If you havent seen it, we recently published an article on why we feel ITIL v3 still has it's place in 2024. We've had loads of feedback and questions surrounding this, so we thought we should provide some further thoughts around whilst we still love ITIL v3, ITIL4 is ultimately where we should be aspiring to.
If you've not read the previous article, the summarised view is that in our opinion, as brilliant as ITIL4 is, there's a huge amount that can still be learned from v3. Hmmm, so aren't we contradicting ourselves here, no, please stick with us for a moment...
Let's cut to the chase - in our opinion, some of the less mature organisations may be better to focus on some of those core 'traditional' Service Ops type processes to keep their operations stable, rather than focus on the broader and looser scope of ITIL4 (at least at this stage and then build upon that). Some experts also suggest that v3 might be a better fit for Financial Services and other heavily regulated organisations, which is quite an interesting observation also.
So for the avoidance of doubt then, yes we're massive fans of v3 and the stability it can provide, but we're even bigger fans of ITIL4 with all the newer ways of working. Ultimately, The ITSM People just try to find the right balance to help our clients choose what's right for them (and often, this is to focus on some key aspects of V3 to get the 'house in order' first).
If you're not too familiar with all this waffle and already lost between V3 and ITIL4, let's delve in a bit as to what's changed, and why the changes are so important.
The first thing to mention is that ITIL4 isnt new, it's actually been around for over 5 years. It's fair to say that it has reshaped the IT Service Management (ITSM) landscape by putting a stronger emphasis on the customer. While ITIL v3 was all about getting the processes right, ITIL4 brings some fresh changes that make customer experience the star of the show.
Critically ITIL4 also introduced several new 'practices' that were not explicitly part of ITIL v3, namely:
Architecture Management
Business Analysis
Deployment Management
Infrastructure and Platform Management
Monitoring and Event Management
Portfolio Management
Project Management
Relationship Management
Risk Management
Service Financial Management
Service Design
Service Request Management
Software Development and Management
Supplier Management
Shifting Focus from Processes to People
In the world of ITIL v3, the core was all about detailed processes and structured workflows. It gave us a solid foundation to manage IT services effectively. But as we move into ITIL4, there's a noticeable shift. ITIL4 still values good processes, but it understands that what really matters is how these processes serve the people using them. The focus now is on creating value for customers, not just ticking off process checklists.
Embracing Flexibility with Practices
One of the standout features of ITIL4 is the transition from strict processes to more flexible practices. This change acknowledges that the IT world is constantly evolving, and a rigid approach can sometimes be more of a hindrance than a help. Practices allow for more adaptability, helping organisations stay agile and responsive to change. It's like moving from a strict diet plan to a more balanced, lifestyle-oriented approach to eating—more sustainable and realistic.
The Service Value System (SVS)
Central to ITIL4 is the Service Value System (SVS). Think of it as a blueprint for how all the moving parts of an organisation can come together to create value. The SVS integrates key components like guiding principles, governance, service management practices, and continual improvement. It's designed to ensure that everything the organisation does is aligned with delivering real value to the customer.
Four Dimensions of Service Management
To create this value, ITIL4 looks at four key dimensions:
Organisations and People: Focus on the right culture and skills.
Information and Technology: Leveraging tech smartly.
Partners and Suppliers: Building strong relationships.
Value Streams and Processes: Ensuring everything flows smoothly.
These dimensions ensure a balanced approach, making sure that no part of the organisation is working in isolation. This sounds great right? but this can also pose a challenge and require 'top down' support across the entire organisation, not necessarily just 'IT'.
Guiding Principles to Navigate the Modern IT World
ITIL4 also introduces the new and brilliant seven Guiding Principles and regardless what version of ITIL is preferred, we can all learn a lot from using these to, well, 'guide us'..
Focus on Value: Always prioritise what’s valuable to the customer.
Start Where You Are: Use existing resources and build from there.
Progress Iteratively with Feedback: Make small, incremental changes and learn as you go.
Collaborate and Promote Visibility: Teamwork and transparency are key.
Think and Work Holistically: Understand the big picture.
Keep It Simple and Practical: Don’t overcomplicate things.
Optimise and Automate: Streamline and improve efficiency.
These principles are designed to help organisations navigate the complexities of IT (or Enterprise) Service Management, while keeping the customer at the forefront.
Why ITIL4 is a Big Deal
Adapts to Change: In today's fast-paced digital world, flexibility is crucial. ITIL4's practices allow organisations to adapt quickly to new challenges and opportunities.
Focuses on Value Creation: By emphasising customer value, ITIL4 ensures that IT service management aligns with business goals and delivers real benefits.
Encourages Collaboration: Breaking down silos and promoting visibility helps teams work better together, improving overall service delivery.
Supports Digital Transformation: With its modern approach, ITIL4 is perfectly suited to support organisations on their digital transformation journeys.
So, In a Nutshell ..
While ITIL v3 gave us a strong foundation with its detailed process-oriented approach, ITIL4 takes things further by putting the customer at the centre.
It's less about rigid processes and more about creating real value in a flexible, adaptable way. By focusing on what truly matters to customers and continuously improving how services are delivered, ITIL4 helps organisations stay relevant and competitive in an ever-changing landscape.
So whether you're ready for ITIL4, or the more rigid processes in v3 are a better fit for you, there's no question that they both have huge strengths. It's just about choosing what's right for you (and that might be using a bit of both to get things just right).
So where does it all go from here? Good question, the world is moving even faster than ever.
ITIL5 or whatever the next version is called, might focus on deepening the integration with emerging technologies such as AI, machine learning, and IoT.
It may well emphasise even greater flexibility and adaptability in not just IT but also Enterprise Service Management, further enhancing the customer-first approach by leveraging real-time data analytics for a more personalised service. Cybersecurity, Sustainability, Cloud Services and proactive Service Management could also become core components, addressing the evolving challenges in the digital landscape.
So here's the thing, whatever happens from this point forward, there's no question that building on ITIL4's foundations, 'ITIL5' will no doubt provide an even more advanced Service Management framework for us to learn from.
What have we learned from all this? well, there's really good stuff in all the different versions of ITIL, it's all about taking the best bits to suit you and your organisation.
If you'd like to learn more about how we help our clients apply 'Right Practice' drop us an email to hello@itsmpeople.co.uk to arrange a no obligation chat.
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