Some of the main concepts and principles ITIL manages. These principles include focusing on value, assessing your current capabilities, breaking down. ITIL 4 represents a fundamental reorganization of the ITIL framework with an increased focus on the concepts of value, cost, and risk. Question Type: Multiple Choice ; Total Questions: 40 ; Total. The term MOSCOW itself is an. Question Type: Multiple Choice ; Total Questions: 40 ; Total. —Common proverb Nonfunctional Requirements As opposed to functional requirements, which specify how a system responds to specific inputs, nonfunctional requirements are used to specify various system qualities and attributes, such as: Performance: How fast a system should respond to requests. Read on to explore what ITIL certification is, its benefits. See moreITIL 4 and Agile principles compared Individuals and interactions over processes and tools Working software over comprehensive documentation Customer. The goal is to improve efficiency and achieve predictable service levels. Focus on value. Through her books, articles, speaking, consulting, and teaching, her purpose is to spark change in the world with thought-provoking dialog and interaction on topics of authentic leadership, business strategy, knowledge management, organizational culture, and innovation. The goal of any organization is the delivery of value for its stakeholders. The current edition of ITIL, the ITIL 4, is based on earlier iterations and has changed most of the older principles. The Service Value System is the ‘big-picture’ architecture of ITIL 4, designed to help service organizations take a more holistic, joined-up approach to service management. ITIL offers a clear, consistent, and repeatable workflow NOCs can follow to achieve that objective—the “plays” in the playbook. Business relationship management. 4 million. Clearly relates components to both governance and. An incident, by definition, is an occurrence. Service portfolio management. For IT professionals, an ITIL Certification can help demonstrate in-depth knowledge of the IT Service Management Lifecycle. They focus on efficiency throughout the project, the value of the output, and collaboration. One of the main goals of ITIL is to ensure that IT services align with. ITIL Problem Management. Collaborate and promote visibility. ITIL V4's CSI model is now referred to as CI model in place of V3's. DevOps means eliminating IT operations, or NoOps. The main goal of this stage is to build, test, and develop the new or modified services of IT. how the ITIL guiding principles can help an organization adopt and adapt service management 2. Improve. ITIL Tutorial. And the fact that ITIL covers every major area of interest is usually a boon for information technology executives. Let’s dive into seven incident management best practices. IT financial management. In this context, a change is an. 7 time management skills. DevOps is the practice of bridging the gap between development and operations. This is taken from the previous version of ITIL and the ITIL 2011 Glossary: “The implementation and management of quality IT services that meet the needs of the business. Would any of the ITIL Principles do the same? Answer: When it came time to develop a critical trading application with a firm launch date,. In the first video, we discuss how. It’s tempting to hit send on an email full of important information and think ‘Done. This guide provides practical guidance, split into seven main sections, for the service level management practice. This means truly understanding the value of applying ITIL 4’s guiding principles, particularly, focusing on value and keeping it simple and practical. If one of the legs is weak, the stool will fall. 11. ITIL recognizes the importance of integrating ITSM with other business areas by focusing on seven guiding principles, as described by IFS Assyst : Focus on value. Organization sustenance and success depends upon the way it responds to different scenarios. Incident Management is the process of managing the lifecycle of incidents that are reported. ITIL guiding principles. It still complements the Information Technology Infrastructure Library (ITIL) without replacing it. Service Portfolio Manager. COBIT 2019 includes six governing principles, unlike COBIT 5, which had five. Core components of the ITIL SVS include continual improvement, governance, guiding principles, ITIL practices and service value chain. The key differences are: ITIL certifications are available for individuals only, whereas ISO 20000 is a certification scheme for organizations. Recognizing the need to quickly get employees productive at. The average time is called the mean time to resolve (MTTR). The Problem Management process described here follows the specifications of ITIL V3, where Problem Management is a process in the service lifecycle stage of Service Operation. Enhance your skills in designing, delivering, and supporting digital products and services. Emphasizing quality within your company encourages professionals to create work that exceeds expectations. • ARCH 201 - Architectural Design I. From submission and routing, to service request approvals, monitoring, and. These modules allow individuals to learn about ITIL concepts, develop. It offers a fresh, agile, and directly applicable approach. In the ITIL® framework for service management, for instance, incident management is a. ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. It’s an important primary activity. 1. For further information, see. This article will discuss what ITIL’s guiding principles look like as behaviors, complete with. Practice improvement. ITIL has several key principles that are realized through five core components. Four Service Tiers are identified for services and their related systems based on their criticality: · Tier 3: Business Operational Non. Most practitioners use a scale of 1 to 5, whereby 1 is a critical or major incident, and 5 is a minor request or a "nice to have. These processes work together to ensure IT service best practices that lead to continual improvement. Everything the organization does should create value for stakeholders. There are in total 34 ITIL® practices: 14 general management practices – adopted and adapted for service management from business managementMoSCoW prioritization, also known as the MoSCoW method or MoSCoW analysis, is a popular prioritization technique for managing requirements. Topic 6 – Activities of the Service Value Chain h. What are the ITIL 4 guiding principles? For more information on the benefits of the latest version of ITIL, see “ ITIL 4: ITSM gets agile . • ARCH 301 - Architectural Design III. It’s most widely used by organizations—from small businesses and non-profits to large enterprises—but a SWOT analysis can be used for personal purposes as well. So, by embracing principles like, “Focus on Value,” “Collaborate and Promote Visibility,” and “Think and Among these is a detailed set of practices known as the Information Technology Infrastructure Library. . Admin support for Microsoft Managed Desktop. The ITIL framework works on the establishment of service principles, processes, and performance measures. List of ITIL Roles and Responsibilities 1. Description. Service continuity management. This specifies that each stage of the service lifecycle must stay focused on the business case, with defined business goals, requirements and service management principles. List of delivery model strategies are: Insource: when service uses internal resources for all service phases. ITIL - Overview. The ITIL 4 Foundation course. In conclusion, these 7 principles of ITIL, if implemented from the beginning of a project, can. ITIL 4 can help you to: understand how IT impacts strategy and how professionals can utilize the four dimensions of service management in a wider business context; use the. Quality Glossary Definition: ISO 9000 series standards. 4) Collaborate and promote visibility. At its heart sit the nine ITIL guiding principles. System Operations on AWS. Practice. Service catalogue management. ITIL® Practice – a set of organizational resources designed for performing work or accomplishing an objective enabled with resources from 4 dimensions of service management. principles, and processes of ITIL® 4, enabling them to align IT services with business objectives and deliver value to their organizations. Practices are important components of an organization’s SVS. Professional Summary. Identify early and often. Suppose that a firm needs to transport six tons of material to its customer and is considering its options. But, it’s not one process. Troubleshooting. Structure of the TOGAF Architecture Development Method (ADM). Yaretzi Townsend. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. In organizations that manage IT operations using the IT service management paradigm, specifically the ITIL framework, release management will be guided by ITIL concepts and principles. There were two key books with details on ten IT processes and a “function” – that of the Service Desk. 3)Subject. Prerequisites: ITIL Expert certificate, 5 years of experience in leadership or management position. Continual Improvement of Service: It tried to improve the IT infrastructure and service quality by placing necessary. Get Demo. Create an opportunity to show value in these changes for the other areas of business. Its core principles are open communication, collaboration, and shared goals. The core of the ITIL v3 framework revolves around the ITIL Service Lifecycle and a set of supporting processes and best practices for each stage. The ITIL® 4 Foundation Certification Training Course introduces the core concepts and principles of ITIL® 4, equipping them with a foundational understanding of the IT Service Management framework and its modern, agile, and end-to-end service lifecycle management practices. · Information and Technology. To pass this certification, one should know the ITIL 4 principles, the four dimensions of service management, the key concepts of Lean, Agile, DevOps, and the best practices of ITIL 4. Other useful resources for managing ITIL processes. With a hybrid model, departments and projects that operate by structured processes can continue to be guided by the principles of ITIL v3. Each of the five stages is focused on a specific phase of the service. Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Service Transition is the third stage in the lifecycle of ITIL Management Framework. Deliver & Support. In ITIL V3 processes, you will find a description of the flow of activities, along with metrics and suggestions for roles. 2. The process for release management in ITIL 4 is to schedule and maintain the integrity of new deployments, all the way from planning to release. Think of IT change management as a three-legged stool. This class is focused on exam preparation. 1 – 4. ITSM is the ‘what’ while ITIL is the ‘how’. These service value chain activities in the ITIL 4 service value system represent the steps an organization takes in the creation of value. Its research is produced independently by its research organization without input or influence from any third party. 36 min read. Rather than defining that all IT service requests will be fulfilled in five hours, for example, create separate SLAs for each IT service you want to. 4 Management Practices. MyAxelos is aligned to our core best practices (ITIL®, PRINCE2®, and MSP®) to give you the tools, resources, and know-how you need to succeed in your role. ITIL® is a registered trade mark of AXELOS Limited Term Definition capacity planning The activity of creating a plan that manages resources to meet demand for services. What is the ITIL process? 1. Step 2: Incident logging. Think and work holistically. The matrix will also list the technical staff level (Level 1, 2, or 3) required for each task. Explain how Availability, Agreed Service Time, and Downtime are related. In terms of specific ITIL modules, ITIL 4 Leader: Digital and IT Strategy has empowered me to speak to executives at board level. ITIL 4 Service Catalogs, as a manifestation of these principles, enable organizations to stay aligned with customer needs, business objectives, and technological advancements. Collaborate and promote visibility. ITIL 4 Managing Professional. provides the communication channels for the above and all other service-related communications (service desk). Top 15 certifications for enterprise architects. ITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments. ”. However, when translated into tangible behavior, they can help frame the right mindset when implementing ITIL concepts. Through the medium of this article, I will give you a brief introduction to various ITIL® Processes and the concepts pillaring them. The Ascent covers how the ITIL processes can help your organization. ITIL Service Design. It has gone through several iterations since then and is now more. The ITIL v4 framework is composed of 34 processes organized into three management phases. docx. The ITIL framework enables IT to be a business. ITSM is how IT teams manage the end-to-end delivery. In a study by Market Watch, the global ITSM market size was tallied at $2281. Question Type: Multiple Choice ; Total Questions: 40 ; Total. It was designed to allow organizations to establish a baseline. 1. The devil is in the details. The design, transition and operation phases serve as a cycle, with teams rotating through each. Discover the Extension Modules. For the services provided, it suggests establishing delivery terms and conditions. Most ITSM tools have a priority matrix embedded in their process workflows, so assigning a priority is included in the incident or request logging process. 3. The seven guiding principles are; Focus on value. It is a set of recommendations by ITIL 4 that guide an organization throughout its service management lifecycle, irrespective of changes that occur in the goals, strategies, or in structure of the organization. The seven ITIL guiding principles are: Focus on value. Products. ; ITIL service design. The ST module focuses on the process and practice elements and management techniques required to build, test and implement products and services. The MoSCoW method is a prioritization technique used in management, business analysis, project management, and software development to reach a common understanding with stakeholders on the importance they place on the delivery of each requirement; it is also known as MoSCoW prioritization or MoSCoW analysis. Review this list of example change interview questions and answers: 1. 1 Describe the nature, use and interaction of the guiding principles 4. Here are the four ITIL® dimensions of service management - Organizations and people Information and technology, Partners and suppliers, and Value Streams & Processes. Here in the ITIL Wiki you can find a complete list of ITIL roles with their definitions, including RACI matrices (responsibility matrices. Q21. ITIL 4 guides the service management professional in principled ways of working which both colleague and customers will find easy to understand and relate to. Incidents can be tricky to spot, but the quicker you diagnose them, the easier the outcome will be to handle. Pre-Sales/ Post-Sales Support: Support in POCs and After-Sales Support. When expanded it provides a list of search options that will switch the search inputs to match the current selection. To achieve the ITIL Master certification, the candidate must be able to explain and justify how they have personally selected and applied a range of knowledge,. This practice helps organisations improve the way that they use data. 42 min read. It may use the ASP model, defined below. Critical incident management defines the alignment of company operations, services and functions to manage high-priority assets and situations. Service Transition. ITIL® 4 Foundation Test Preparation is designed to introduce learners to the key concepts, terminology, and best practices for creating, and improving the quality of IT services across the IT organization. Service strategy. The 4P's of service design are a crucial part of the ITIL Service Design module. Not only will these help the analysis quality, these will also help the analyst gain trust and buy-in from stakeholders, clients, or patients. Here are 20 examples of guiding principles to help you establish fundamental values for your company: 1. Written by Coursera • Updated on Jun 15, 2023. by Sarah K. Parent topic: Product overview. ” The service integrator role that SIAM supplies fill this void. Here are 20 examples of guiding principles to help you establish fundamental values for your company: 1. Partners. The Service Value System is the new architecture of ITIL 4. With a grounding in ITIL's core principles, certified professionals can help organizations improve service delivery, increase customer satisfaction, reduce costs, and enhance collaboration. Think and work holistically. ITIL's best practices enable a better consumer service experience and, as a result, higher retention of customers. Collaborate. ITIL is a library of best practices for managing IT services and improving IT support and service levels. The seven ITIL 4 guiding principles are: Focus on value. So, what is a change? It’s simply moving from one state to the next. 1. Value streams and processes. ITIL 4, the recent update to ITIL standards, represents a paradigm shift for IT teams. Reviewing your schedule each day and labeling your to-do list with whether tasks are urgent. 3 technical management practices. Service strategy. Use the built-in dashboard to manage your learners and send invitation reminders — or use single sign-on (SSO) to automatically add and manage learners from any IDP that supports the SAML 2. What are the principles of COBIT? COBIT is based on five key principles for IT enterprise governance: Principle 1: Meeting Stakeholder Needs; Principle 2: Covering the Enterprise End-to-End. Between 1986 and 1996 this collection grew to over 30 volumes. External service provider: ESP provides IT services to external customers. Strategies set priorities for business activities and investment. Start where you are. ITIL recognizes the importance of integrating ITSM with other business areas by focusing on seven guiding principles, as described by IFS Assyst : Focus on value. " The primary goal of Problem Management is to prevent incidents from occurring, and if incidents do occur, prevent them from occurring again. Start where you are. The table below outlines the steps of continual improvement model & each of the guiding principles is particularly relevant to. The phrase service strategy refers to the phase of the ITIL process that syncs business goals with the IT service lifecycle. One is to pile all six tons on one truck and make a single trip. ITSM refers to the process of managing IT services within an organization. Knowledge management. These are: Service Strategy. It is an overlapping phase between the Service Transition and Service Operation phases of the service lifecycle. It’s a map of the main elements/capabilities you need to have in place to run a highly efficient, effective, and agile service management organization. Air Force CDAIO Eileen Vidrine on leading top-flight AI operations. COBIT has five fundamental principles: Meeting stakeholder needs. According to Andrew, this was important to help address one of the long-standing issues for universities. Optimize and automateITIL is a global framework of best practices for IT service management focused on reducing risk, improving customer relations, and supporting IT environments. 4) b) Start where you are (4. The ITIL 4 framework features some new and improved components, including the ITIL service value system (SVS) and the four dimensions model. Organizations should consider all of the. And there are many ways to achieve this: new products or services may increase profits, automating workflows may reduce costs, and switching to more reliable suppliers may reduce risk. Service strategy. Who uses ITIL? ITIL is used by many organisations across the world, both large and small, and public and private. There are no fixed training materials and/or examination; an ITIL Master-level candidate must be able to demonstrate implementation of ITIL principles in real-life situations. During 2000 and 2001 these volumes were consolidated into 9 sets which grouped. Key principles and points of differentiation are summarized below. 3 © 2021 ServiceNow, Inc. 4. Enabling a holistic approach. It is a single platform for monitoring, tracking, and. As a Microsoft Azure Administrator, you will be responsible for the design, deployment, and management of Azure services and resources, ensuring the organization's cloud infrastructure is secure, efficient, and aligned with business objectives. The best practice community that's all about you. Using ITIL principles, your IT infrastructure will be able to cope far better with unexpected business growth and system disruption, particularly as the helpdesk will have a vital role in the process. The Responsible RACI role indicates someone who is in charge of completing that activity. Learn how to use ITIL 4 for IT governance and deliver value to customers and stakeholders through IT services. The ITIL Guiding Principles emphasize focusing. Focus on Value 2. In fact, you may notice similarities between the ITIL 4 Guiding Principles and The Agile Manifesto. ITIL contains procedures, tasks, processes, and checklists that are not necessarily specific to any specific company or technology, but are still widely applicable to organizational. Service delivery: A set of principles, policies, and constraints used for designing, building, and deploying of services. Separating governance from management. The individual practice documents are very comprehensive, some. The purpose of the ITIL processes is to bring to bear a number of key principles, and in many cases a number of ITIL processes work together to achieve a common goal. ITIL 4 Service Transition. It allows you to follow a structured approach. • Enterprise Service Management. ITIL 4 Managing Professional. Its research is produced independently by its research organization without input or influence from any third party. Below lists some of the goals of this ITIL Operations Management function: Increasing Stability: It tries to reduce the requirement of infrastructure changes, which helps to maintain the status quo and minimize service disruption. Get it now. Commit to saving a specific amount each month -- 10% to 20% of your income is a good place to start. 1. Partner and suppliers. Download the free PDF now. ITIL 4: The Guiding Principles. Everything that the organisation does needs to deliver, directly or indirectly, value for the stakeholders. Also, in this version, the number of processes supporting management objectives and governance has increased from 37 to 40. The ITIL 4 Guiding Principles promote collaboration, simplicity, and feedback. ITIL 4 focuses more on the concepts of costs, outcomes, risks, and value. When problem management is a heavy, siloed, and separate process, companies can end up. Security Alert: A warning raised by ITIL Information Security Management Process about future or current outbreak of security. Benefits of ITIL certification include: Best-practice implementation of ITIL Framework principles across the organizationEnabling the necessary culture change means you will be using the ITIL 4 guidance in a more agile way – something which reflects the changing trends and technologies faced by the majority of organizations today. ITIL emerged in the 1980s as an ad-hoc collection of IT best practices and checklists. 1. [1] [2] The CM process is widely used by military engineering organizations to manage changes. (July 2023) ( template removal help) The Information Technology Infrastructure Library ( ITIL) is a set of practices and a framework for IT activities such as IT service. ITIL 4 offers a more holistic and flexible frame of reference, while embracing modern ways of working like agile and DevOps. 3 GUIDING PRINCIPLES. In a way, ITSM encompasses ITAM. e. This document provides practical guidance for the service level management practice. Some of the examples are printer support, machine maintenance, vendor software support, depot support, and. ITIL Practitioner: Covers the Continual Service Improvement approach and organizational change. The 7 guiding principles of. 3 GUIDING PRINCIPLES. The CSI module focuses on the principles and techniques from the CSI stage of the ITIL Lifecycle, but does not go into detail about specific processes. ITIL recognizes the importance of integrating ITSM with other business areas by focusing on seven guiding principles, as described by IFS Assyst : Focus on value. This ensures that ITIL principles are implemented across the organization, leading to the improvement of digital service delivery. They can be used to guide decision making, to prioritize and select improvement opportunities, and to help an organization adopt the ideas from ITIL and adapt them to their specific circumstances. Categories. Select the service management dimension which is focused on an organization's relationships with other organizations to deliver its services. COBIT and ITIL are both regarded as important analytical tools for governing IT services. They form the perfect ITIL Service Management plan. They serve as a centralized system for managing the entire IT environment. ITIL vs Agile both are very popular. Enroll in the KnowledgeHut’s Information Technology Infrastructure Library certification to strengthen your knowledge and advance your career in Vendor management and IT. The list contains instructions for preventive measures and for the handling of security breaches once they occur. This class is focused on exam preparation. In essence, the new version encourages a more holistic view of IT. ITIL recognizes the importance of integrating ITSM with other business areas by focusing on seven guiding principles, as described by IFS Assyst : Focus on value. They are : Keep it simple and practical. These processes have been divided into five service lifecycle stages. ITIL Service Operation’s objective overlaps neatly with the NOC’s: Ensuring services are delivered within the agreed-upon service levels. When introducing new services, project management enables teams to build on ITIL principles by outlining several essential processes. The contents, previously known as ITIL processes, are now explained in the form of 34 "Practices" based on many practical examples. The acronym MoSCoW represents four categories of initiatives: must-have, should-have, could-have, and won’t-have, or will not have right now. Changes the term “enablers” to “components. Since its 1989 inception by the UK Central Computer and Telecommunications Agency, the ITIL framework has undergone several revisions. The ITIL V3 framework describes five stages in the ITIL service lifecycle: ITIL service strategy. Video. In organizations that manage their IT operations using ITSM, and specifically ITIL, release management is guided by ITIL principles. ITIL 4 Extension Modules is a stream of two modules that extend the ITIL 4 framework, helping you gain the skills you need for the challenges of the future. Any organization can review the guiding principles and decide which will work in their organization and how they will be adopted. 28 December 2018. Definition of Lifecycle Management for ITIL services, Functions, Processes and Roles. 2. ITIL, 6%Managed multiple projects between external business units and IT providing integrated solutions and consolidated services using ITIL principles and IT objectives. The move from processes to practices. Collaborate and promote visibility. Jobs. ITIL (Information Technology Infrastructure Library) ITIL is the most widely adopted framework for implementing and documenting ITSM. Let's generalize for a minute: companies love things that increase profits, reduce costs, or reduce risk. Optimize and automate Through the medium of this article, I will give you a brief introduction to various ITIL® Processes and the concepts pillaring them. ITIL principles can help organizations to meet the requirements and can help an organization achieve certification when audited by a registered certification body. The core principles of the previous edition are still valid today. When developing the principles of the knowledge management practice culture and building the knowledge management capabilities, an organization should consider all four dimensions of service management as well as external factors. A simple illustration shows how muda, mura, and muri often are related so that eliminating one also eliminates the others. It was published in February 2019 as the official successor to ITIL v3 and serves primarily as an extension or update to version 3. ®. The Service Design processes are as follows –. Emphasizing quality. • ARCH 202 - Architectural Design II. Start where you are. The CMDB might be part of a larger. The six value chain activities of the ITIL 4 Service Value Chain consist of planning, improvement, engagement, design, transition, obtaining, delivering, and supporting. 2 – 4. Here's a list of five types of ITIL certifications:. ITIL includes 26 ITIL processes. The ITIL full form is Information Technology Infrastructure Library. The main objective of the Engage value chain activity is to ensure a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with them. ITIL® is a registered trade mark of AXELOS Limited Term Definition capacity planning The activity of creating a plan that manages resources to meet demand for services. Value streams and processes. Supplier management. In terms of specific ITIL modules, ITIL 4 Leader: Digital and IT Strategy has empowered me to speak to executives at board level. What would you do if your manager requested you change your way of working for a project? Being a part of a project means having to adapt to how the project is developing. Using the ITIL V4 model for continuous improvement, a structured approach can be utilized to identify and implement various improvements that can be applied to all levels of the organization. There are 6 governance system principles in COBIT 2019, compared to 5 in COBIT 5. 2: ITIL Processes - The ITIL Service Lifecycle (. Every IT practitioner should clearly understand the difference between ITSM and ITIL. Think and work holistically. IT Governance Framework in ITSM. View this course. User experience-related incidents are likely to be detected by a user, who will file a complaint. The Service Transition processes described here follow the specifications of ITIL V3, where Service Transition is the third stage in the Service Lifecycle. Keep It Simple. The 7 Guiding Principles of ITIL 4. Co-source: it's a combination of insource and outsource. ITIL is one of several best-practices frameworks for ITSM, providing the necessary tools and techniques to deliver IT services effectively. Invensis Learning imparts ITIL, PMP, CAPM, PRINCE2, Six Sigma, COBIT 5, DevOps, Cloud Computing, Agile, & Change Management Training courses for individuals and enterprises globally. com predicting a typical annual income of close to $95,000. MyAxelos is aligned to our core best practices (ITIL®, PRINCE2®, and MSP®) to give you the tools, resources, and know-how you need to succeed in your role. The ITIL Master certification validates the candidate’s ability to apply the principles, methods, and techniques from ITIL in the workplace. This ITIL process framework is relatively similar to that of ISO 20000 of ITIL Version 2 but includes Service Portfolio Management from later ITIL versions. The 7 ITIL guiding principles are universal and enduring. Pricing. What is Enterprise Service Management (ESM)? Enterprise Service Management – often referred to as ESM, is the extension of IT Service Management (ITSM) principles to enable better service delivery for business teams like Human Resources (HR), legal, facilities, marketing, and finance. ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made. The ITIL 4 Extension Modules have been created to extend the main ITIL 4 framework and provide organisations and professionals with the guidance to address and harness the challenges and opportunities presented by emerging technologies and themes that impact their operations. The four dimensions of service management.