From ITILv3 to ITILv4: Development of a new Service Introduction Process

Abstract

Due to the rapid disruption of new technologies, it is important that an organization remains flexible and has robust processes in place to onboard new technologies and services in a reasonable time. The IT department, as one of the key enablers within any organization, must ensure that adopted technologies align with organizational requirements. This process must be both sound and comprehensive, accounting for every key criterion within the organization, to ensure that new technology is utilized to its full potential and meets all specified requirements. This thesis compares the latest versions of the ITIL framework: ITIL version 3, published in 2011, and ITIL version 4, published in 2019. It will identify and analyse the key aspects of each version, highlight the differences and evaluate their respective advantages and disadvantages. The goal of this thesis is to gain a deep understanding about the key components and apply the gained insights during the development of a new service introduction process. The first chapters revolve around the theoretical aspects of ITIL in general and respectively for each version. Then the key aspects of both versions are compared and analysed. For this analysis the Brainstorming and 8P-Ishikawa fishbone methods have been used. The result was reviewed according to the IEEE 1028:2008 software review standard to ensure an objective assessment. After reviewing provided literature of ITILv4 and creating questions for key aspects of a service, these questions have been reviewed according to the IEEE 1028:2008 standard. Finally, they were integrated into a BPMN process to ensure optimal sequence for service introduction. The result of the analysis makes clear that ITILv4 has significantly more advantages for the organization than ITILv3. The provided information is easier to apply and to understand as Axelos, the publisher of ITIL, offers examples and key success factors for a successful adoption. The most important advantage of ITILv4 is its high customizability as it is deliberately designed to be adapted to the organization’s specific needs. This flexibility allows organizations to adopt only those ITILv4 principles and suggestions that are helpful and applicable to their specific needs, enabling a more tailored and effective implementation of best practices. This customisation helps to provide significant value to the organization through its services.

Date of Award	2024
Original language	English
Supervisor	Michael Tesar (Supervisor)