino@bitil.com
ITIL4
27

ITIL v3 Vs v4

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ITIL v3 mapping to ITIL v4

 How does ITIL v3 map against ITIL 4?

ITIL v3.1 ITIL 4

ITIL Practitioner (par. 2.3) Start where you are

ITIL v3.1 ITIL 4

Products Information and Technology

ITIL v3.1 ITIL 4

Governance (ITIL SS parag. 5.1) Governance

regardless of changes in its goals, strategies, type of work, or

 The means by which an organization is directed and controlled.

 Service Value Chain

organization’s performance continually meets stakeholders’ expectations. 7

which outlines the key activities required to

management of products and services.

 17 SERVICE management practices

all of which are subject to the four dimensions of service management

6. Organizational Change 6. IT asset Management

8. Project Management 8. Problem Management

Value Chain Activities Heat Level

Deliver and Support 3 13

ITIL v3.1 | SS ITIL 4

Business Relationship Management Relationship Management

strategy within its funding and resource constraints.

portfolios, including the:

customers and market spaces.

ITIL v3.1 | SD ITIL 4

Service Catalogue Management Service Catalogue Management

Design technology architectures and Architecture Management

ITIL v3.1 | SD ITIL 4

of the people involved.

ITIL v3.1 | SD ITIL 4

ITIL v3.1 | ST ITIL 4

Service Asset and Configuration Mgmt IT Asset Management

Organizational Change Management (ITIL ST Organizational Change Management

ITIL v3.1 | SO ITIL 4

ITIL v3.1 | SO ITIL 4

Incident Management Incident Management

Service Desk Service Desk

ITIL v3.1 | SO ITIL 4

An unplanned interruption to an IT service or reduction An unplanned interruption to a service or reduction in

ITIL v3.1 | CSI ITIL 4

CSI Approach (CSI parag. 3.1) Continual Improvement

ITIL v3.1 ITIL 4

(ITIL SS Appendix E, SD Appendix M, ST Appendix B,

ITIL v3.1 ITIL 4

(The purpose of the infrastructure and platform

Director Professional Services

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