ITIL v3 vs ITIL v4: Detailed Comparison

The Information Technology Infrastructure Library (ITIL) is a cornerstone of IT Service Management. As a vital component of the ITIL, this framework has evolved through several iterations to align with the dynamic landscape of technology. The most recent iteration, ITIL v4, was unveiled in 2019, succeeding its predecessor, ITIL v3. This progression has ignited discussions comparing ITIL v3 vs ITIL v4.

This blog aims to dissect the ITIL v3 vs ITIL v4 discourse by examining their fundamental distinctions. It highlights how ITIL v4’s integration of modern digital practices and Lean, Agile, and DevOps methodologies represents a leap forward from ITIL v3’s process-centric approach.

Table of Contents 

1) ITIL v3: An overview

2) Framework of ITIL® v3

3) ITIL v4: An overview  

4) Framework of ITIL® v4

5) Key differences between ITIL v3 and ITIL v4

6) What is the motive of the new version of ITIL 4?

7) ITIL 4 vs ITIL v3 - Total overhaul or slight tweak?  

8) Conclusion

ITIL v3: An overview

ITIL v3, as the name suggests, is the third version of ITIL. Launched by Axelos in 2007, it was upgraded in 2011. It is a collection of the best practices required for effective IT management.   

There have been various versions of ITIL since its conception in the 1980s. ITIL v3 was created to support IT services and align them with the overall business goals. The breakdown of the service lifecycle characterises it into five stages, as follows:   

a) Service strategy: In the initial phase of the ITIL Service Lifecycle, the service strategy focuses on clarifying business objectives. It involves creating business strategies and encompasses five ITIL processes.

b) Service design: The second stage of the ITIL Service Lifecycle, service design involves planning and designing processes, technological solutions, and products to enhance customer satisfaction. There are eight associated ITIL processes.

c) Service transition: In the third stage, service transition maintains existing services while introducing new organisational changes. It encompasses seven ITIL processes.  

d) Service operation: The fourth stage ensures consistent and smooth product delivery. It includes five ITIL processes.

e) Continual service improvement: The final stage addresses policy changes and necessary improvements within the ITIL process framework.
 

 

 

Framework of ITIL v3 

 ITIL stands as a cornerstone in IT Service Management, continually adapting through various iterations. While ITIL v3 has long been revered as the pinnacle of this framework, the emergence of ITIL v4 has redefined excellence.

Often referred to as ITIL 2011 v3 following its enhancement in 2011, this iteration has maintained its esteemed status due to its robust technological frameworks that seamlessly merge top-tier IT services with strategic business objectives. Even amidst the advancements of ITIL v4, the legacy and efficacy of ITIL v3 remain a benchmark in the industry.

ITIL v4: An Overview 

Unveiled in 2019, ITIL v4 represents the most current evolution of the framework, building upon the solid foundation laid by ITIL v3. This latest version is celebrated for its incorporation of cutting-edge technology, which empowers organisations to excel across many operational facets.

ITIL v4 is instrumental in elevating organisational worth through the enhancement of customer satisfaction, facilitating a smooth transition into digital transformation and beyond. Its widespread adoption across various industries is testament to its effectiveness, particularly due to its integration of Lean principles, DevOps, and Agile methodologies.   

Framework of ITIL v4 

ITIL v4 stands at the intersection of proficient IT services and the attainment of business goals, serving as an ideal guide for enterprises navigating the evolving landscape of service management. This framework is anchored by two key elements: the Four Dimensions Model and the ITIL Service Value System (SVS). These components are crucial in comprehending the breadth and depth of ITIL v4’s capabilities. Let’s delve deeper into the intricacies of these foundational aspects:

The Four-dimension model

 

The four-dimension model is merely an update of the four Ps of ITIL v3 – people, products, processes, and partners. One of its essential features is that the four dimensions always influence each other. This means that the other three will also feel any change experienced by one of the dimensions. The four dimensions are as follows:   

1) Organisations and people: There must be a clear understanding of the roles and responsibilities assigned to the employees to add organisational value  

2) Information and technology: Information and technology refers to the knowledge of techniques and practices that can help in service management  

3) Partners and suppliers: This dimension refers to the agreements drawn between organisations and their partners  

4) Value streams and processes: Value streams and processes refer to a detailed guide on formulating and delivering products to consumers. 

ITIL Service Value System 

The SVC acts as the architecture of ITIL v4. It includes the elements responsible for maintaining effective service management in organisations. The Service Value System's components aim to produce valuable outputs for businesses. The components are as follows:  

1) Service value chain: The service value chain comprises a set of steps that assist organisations in creating and delivering valuable outputs to consumers.

2) Guiding principles: There are seven  that aid organisations in making better decisions within the framework.

3) Governance: Governance involves supervising an organisation’s performance.  

4) Continual improvement: Continual improvement is a critical factor in ensuring customer satisfaction.

5) Management principles:  There are 34 management principles that govern organisational functioning to achieve business goals.

Key differences of ITIL v3 and ITIL v4 

 The latest ITIL version focuses on collaboration and communication concepts in effective ITSM strategies. Since ITIL v4 is the updated version of ITIL v3, most of the differences between them will be the additions that came with ITIL v4. Let’s look at some of the key differences between ITIL v3 and ITIL v4:

ITIL v3 processes and ITIL v4 practices 

One of the most significant differences between ITIL v3 and ITIL v4 is related to their processes and practices, respectively. The ITIL v3 processes refer to a list of activities attached to all the required information. The ITIL v4 practices, on the other hand, are tasks performed in organisations. The key difference between both versions is the replacement of the 26 ITIL v3 processes with three ITIL v4 practices:
 

ITIL v3 processes	ITIL v4 practices
Service Strategy	General Management Practices
Strategy management   Demand management   Service portfolio management    Financial management   Business relationship management	Architecture management   Continual improvement   Information security management   Knowledge management   Measurement and reporting   Organisational change management   Portfolio management   Project management   Relationship management   Risk management   Service financial management   Strategy management   Supplier management   Workforce and talent management
Service design	Service Management Practices
Service catalogue management   Availability management   Information Security Management   Service level management   Capacity management    Design coordination   Supplier management   IT Service Continuity Management	Availability management    Business analysis   Capacity and performance management   Change control   Incident management    ITIL Asset Management  Monitoring and event management  Problem Management  Release management   Service catalogue management   Service configuration management   Service continuity management   Service design   Service desk   Service level management    Service request management   Service validation and testing
Service transition	Technical Management Practices
Transition planning and support   Change management   Change evaluation   Release and deployment management   Service assets and configuration   management  Service validation and testing   Knowledge management	Deployment management   Infrastructure and platform management   Software development and management
Service operation
Access management   Event management   Service request fulfilment   Incident management   Problem management
Continual Service Improvement
The seven-step improvement

 

ITIL v3 vs ITIL v4: Guiding principles 

Another significant difference between ITIL v3 and ITIL v4 is based on their guiding principles. Nine guiding principles in ITIL v3 were brought down to seven in ITIL v4. Let’s look at the different guiding principles of both:
 

Guiding principles of ITIL v3	Guiding principles of ITIL v4
Focus on value	Focus on value
Design for experience	Start where you are
Start where you are	Progress iteratively with feedback
Work holistically	Collaborate and promote visibility
Progress iteratively	Think and work holistically
Observe directly	Keep it simple and practical
Be transparent	Optimise and automate
Collaborate
Keep it simple

 

Definition of ‘Service’ in ITIL v3 and ITIL v4

In the context of ITIL, the term “service” has different interpretations in ITIL v3 and ITIL v4:

ITIL v3 definition:

In ITIL v3, a “service” is defined as a medium for delivering value to users without additional costs or risks.

ITIL v4 definition:

In ITIL v4, the concept of “service” is expressed through the medium of Value Co-creation.

Value Co-creation involves including customers in the planning and development stages by actively seeking their constructive feedback.

It extends beyond just the customer; service providers, regulators, and suppliers are all equally involved.

By embracing value Co-creation, organisations can enhance value for both customers and the organisation itself.

ITIL v3 service lifecycle vs ITIL v4 Service Value System  

The concept of the ITIL v3 service lifecycle and ITIL v4 Service Value System is different. The former works on a Waterfall model, meaning each stage begins only once the previous stage has been completed. The five stages of the ITIL service lifecycle are as follows:     

a) Service strategy 

b) Service design 

c) Service transition 

d) Service operations 

e) Continual service improvement 

The Service Value System is the basis of ITIL v4's framework. It consists of details that push for all the organisation's activities to collaborate to contribute value. The Service Value System's components are the seven guiding principles, governance, service value chain, practices, and continual improvement. 

Definition of ‘Service’ in ITIL v3 and ITIL v4 

The term' service' is interpreted differently in ITIL v3 and ITIL v4. In the ITIL v3 framework, 'service' is defined as a medium for delivering value to the users without additional costs or risks. On the other hand, the meaning of 'service' in the ITIL v4 framework is expressed via the medium of Value Co-creation. The process of including the customer in the planning and development stage via their constructive feedback is known as Value Co-creation.   

Apart from the customer, the service provider, regulators, and suppliers are all equally involved. Incorporating value co-creation helps add value for the customer and the organisation both. 

Continual Service Improvement vs Continual Improvement 

The Continual Service Improvement (CSI) model in ITIL v3 was upgraded in ITIL v4. It is now termed Continual Improvement (CI). It helps improve organisational value by identifying minor tweaks throughout the business and fixing them. It comprises seven steps.   

Roadmap to ITIL v3 and ITIL v4 certification 

Although ITIL v3 and ITIL v4 are versions of ITIL, there is a significant difference between the roadmap followed to attain the respective certifications. Let’s look at some differences in the certification journey of ITIL v3 and ITIL v4. 

The ITIL v3 certification offered by Axelos is one of the most coveted certifications to hold in the IT service sector. There are five certification levels present for ITIL v3, which are as follows:  

a) Foundation: The foundation level is the most basic level of the certification, offering an overview of ITIL v3. It covers ITIL's basic terminology and components while teaching about methods to apply ITIL effectively.   

b) Practitioner: Candidates who use ITIL V4 Processes and Framework to improve businesses. The Practitioner certification can only be acquired after passing the Foundation level.   

c) Intermediate: The intermediate certification level consists of two focus areas – service lifecycle and service capability. While the service lifecycle includes five phases, service capability comprises operational support, planning, protection, and optimisation.  

d) Expert: The expert level is an advanced certification that proves your expertise in the field of ITIL. The prerequisite for acquiring this certification is 17 credits from the three previous modules and passing the Managing Across the Lifecycle (MALC) module.  

e) Master: The master certification is the highest level that can be earned for ITIL v3. It can only be earned after passing the Expert exam and holding at least five years of ITIL experience. Other prerequisites include passing an interview with the ITIL assessment panel.  

The ITIL Certification Path marks an ITI professional who can operate ITIL in ways that contribute to improving businesses. If you're aiming for certification, being prepared for ITIL Interview Questions can significantly enhance your confidence and performance during the assessment process. It comprises four certifications, which are as follows:    

a) ITIL 4 Foundation: This is the basic level that teaches about the daily responsibilities of an IT professional using ITIL.   

b) ITIL 4 Managing Professional: The ITIL MP contains four modules that offer the skills and knowledge to attain job roles like ITIL Strategist.   

c) ITIL 4 Strategic Leader: ITIL 4 Strategic Leader (ITIL SL) modules are the ITIL strategist modules and ITIL leader modules.   

d) ITIL 4 Extension Modules: The ITIL 4 certification offers the skills required to work with the latest technological innovations in IT.   

What is the motive of new version of ITIL 4?

 The motivation behind the new version of ITIL 4 was to address several limitations and enhance the framework to better align with modern practices and business needs. Let’s delve into the reasons for this update.

1) Historical context:

a) The original ITIL framework was published in the late 1980s and underwent several revisions.

b) ITIL Version 2 (2000) reorganised and refined the framework into eight publications.

c) ITIL V3 (2007) emphasised IT roles, processes, and sub-processes across the service lifecycle.

d) Despite its strengths, ITIL V3 faced criticisms, including being too prescriptive and lacking guiding principles.

2) Challenges with ITIL V3:

a) Prescriptive and Inflexible: ITIL V3’s heavy focus on processes compelled organisations to adopt elements that might not suit their unique circumstances.

b) Lack of guiding principles: While ITIL V3 provided processes, it lacked high-level guidance or core principles for decision-making.

c) Limited emphasis on value delivery: ITIL V3 focused on ITIL Service Management processes but overlooked external factors impacting value creation.

3) Key reasons for updating ITIL V3:

a) Process focus: ITIL V3 needed to move beyond process-centric approaches.

b) Value, outcomes, costs, and risks: ITIL 4 emphasises these aspects more effectively.

c) Support for digital transformation: ITIL 4 aligns with Agile, Lean, DevOps, and other modern practices.

d) Business strategy linkages: ITIL 4 reinforces connections between IT and business strategy.

4) ITIL 4 enhancements:

a) Value-oriented focus: ITIL 4 incorporates updated knowledge and concepts, emphasising value, cost, and risk.

b) Flexible foundation: ITIL 4 integrates various frameworks and approaches into service management models.

c) Alignment with modern practices: ITIL 4 is designed to be compatible with Agile, DevOps, and Lean methodologies.

In summary, ITIL 4 aims to enhance IT service delivery, User Experiences, and alignment with business objectives by addressing the evolving needs of modern organisations.

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ITIL 4 vs ITIL v3 - Total overhaul or slight tweak?

 ITIL v4 represents a significant leap forward from its predecessor, introducing new approaches and a forward-facing perspective. One of its standout features is its customer-centric approach, which aligns various IT practices into a cohesive whole. This shift positions ITIL v4 as a transformative framework that adapts well to modern requirements.

Despite these changes, ITIL v4 retains key principles from its previous iteration. The emphasis on best IT practices remains a prominent aspect, underscoring the continuity of foundational principles that made ITIL v3 widely adopted. While ITIL v4 delves deeper into a broader range of subjects, these enhancements essentially refine its core purpose: aligning IT services with business objectives.

Conclusion 

The comparison between ITIL v3 vs ITIL v4 is not a straightforward contest with a clear winner. Instead, both versions offer a unique list of ITIL Advantages and Disadvantages. ITIL V3 remains relevant for historical context and specific use cases, ITIL V4 offers a more holistic, value-driven, and adaptable framework. Organisations should evaluate their unique needs and choose the version that best aligns with their goals.

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