2. Agenda
Start with Why
What Are Best Practice Frameworks, and Why Do We Need Them?
Best Practices Defined
Lean, Agile, DevOps and ITSM/ITIL 4
The Increasing Challenges - addressed by Utilizing Multiple Frameworks
Guiding Principles to address Culture
Lean Values
Agile Manifesto
DevOps – CALMS and The Three Ways
ITIL 4 Guiding Principles
The New Operating Model: Continual Improvement with Value Streams
Why ITIL 4?
ITIL 4 Service Value System and Service Value Chain
Value Stream Mapping
CI Approach
Summary
Q&A
Note: Diagrams and Text courtesy of ITSM Academy and/or Axelos unless otherwise referenced

3. The More You Know

4. Start with Why

5. What Is a Best Practice, and Why Do We Need Them?
Definition (courtesy of businessdictionary.com):
A method or technique that has consistently shown results superior to those achieved with other means, and that is used as a benchmark. See also best in class and leading practice.

6. Best Practices/Frameworks
Lean – a production philosophy that focuses on creating and managing the flow of value from start to finish – from concept to launch, from order to delivery, from need to fulfillment.
Agile – a collection of software development methodologies in which requirements and solutions evolve through collaboration between self- organizing, cross functional teams in order to deliver working software in smaller and more frequent increments.
DevOps – a cultural and professional movement that stresses communication, collaboration, and integration between software developers and IT operations professionals while automating the process of software delivery and infrastructure changes
IT Service Management – a set of specialized organizational capabilities for providing value to customers in the form of IT services
ITIL is the preeminent best practice framework for ITSM
ITIL 4 was released on February 28, 2019

7. The Increasing Business/IT Challenges

8. How to Address Those Challenges
No single best practice framework is “perfect” – no silver bullet
Need to avoid local optimization - organizations improve in vertical functions but are not optimized horizontally end to end
What about the customer?
Continuous Delivery/Deployment?
Feedback Loops
The Answer:
Adopt and Adapt practices from multiple frameworks, with focus on value
Requires Transformational Leadership - Vision, Top Down Support, and Outside-In Perspective
Address Culture via Guiding Principles
Strong emphasis on Continual Improvement
Systems Thinking – integrate horizontally across value streams

9. Guiding Principles
“Principles are underlying truths that don’t change over time…” – Mary Poppendieck, co-author of Lean Software Development
A guiding principle is a recommendation that guides an organization in all circumstances
Guides organizations to adopt a service oriented approach into their culture
Adapt best practice guidance to their own specific needs and circumstances
Allow organizations to integrate the use of multiple methods into an overall approach to managing services and delivering value

10. Lean Guiding Principles

11. Agile Guiding Principles

12. DevOps Values

13. DevOps – The Three Ways

14. ITIL 4 Guiding Principles

15. Why ITIL 4?

16. Why ITIL 4?

17. The Focus of ITIL 4
Value Co-Creation – no longer a mono-directional flow between service provider and consumer
Service defined by VOCR – Value, Outcomes, Costs, and Risks

18. Anatomy of a Service

19. Service Value System

20. Service Value Chain

21. Value Stream Mapping

22. Service Value Chain

23. The Four Dimensions
Evolution of PPT (People, Process, and Technology) and 4 P’s of ITSM
Encourage systems thinking and represent all of the various perspectives that must be considered

24. ITIL 4 Continual Improvement Model

25. Summary
Best Practice Frameworks provide solid and useful guidance, but you must:
Adopt and Adapt (Lean AND Agile AND DevOps AND ITIL 4)
Allow your Teams to Innovate
Continually Improve – Alignment to Changing Business Conditions
Best Practices are NOT a Silver Bullet, and are NOT just about tools and technology
CULTURE (Organizations and People) is the most important aspect
Focus on Value from the Customer’s Perspective
Value Co-Creation and VOCR
Use best practices and guiding principles to break down silos – optimize the flow of work across organizations, functions and processes
ITIL 4 is a game changer for Service Management– creates a unifying operating model that incorporates systems thinking and continual improvement
This is WHY integrating multiple Best Practice Frameworks improves your opportunities for success!

26. Consulting Service Offerings
I Train IT Leaders provides strategic consulting services for not only IT organizations, but broader business customers as well. Expertise in providing executive coaching with items including:
Strategy Design and Architecture
Vision to Measurements
Continual Improvement
Agile Service Management
DevOps Leadership
Metrics establishment, maturity, and evolution

27. Training Service Offerings
ITIL 4 Foundation – June/July Public Class
ITIL Practitioner
ITIL 4 Executive Overview
DevOps Executive Overview
DevOps Foundation
Certified Agile Process Owner
Certified Agile Service Manager
Certified Process Design Engineer
Coming soon in 2019:
Value Stream Mapping
DevOps Leader

28. Q&A