ITIL 4 certification guide and transition from ITIL v3 by Dr. Mauricio Corona, ITIL 4 architect [VIDEO]

Video transcription

ITIL 4 Certifications & Transition [00:34:48]

So, in order to answer one of the questions that we previously asked about ITIL 4 certifications.

Looking Ahead - ITIL 4 Content & Qualifications [00:35:51]

Well, this the new scheme, this the new scheme. As you can see ITIL Foundation is at the bottom, and then you will be able to take five more modules. It's create, deliver, and support, drive stakeholder value, high velocity IT, direct plan and improve. And on the other side is ITIL and IT strategy. I will explain every single one of them.

Structuring each book & certification [00:36:12]

So what are we doing in order to create this certification exam? Well, we start working with learning objectives, then of course we create a syllabus, non-examinable material. There's going to be plenty of non-examinable material. Why is that? Because we need real practice scenarios. We need real practice exercises, and we are working on that side as well. Then we create the Table of Contents. After that, we polish the manuscript, practice references, after that, practice guides. And once that we have everything, then we create the exam questions and sample papers.

This is the way we are arriving every single ITIL certification exam as a product to the right market, and of course the core book is more dynamics and guide. And it's very important. We do not want to create books in order to answer questions. That's not the main topic. As long as we understand what a good practice should be doing within my organization in order to enable my digital services, then the outcome will be passing any kind of certification exam. So passing the exam has never been the main objective. So training will cover, of course, more than just the core book as well. This is something that the ATOs are working on.

Structuring Practices [00:37:28]

So the guidance is based on proven and practical experience, and it's something on which we have been working a lot. So the guidance on, and support ITIL 4 syllabus has been heavily deployed with several authors. Right now there are lead authors for every single book, for every single of these five books. And there are authors as well and there is subject matter experts and reviewers and that kind of stuff. So we are working right now on this. We are writing books. I have the privilege of working with some of the elite authors, and all of the dates and details on where, how are going to be published and researched shortly.

About ITIL 4 Foundation [00:38:15]

So the ITIL Foundation is the exam that is right now available. It's focused on key concepts, the guiding principles for dimensions. Pretty much the things that we just discussed.

About ITIL MP - Create, Delivery & Support [00:38:27]

And then, we're creating the great delivery and support that is going to be on the ITIL Managing Professional site that is focused on integration of value, measuring service performance, key practices. Please consider and please remember that you will be able to access this presentation. I am going a little fast because of time constraints, but please consider that you will have access to all of this information.

About ITIL MP - Drive Stake holder Value [00:38:50]

We have the driver stakeholder value, that it's mainly focused on engagement and interactions, measurement, and of course key practices are directly linked to this domain.

About ITIL MP - High Velocity IT [00:39:06]

We have high velocity IT. This is a very, very nice book very nice book, the elite author is a really smart, really smart people and all of the authoring team as well. So what is going to be addressed here, well, the topics are going to be

• Differences between traditional and digital operating model
• How to adapt and adopt ITIL 4
• How to adapt and adopt the concepts with a lean and agile perspective as well as with high automation. And, of course,
• Key practices - that are direct linked to this publication.

About ITIL MP - Direct, Plan & Improve [00:39:43]

We have the creating a learning and improvement organization. In this case we're going to explore how to influence lean, agile, moving the interface with the governance body and key practices.

And the final book is focused direct plan and improve. And the final book is on the leader on digital strategy. And this is very, very, very cool because we are trying to focus as well on, what about this year? What about the CTO? What about a new digital office? So, well, they should have focused on the strategic the other side, and there's going to be a book that is called "Digital and IT Strategy."

About ITIL MP - MP Transition [00:40:22]

So for all of you that already have some certification, there's going to be some transition. And this transition is going to be, of course, focused on a key concept in a much more detailed view than the foundations one.

About ITIL MP - Digital & IT Strategy [00:40:34]

Well, this is the one of the ITIL and digital strategy.

About ITIL MP - ITIL Master [00:40:38]

And after that is going to be the ITIL master level that we haven't started yet even the discussions about that. So this will come after we take care of all of the intermediate stuff.

Continuing ITIL 4 Development [00:40:54]

So we will continue with the ITIL 4 development from February to date. And of course, we will start writing about the practices and we will start writing about the more detailed view.

What should I do if I have ITIL v3 Foundation only [00:41:08]

"So, what should I do if I have ITIL v3 foundation only?" Well, get 17 points and then transition to ITIL 4 because you will need the 17 points in order to be eligible to a transition model.

What should I do if I have ITIL v3 Foundation and some Intermediates (less than 17 points) [00:41:19]

"What should I do if I have a ITIL v3 foundations and some intermediates?" Well, less than 17 points, the same recommendation will be.

What should I do if I have ITIL v3 Foundation and some Intermediates (17 points) [00:41:29]

"I have ITIL v3 foundation and some intermediates." Well, take the transition or take the MALC in order to take the transition model later.

What should I do if I have ITIL v3 Expert [00:41:37]

"I have ITIL v3 Expert." Well, it's really interesting, real ITIL 4. I have seen some colleagues that they are ITIL experts and they already took the ITIL 4 Foundation exam." So it's really interesting. I did that too as well. So it's really interesting.

Wrapping Up [00:41:55]

So a quick wrapping up.

ITIL 4 - New Concepts & Models [00:41:57]

We saw service value system. We saw the service value chain that they tail at service value chain. We saw the best of the model, and within the best of the model, we saw the four domains, that all of them should be considered in order to have the right approach when we are creating and designing these new products and services by using this new architecture.

ITIL 4 - New Certification Structure [00:42:19]

And this is a new certification structure scheme.

Common Organisational Questions [00:42:24]

And, well, getting back to the initial questions,

How we like ITIL help me, my private investments? We talked about tooling, training, organizational and if ITIL is going to be relevant to my organization.

And the answer is yes. It's yes. It doesn't matter what you have think about the first one, the worth that you specifically think, it's yes. Of course we worked, and that's why it was a long process. We worked more than one year in order to arrive to this final stage of launching the ITIL Foundation 4, on which I insist you will not see anything like foundation definitions. In that book, you will be able to see the new architecture.

Common Personal Questions [00:43:06]

Common personal questions. " Will my current certification is still valid, help me to do my job better and grow my career? "

It's pretty much the same answer. It's going to be, "Yes, we can."

Questions and Answers [00:43:25]

And, Prem, I don't know if we have some questions. I will get back to you and we'll change the presenter.

Prem: All right. Yeah. Thank you so much for the, you know, detailed explanation of ITIL 4, Dr. Corona. Yes, we do have a few questions from the audience. And, I would like to read it to you so that you can answer them. So the first question is from Vishnu. And he has asked,

When are the other five publications of ITIL 4 due for release?

Dr. Mauricio: Okay. Well, as I probably mentioned, AXELOS and we are working on that side, but the final dates hasn't been published yet. So what I can tell you is that AXELOS is doing the best they can in order to have everything finished throughout this year. Everything, of course not the ITIL Master Level, but everything that we have talked and discussed about, ITIL Specialist and the ITIL Strategist and Leader. There are specific teams that are already working across the globe in order to achieve these within this year.

So, right now, the efforts are on this, the main efforts, and on translations as well. Right now, of course, the first release was only in English, and right now they are working in four key languages translations. And all of these should happen the during this year, but we are waiting for the official dates.

Prem: All right, that's wonderful. And before I read out the next question, I have an announcement for all of our audience. So please stay back, for the announcement of the lucky winner, so, who is going to take away the Google Home. So I have it for the end of this discussion.

And the next question for Dr. Corona. So, it's on demand management. So, Angela has asked this question,

Demand management is missing among practices. Any reasons for this?

Dr. Mauricio: Yes. Yes, there is a very, very strong reason for that. And the very strong is that demand management belongs to several practices. That's the main reason. And even this was, there was a heavy discussion about this topic because, "Well, demand management is key." Yes, is key for capacity management, is key for availability management, is key for several practices.

So what we are expecting to see in the next publication is what's the role of demand management within every single practice that we are seeing right now in the new evolution of ITIL 4? And you are right, and this is a very, very important topic. So, the reason that it's not there, it's because it belongs to, it is strictly linked to several practices and it belongs to several practices. So it will be fair to say that this should be considered a separate principle. And that's the main reason. That's the main reason. But you are right. Demand management is really, really important for organizations and for service management. So we need to consider that.

Prem: All right. Thank you, Doctor. And the next question is on... I would like to combine two questions, so that it can be easier. So,

Is ITIL v3 mandatory for me to get certified with ITIL v4?

So that is one question. And another one is,

What is the road if I don't have any ITIL v3 certification? Where do I start?

Dr. Mauricio: That's great. That's great. Yeah, the same answer goes for both questions. Yeah, it is not mandatory at all to have any single ITIL v3 certifications in order to start my new ITIL 4 certification. So it is not mandatory at all.

What I would suggest is that you take a look to the previous definitions of service or processes, because in that case you, as long as you take a look to the previous version, then you will be able to understand and to go in a much more deeper way.

For example, in order to start asking, "Where is demand management?" We just saw that with the previous question, "Where is demand management?" And that came because this person already know and understand the previous one. So what I would suggest is you to go back to take a look, to read some of the ITIL v3 stuff, at least the core, the core processes, and the core concept, the service lifecycle and that stuff.

In order to be able to understand the evolution and the most important part of this is why does AXELOS had to be able to create a new product in order to bring the evolution of ITIL? Well, this is in order to address the new challenges that the organizations are facing across the globe. So there is no need to do anything about ITIL v3 in order to start ITIL v4.

Prem: Doctor, there is a one more interesting question from Bernie Kumar. So he has asked the difference.

What is the primary difference between organizational change management in business practice and change control in service management practice?

Dr. Mauricio: That's great. That's great.

Organizational change management refers to the business discipline that has to address everything about communication and control.

And the change control goes much more deeper within IT service management or service management practices on which you need to change configuration items in order to improve or to create new products and services.

So the organizational change management address the business stuff about, regarding communication and behaviors and culture and that stuff, and the change control practice goes straight directly to your configuration items. And remember, that it could be any single asset that we have within the organization, for example, a computer. And if I'm going to change something in a computer, in a server, in a data center, then I will need to use the change control practice. But if I will need to set up a new mindset within my organization in order to everyone to start talking about digital transformation, then I should use the discipline of organizational change management.

Prem: Okay. Doctor, I've got three questions, so from three different users here. But I would like to read them all together so that you can answer that in parts. Okay? So the first question is,

What is my first action to take if I am brand new to ITIL?

And the second question is,

What is the best ITIL book for beginners?

And the third question is

Are ITIL 4 Foundation certification classes already available now?

Dr. Mauricio: Okay. Yeah, great. So, if I'm brand new, that's great. That's great. And it's very interesting.

If you're brand new, well, I will strongly encourage you to start reading the ITIL 4 Foundation edition. I think that you will get a very comprehensive view of the new world in service management and you will be able to understand these differences that we are discussing in several conferences across the globe and in several forums and blogs and posts on which they say, "Hey, enterprise service management, IT service management, service management, and we need to be lean we need to be agile, we need to consider DevOps." Then, well, if you read the ITIL Foundation book, the fourth edition that will help you to have a very comprehensive view of this.

And this will answer the second question as well,"What's the best ITIL book?" Well, I will suggest that if right now you haven't seen anything about ITIL, start reading with the ITIL Foundation book. What I will consider the traditional IT service management, you will be able to see that in the service operation book and the service transition book. Those two are the ITIL v3.

To be honest, I will always recommend you to read the books before going through any kind of certification course. That will be the ideal way in order to arrive, to clarify, in order to arrive and try to learn everything I need to know about service management in two days or a three-days course. So I would suggest starting with ITIL 4 Foundation book. And if you have time and want to get a much more deeper view of the typical ITIL service management, take a look to service operation and service transition. If you have time, service design. If you have time, continual service improvement and service strategy. That will be nice.

With this, what I am saying is that the ITIL v3 books, I still found a lot of value there. This is going to be the basis in order to build the evolution. And it's always to know where the core concepts are coming from.

And the last question was about the ITIL Foundation. Can you please rephrase me that? It was about the ITIL 4 Foundation certification. It wasn't available, right? They're already available.

Prem: Yeah. It's about the classes. Are there online classes and offline classes available for ITIL 4 Foundation ready?

Dr. Mauricio: Yes. Absolutely. Yes, they are already available for all of the ITIL 4 Foundation. You can find a lot of accredited training organizations online that are offering self-paced online or even courses at your offices. So, yes, they are available. We launched everything at the same time. It was the book, it was the syllabus, it was the sample exams, and the exam per se. So it's already available, and you can find it very easily to, through the internet. And if you go to the AXELOS website, then you will find plenty of accredited training organizations who are able to deliver that.

Prem: All right. Doctor, I also think that we can order the book online from AXELOS, correct?

Dr. Mauricio: Yes, that's right. You can order the book from AXELOS. And if you are a member of local chapters, for example, AXELOS Management Forum USA, AXELOS Management Forum UK, those are two of the ITSMF and organizations that I know that already have an agreement with AXELOS. So you can get the book at discounted prices. And that's really interesting because that will add value to your membership. So it's good.

Prem: Okay, Doctor. And I have got a couple of more questions that are really interesting. And if I may ask, and if you have time, can I go ahead, Doctor?

Dr. Mauricio: Sure.

Prem: All right.

Is there any specific guidelines of utilization of artificial intelligence and DevOps in ITIL 4?

So this is one of the questions I do have in my mind.

Dr. Mauricio: Great, great question. And I'm very passionate about that topic. And I want to share with you that we are right now working on that. We are right now working on that. So there is going to be a lot of information about that, mainly on the high velocity book. It's going to be right there.

But we are writing a lot about artificial intelligence and several types of artificial intelligence and how they contribute to all of the things that you have seen in the service value system. So how, for example, will AI enable from our demand to our value delivery? So, yes, the answer is yes. Right now we are starting to write some blogs.

And if you enter through the AXELOS membership area, there are a couple of blogs that are starting to address this topic. But we are working heavily on this topic in this upcoming book. So it's not released yet, but yes, we are considering that.

Prem: All right, Doctor. I think, you know, that should be it. And we have got a couple of more questions, but I believe due to time constraints, we will try our best to ask answer those questions, and if I need, because, I'll get in touch with you, Doctor.

Dr. Mauricio: Absolutely. You can get my email from the presentation and just contact me, and do not hesitate by contacting me. Absolutely, yes.

Prem: All right. Thank you so much, Doctor. All right, guys. So I'd like to ask you all a question and launch a poll so that I can get some idea about,

Do your non-IT departments piggyback on your IT helpdesk software?

I have seen that in a lot of environments, right, where HR will use a group inside our IT help desk. So we'll be able to access all our HR information. And IT administrators are overloaded for configuring it, correct?

So how many of you have this kind of an environment where you share your IT service desk software with non-IT departments?

So I've got 65% of our audience say yes to this poll. I've got some good news for you guys.

In a way, Service Management also includes…

So, enterprise service management is all about extending service management to non-IT departments like travel, legal, human resources and etc. So all these departments, we have to share our knowledge. We, being the pioneers of service management, we know the importance of time management. We have worked against the clock all the time, you know, achieving service level agreements.

So it's time for us to share this best practice to non-IT departments and give them something, you know, customized for their needs. Instead of using or repurposing IT service desk software for non-IT needs, we have to come up with a customizable system, give the ownership directly to them. Probably the HR manager be the administrator of his system. He can configure his own business rules, he can configure his own configurations and he has to proceed in that direction. And we have to educate them whenever they need suggestions and advisors from IT on how to do it better.

ManageEngine ServiceDesk Plus

So with that in mind, ManageEngine invested in our flagship product, ManageEngine ServiceDesk Plus, our ITSM tool, with Enterprise Service Management.

Enterprise Service Management in ServiceDesk Plus

So in our product, Enterprise Service Management is already available. In within 60 seconds, you can deploy a separate portal, we call it an instance for non-IT department. It's one tool with multiple instances.

Now users don't have to access multiple URLs to ask for services from different departments. Instead, they can come to the Enterprise Service Management portal, access the instance and submit their request.

And the advantage of going with this model is IT will still be the owner, the technical owner of the application. Whenever there is a technical issue, we can take care of it. But, administrative control is completely given to the department.

And out-of-the-box, we provided templates for HR and a few other departments. So you can easily roll it out and start using it instantly. So if you'd like to have a demo of this, you know, I would like to collect some information. So if you want to have a demo on this, please answer the poll now. I can arrange a demonstration with one of our experts who will explain about Enterprise Service Management in ServiceDesk Plus and how we have handled non-IT departments and how we have specialized it.

So thank you guys for the polls. So we have your details. We'll get in touch with you so we can arrange a personalized demo on that.

Built to super charge your IT help desk

And furthermore, ServiceDesk Plus has a lot inbuilt already ITIL-ready. So asset management, for example, is one of the best practices, one of the principles that ITIL 4 speaks about. So all the time we have been focusing more into configuration management database, but asset management is now a part of ITIL. So we have to be doing asset management. So asset management is already available as a module right away out-of-the-box in ServiceDesk Plus along with ITIL, modules like incident management, problem management, change management.

So it has got the best practices ITSM workflows, powerful integration with IT management applications. The best part about ManageEngine is, we are not just a ServiceDesk software company. We invested in a large spectrum. We have investments in every management model possible. So Active Directory, yes, we do have a tool. If you want to monitor your network, if you want to monitor your operations, we have a tool for it. If you want to take control of your data and convert the data into meaningful information and analyze, we have got analytics tool for you. So in security spectrum, we have invested. So you can right away integrate ServiceDesk Plus with all these tools, and in principle, you can realize DevOps.

So if you're in a DevOps environment, if you want to achieve continuous deployment, we already have the tools ready for it which can be customized and integrated. We have got smart automation, so UI-driven, even-driven automations with which you can do API calls with third party application. Extensive reporting capabilities are already available.

And the one thing that we are very proud about ServiceDesk Plus is codeless customization. So we have done deployments in, you know, record times. So we can right away roll out in any environment, with minimal coding, we can, you know, customize the product and deliver.

And ServiceDesk Plus is available in two mediums. We have a cloud application where you can subscribe and start using it, and also, if you'd like to have your own server, you can download the on-premises version.

Thank you

And guys, thank you so much for being very patient and asking a lot of good questions to Dr. Corona. And please do get in touch with us.

You can reach us out to me, premmaheswaran@manageengine.com. I'll send you an email. Also, you can get in touch with us via our support, support@servicedeskplus.com if you've got any further questions on this.

Thank you so much guys. And it is indeed a pleasure having you all. Thank you.

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