The Coronavirus – A Pandemic that Requires a New Operating Model

Over the last few months the world has been dealing with a new pandemic – the Coronavirus, or COVID-19. First experienced in China, the new virus has now spread to all countries and territories around the globe.  Source: https://www.worldometers.info/coronavirus/

A Disaster We Were Not Adequately Prepared For

• The world economy is taking a tremendous hit
• Stock markets have lost 1/3 of their value, and retirement saving has been decimated
• Organizations of all types are struggling to cope with the situation
• Markets are being swamped with customers, panic buying for fear that they will run out of supplies during the next few months (or however long the virus lasts).
• Organizations cannot respond quickly enough with the unanticipated demand – the supply chains were not designed to react quick enough to such surging demand.
• As a result, market shelves are being emptied, stores are limiting their hours and access to products/services, and trucks are lined up at big producers to replenish retail outlets – for example, Proctor & Gamble to supply more toilet paper (for which there has been a hug demand!)Governments and organizations of all types worldwide were not expecting this disaster.

According to reports, the virus was not treated for several weeks while it continued to grow within China. And due to the frequent travel of Chinese between their country, and the US (particularly Washington and California), as well as across Europe, the virus began to spread – and very quickly turned from an epidemic to a “pandemic” – a virus that has community spread, and is now affecting the entire globe.

For sure China, America, Europe, the Middle East, and all countries affected are now responding with containment procedures, new regulations that that are designed to limit the spread, while R&D labs work on a cure. But why couldn’t we have been more prepared? Why didn’t we anticipate that a global pandemic would break out, especially after the H1N1 (Swine Flu) that occurred in 2009, the Ebola virus outbreak in Africa, and the terrible flu pandemic of 1918 that killed an estimated 60 million people worldwide.

Could we have been more Prepared? Yes. Bill Gates predicted during a TED talk back in 2015 that the world would soon face a global pandemic of disastrous proportions. He warned, rightly so, that the biggest looming threat was not massive nuclear war, but rather a tiny virus – one we had not previously seen, and for which we were not adequately prepared for. He suggested that governments and organizations of all types consider• The impact of previous epidemics and pandemics, and how a new pandemic would visit havoc on the world population, economies, and people’s well being• How we should plan and invest in medical corps that could partner with the military, and bring rapid medical help to areas affected• How we ought to invest in R&D to more rapid develop treatments for a new virus never before seen.

Rather than relying on the tradition approach of slowly reacting to crises, we could have behaved differently. Organizations could have moved more rapidly to a new operating model – one that assumes a dynamic, unpredictable, rapidly changing environment. That assumes rapid respond and delivery is the norm, rather than the exception. Unfortunately, governments and business didn’t listen. They failed to be proactive, to plan and anticipate. For the most part, they have been slow to adopt new business models, and invest in new ways to respond. And then that pandemic did in fact strike – COBID-19 – in China, in December of 2019.

How ITIL 4 Can Help Organizations Meet Such Challenges

ITIL 4®, a new “operating model” for the fast changing world we are moving into was introduced by AXELOS in February 2019, after several years of development by thousands of contributors, and several task forces of designers. ITIL 4 is now being rapidly rolled out across the globe, with increasing adoption by all types of governments, business and organizations. As a new business model and operating framework, ITIL 4 includes several characteristics that can help organizations of all types more quickly and effectively deal with unforeseen challenges such as the Coronavirus (COVID-19) pandemic.

Acknowledgements

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

THE DIFFERENCES BETWEEN ITIL V3 AND 4, AND WHAT’S IN THE NEW ITIL 4 MODULEs

What are the main differences between ITIL v3 and ITIL 4?

The following text will help you understand in more detail the content changes which have been made from ITIL v3 to ITIL 4.  As a result, this should encourage certification from new and existing candidates. ITIL 4 is an evolution of the ITIL  framework. The major changes found in ITIL 4 are summarized below.

Service value system (SVS)

ITIL has evolved beyond the delivery of services and now provides end-to-end value delivery. The focus is on the co-creation of value through service relationships. The updated framework focuses on facilitating value co-creation via a service value system (SVS). The SVS represents how different components and activities can work together, in any type of organization, to facilitate value creation through IT-enabled services.

In ITIL 4, customers are an essential element in the process of value creation.

Service value chain (SVC)

Incorporated within the SVS is the service value chain (SVC). The service value chain is the set of interconnected activities that, when sequenced in the right way, provides an operating model for the creation, delivery, and continual improvement of services. The service value chain allows an organization to define a number of variants of these sequences known as value streams, of which the v3 service lifecycle is one such example.

The service value chain is flexible and can be adapted to multiple approaches, including product-focused delivery teams, DevOps, and centralized IT. The adaptability of the value chain enables organizations to react to changing demands from their stakeholders in the most effective and efficient ways.

Guiding principles

The ITIL guiding principles, first introduced in ITIL Practitioner, are at the core of ITIL 4. The guiding principles help IT professionals to adopt and adapt ITIL guidance to their own specific needs and circumstances. These guiding principles can (and should) be followed at every stage of service delivery. They allow professionals to define approaches and navigate difficult decisions.

The ITIL guiding principles include:

• Focus on value
• Start where you are
• Progress iteratively with feedback
• Collaborate and promote visibility
• Think and work holistically
• Keep it simple and practical
• Optimize and automate

The guiding principles provide a comprehensive and holistic vision of how a service (as well as a service management) organization should manage and execute its work. The focus on collaboration, automation, and keeping things simple, reflects principles found in Agile, DevOps and Lean methodologies.

ITIL Practices

What is currently known in ITIL v3 as “processes” are being expanded to consider other elements such as culture, technology, information and data management, and more. This holistic vision of a way of working is known as a “practice” in ITIL 4, and forms a fundamental part of the ITIL 4 framework.

The ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated into different areas of service management and IT, from demand to value. The ITIL 4 framework will reinforce a flexible and non-siloed approach for the application of ITIL practices.

Four Dimensions

To support a holistic approach to service management, ITIL also defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

The four dimensions represent perspectives which are relevant to the whole service value system. All apply to both service management and to the services being managed across the whole organization.

Integration with other practices and new ways of working

ITIL 4 will reflect other frameworks and integrate new ways of working including Agile, DevOps, Lean, IT governance and leadership. The guiding principles draw from proven ways of working and foster a customer centric culture of collaboration, working holistically and gaining continual feedback. ITIL 4 will provide the flexibility needed to adopt and adapt what is relevant to each business and organizations while reinforcing the fundamentals for delivering quality IT service. All of this sets ITIL and service management in a strategic context, bringing together ITSM,

Development, Operations, business relationships and governance in a holistic approach. This is a truly integrated model for digital service management.

The ITIL 4 framework also includes governance activities that enable organizations to continually align their operations with the strategic direction set by the governing body. ITIL 4 provides organizations with a simple and practical improvement model to maintain their resilience and agility in a constantly changing environment.

What is included in the ITIL modules?

ITIL 4 Foundation

ITIL 4 takes you through a service value system which provides a holistic picture of what it really means to contribute to business value.

The Foundation level is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. ITIL 4 Foundation candidates will have an understanding of the following:

• A holistic approach to the co-creation of value with customers and other stakeholders in
  the form of products and services
• The Guiding principles of ITIL 4
• The four dimensions of service management
• Key concepts from Lean IT, Agile, DevOps, and why these are important to deliver
  business value

How ITIL practices described in ITIL 4 will maintain the value and importance provided
by the current ITIL processes, whilst at the same time expand to be integrated into
different areas of service management and IT, from demand to value.

ITIL 4 Managing Professional (ITIL MP) Path

ITIL 4 Managing Professional (ITIL MP) targets IT practitioners working within technology and digital teams across businesses. The Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT-enabled services, teams and workflows.

ITIL 4 Managing Professional consists of four modules:

• ITIL 4 Specialist Create, Deliver and Support
• ITIL 4 Specialist Drive Stakeholder Value
• ITIL 4 Specialist High Velocity IT
• ITIL 4 Strategist Direct Plan and Improve (universal module)

To obtain the designation ITIL 4 Managing Professional or ITIL 4 Strategic Leader, the candidate must complete all modules in each stream, with ITIL Strategist being a universal module for both streams.

ITIL 4 Specialist Create, Deliver and Support

This module covers the ‘core’ service management activities and expands the current scope of ITIL to cover the ‘creation’ of services. This module focuses on the integration of different value streams and activities to create, deliver and support IT-enabled products and services whilst also covering supporting practices, methods and tools.

This module will also cover service performance and will give practitioners an understanding of service quality and improvement methods. It will enable IT practitioners to continue to deliver innovative yet reliable tech-enabled services to their customers in an increasingly competitive market.

ITIL Specialist Create, Deliver and Support is aimed at ITSM practitioners managing the operation of IT-enabled & digital products and services, and those responsible for the end-to-end delivery.

ITIL 4 Specialist Drive Stakeholder Value

This module covers all types of engagement and interaction between a service provider and their customers, users, suppliers and partners. It focuses on the conversion of demand into value via IT-enabled services.

The module covers key topics such as SLA design, multi-supplier management, communication, relationship management, CX and UX design, customer journey mapping, and more. It will provide candidates with the tools to increase stakeholder satisfaction which is integral to business success in the current competitive landscape.

ITIL Specialist Drive Stakeholder Value is aimed at practitioners who are responsible for managing and integrating stakeholders, focus on the customer journey and experience, and/or are responsible for fostering relationships with partners and suppliers.

ITIL 4 Specialist High Velocity IT

This module explores the ways in which digital organizations and digital operating models function in high velocity environments. It will help aspiring organizations to operate in a similar way to successful digitally-native organizations. This module includes the use of working practices such as Agile and Lean, and technical practices and technologies such as Cloud, Automation, and Automatic Testing, focusing on rapid delivery of products & services to obtain maximum value.

ITIL Specialist High Velocity IT is aimed at IT managers and practitioners involved in digital services or working in digital transformation projects, working within or towards high velocity environments.

ITIL 4 Strategist Direct Plan and Improve

This module provides individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction. The module covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage. It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

ITIL Strategist Direct Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.
Therefore, it is the universal module which will be a key component of both streams, ITIL 4 Managing Professional and ITIL 4 Strategic Leader.

Accredited training for the ITIL 4 Managing Professional modules is mandatory to enable full understanding of the core material. All modules have ITIL 4 Foundation as a prerequisite. ITIL 4 Managing Professional is due to be launched later in 2019 and in early 2020.

ITIL 4 Strategic Leader (SL) Path

ITIL 4 Strategic Leader (ITIL SL) recognizes the value of ITIL, not just for IT operations, but for all digitally-enabled services. Becoming an ITIL SL demonstrates that the individual has a clear understanding of how IT influences and directs business strategy. ITIL 4 Strategic Leader consists of two modules:

• ITIL 4 Strategist Direct Plan and Improve (universal module)
• ITIL 4 Leader Digital and IT Strategy

To obtain the designation ITIL MP or ITIL SL, the candidate must complete all modules in each stream, with ITIL Strategist being a common module for both streams. ITIL 4 Strategist Direct Plan and Improve (duplication from ITIL MP messaging) The purpose of this module is to provide individuals with the practical skills necessary to create a ‘learning and improving’ IT organization, with a strong and effective strategic direction.

The module covers the influence and impact of Agile and Lean ways of working, and how they can be leveraged to an organization’s advantage. It will provide practitioners with a practical and strategic method for planning and delivering continual improvement with the necessary agility.

ITIL Strategist Direct Plan and Improve is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It will cover both practical and strategic elements.
Therefore, it is the universal module which will be a key component of both streams, ITIL 4 Managing Professional and ITIL 4 Strategic Leader.

ITIL 4 Leader Digital and IT Strategy

This module will focus on the alignment of digital business strategy with IT strategy. The module also covers how disruption from new technologies are impacting organizations in every industry and how business leaders are responding.

The pace of evolution in the digital world has never been so fast and organizations need to be flexible and adapt to the ever-changing environment if they want to keep providing value to their customers while remaining competitive in the marketplace. The IT & Digital Strategy module adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders.

The module will help IT leaders and aspiring leaders build and implement effective IT and digital strategy that can tackle digital disruption and drive success. Accredited training for the ITIL 4 Strategic Leader modules is mandatory to enable full understanding of the core material. ITIL 4 Foundation is a prerequisite for ALL modules. In addition, the ITIL Leader modules requires a minimum of three years of IT managerial experience.

ITIL 4 Managing Professional Transition (MPT) module

The Managing Professional transition module is designed to allow ITIL v3 candidates who have already invested to easily transition across to ITIL 4. They can gain the designation of ITIL 4 Managing Professional via one course and one exam. The transition module enables candidates to recognize their previous achievements while still gaining the up-to-date skills and knowledge needed to navigate the digital service economy.

The module will provide information on the key elements of the following modules from ITIL 4
Managing Professional:

• ITIL 4 Specialist Create, Deliver and Support
• ITIL 4 Specialist Drive Stakeholder Value
• ITIL 4 Specialist High Velocity IT
• ITIL 4 Strategist Direct Plan and Improve

The course will also provide an introduction and cover the key concepts found in ITIL 4 Foundation. To take the transition module, all candidates must be at Expert level or have a minimum of 17 v3 credits. It is therefore aimed at candidates who have a strong knowledge of ITIL v3.

Accredited training for the ITIL 4 Managing Professional transition module is mandatory to enable full understanding of the core material. The ITIL 4 Managing Professional transition module will be live on the October 3, 2019.

ITIL 4 Master

The Master level is the highest achievable level of ITIL, and there are currently only around 100 in the world. It is a huge achievement, and one that holds a lot of prestige within the IT service management community. To achieve the ITIL 4 Master certification, professionals must be able to explain and justify their ability to apply the principles, methods and techniques from ITIL in the workplace. In addition, candidates must have both the ITIL 4 Managing Professional (ITIL MP) and ITIL 4 Strategic Leader (ITIL SL) designations.

The ITIL 4 Master level is due for release in 2020.

According to a recent report by Global Knowledge, one of the largest IT training providers world-wide, ITIL Foundation Certification training took 1st place as the most popular IT certification in North America.

According to the article:

“Over 12% of IT professionals have earned their ITIL Foundation certificate, making it the most popular certification in North America. For those planning to pursue certification this year, 7.2% have ITIL Foundation in their sights.

ITIL Foundation has been an industry staple for years, but the upgrade to ITIL 4 in early 2019 only added to this certification’s popularity amongst those who manage IT best practices. Its first update since 2011, ITIL 4 covers the latest best practices in IT service management (ITSM), the new terminology that organizations are using within ITSM, and how DevOps, Agile, and Lean IT are affecting the ITSM domain.

ITIL Foundation is also associated with higher-than-average salaries. This is because IT professionals who earn their ITIL certificate often go on to earn more advanced certifications. In fact, ITIL-certified professionals in the United States hold an average of 5.1 career certifications and earn $129,402 a year.

For more, visit: https://www.globalknowledge.com/us-en/resources/resource-library/articles/most-popular-certifications/?utm_source=Newsletter-email&utm_medium=Email&utm_campaign=NA-EN-EMC-200512-Newsletter-May-Email&utm_content=5-Most-Popular-IT-Certifications-CTA