Ultimately, ITIL seems to have the ambition to expand its scope to cloud and DevOps environments, the entire IT lifecycle, and even BSM (Line of Business Service Automation) environments such as the Incheon Airport Tenant Service Center.

In a way, during this rapidly changing era of IT paradigms, it feels like the highly active ITIL framework is quickly defining IT services and gradually dominating the IT standards domain.

Of course, this means the service management market will gain even more momentum.

While studying ITIL v4, I found a video summarizing ITIL v4’s key concepts, which I’d like to share with you.

A very important keyword is Co-create Value, meaning “joint value creation.”

ITIL provides a holistic way for IT professionals and organizations around the world to co-create value in the modern service economy.

All organizations have resources that need to be configured to create ‘products’ that offer value to potential consumers.

From these products, organizations create service offerings designed to meet consumer or consumer segment needs, such as quality and price. By doing so, the organization acts as a “service provider.”

Other organizations or individuals, acting as “service consumers,” choose the service offering that best suits their needs.

They enter a “service relationship” to interact with the provider, which in turn generates or co-creates value for both the consumer and the provider.

PESTLE MODEL

SVS(Service Value System)

The SVS includes six Value Chain Activities:

- Plan

- Improve

- Engage

- Design & Transition

- Obtain/Build

- Deliver & Support

Ultimately, demands are input through Engage, and within service management, these activities process the input under certain conditions to generate value for products and services.

ㅇHere’s how ITIL v4 differs from ITIL v3:

Existing ITIL v3 Practices support and contribute to these Value Chain Activities.

'Practices' are an evolution of the ITIL version 3 processes and are structured using the four dimensions model.

ㅇExamples of Value Stream Activities

1) Developing a new service component at a bank to create value.

2) Supporting customer complaints to create value.

This is called a Value Stream.

This completes the overall concept.

Conceptually, ITIL v3 focused on the service lifecycle perspective—Services, Practices, and Continual Improvement. ITIL v4 expands this to include product management, project management, and asset management processes, while also addressing governance and principles from frameworks like COBIT, covering the entire IT domain.

In conclusion, I think ITIL v4 was released as an initial declaration to secure a leading position in response to rapidly changing IT trends and paradigms, even if it’s not fully complete.

In other words, I expect version 4.1 will be released soon.