ITIL4 STRUCTURE
I. THE SERVICE VALUE SYSTEM (SVS) MODEL
Core Components
- Input: Opportunity/Demand
- System:
+Service Value Chain
+Governance
+Practices
+Guiding Principles
+Continual Improvement]
- Output= Value
GUIDING PRINCIPLES [31p, 40-55]
NOTES
Recommendations that can guide an organisation regardless of variables like its vision, goals, or hierarchy
Aid org's decissions and actions
Ensure shared understanding adn common approach to Service mgmt across org
Create the foundation of the orgs culture and behaviour
1. FOCUS ON VALUE [4p]
2. START WHERE YOU ARE [4p]
3. PROGRESS ITERATIVELY WITH FEEDBACK [3p]
4. COLLABORATE AND PROMOTE VISIBILITY [6p]
5. THINK AND WORK HOLISTICALLY [4p]
6. KEEP IT SIMPLE AND PRACTICAL [3p]
7. OPTIMIZE AND AUTOMATE [4p]
- Interaction Between Pronciples [1p]
THE SERVICE VALUE CHAIN (SVC) [9p, 55-59)
• A set of six interconnected activities that an organisation undertakes in order to create value
SVC > Input=Demand , System = [PLAN,IMPROVE] > Engage > [Obtain/Build,Design&Transition,Deliver & Support] > Products&Services , Output=Value
ITIL MGMT PRACTICES [60-82]
• Resources used to complete work tasks
SVC flexibility is enhanced by ITIL Practices.
Everyone supports multip[le Value Chain activities providing a toolkit for ITSM pros.
GENERAL MGMT PRACTICES [60-68]
2-*Continual Improvement
3-Information Security Mgmt
13-Supplier Mgmt
Others:
1-Architecture Mgmt,
4-Knowledge Mgmt,
5-Measurement and Reporting,
6-Organizational Change Mgmt,
7-Portfolio Mgmt,
8-Project Mgmt,
9-Relationship Mgmt,
10-Risk Mgmt,
11-Service Fin. Mgmt,
12-Strategy Mgmt,
14-Workforce & Talent Mgmt.
SERVICE MGMT PRACTICES [68-81]
4-*Change Control
5-*Incident Mgmt
6-IT Asset Mgmt
7-Monitoring & Event Mgmt
8-*Problem Mgmt
9-Release Mgmt
11-Service Config Mgmt
14-*Service Desk
15-*Service Level Mgmt
16-*Service Request Mgmt
Others:
1-Availability Mgmt,
2-Business Analysis,
3-Capacity & Performance Mgmt,
10-Service Catalogue Mgmt,
12-Service Continuity Mgmt,
13-Service Design,
17-Service Validation & Testing.
TECHNICAL MGMT PRACTICES [82]
1-Deployment Mgmt
Others: 2-Infrastructure & Platform Mgmt, 3-SW Dev. & Mgmt
GOVERNANCE
The means by which an organisation is managed and oriented
gov activities to enable orgs align ops with strat direction
CONTINUAL IMPROVEMENT
• A constant activity undertaken to ensure that an organisation's outputs stay relevant and current
all SVS comps supported by cont improv
ITIL provides improv model to maintain resilience and agility in a changingf environment
NO SILOS
THE 4 DIMENSIONS OF SVC MGMT
(For a holistic svc mgmt approach ITIL4 outlines 4 dimensions from which to consider each component of the value system) (25p, 22-36)
For a holistic serv mgmt approach ITIL4 outlines four 4 Serv. Mgmt dimensions from which to consider each SVS component
1. ORGS & PEOPLE - 3p
2. INFORMATION & TECHNOLOGY - 8p
3. PARTNERS & SUPPLIERS - 7p
4. VALUE STREAMS & PROCESSES - 5p
5. External Factors (Political,Economic,Social,Technological,Legal,Environmental) - 1p