af George Michailidis 1 år siden
1536
Mere som dette
For a holistic serv mgmt approach ITIL4 outlines four 4 Serv. Mgmt dimensions from which to consider each SVS component
5. External Factors (Political,Economic,Social,Technological,Legal,Environmental) - 1p
4. VALUE STREAMS & PROCESSES - 5p
3. PARTNERS & SUPPLIERS - 7p
2. INFORMATION & TECHNOLOGY - 8p
1. ORGS & PEOPLE - 3p
NO SILOS
CONTINUAL IMPROVEMENT
ITIL provides improv model to maintain resilience and agility in a changingf environment
all SVS comps supported by cont improv
• A constant activity undertaken to ensure that an organisation's outputs stay relevant and current
GOVERNANCE
gov activities to enable orgs align ops with strat direction
The means by which an organisation is managed and oriented
ITIL MGMT PRACTICES [60-82]
TECHNICAL MGMT PRACTICES [82]
Others: 2-Infrastructure & Platform Mgmt, 3-SW Dev. & Mgmt
1-Deployment Mgmt
SERVICE MGMT PRACTICES [68-81]
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.
16-*Service Request Mgmt
15-*Service Level Mgmt
14-*Service Desk
11-Service Config Mgmt
9-Release Mgmt
8-*Problem Mgmt
7-Monitoring & Event Mgmt
6-IT Asset Mgmt
5-*Incident Mgmt
4-*Change Control
GENERAL MGMT PRACTICES [60-68]
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.
13-Supplier Mgmt
3-Information Security Mgmt
2-*Continual Improvement
SVC flexibility is enhanced by ITIL Practices. Everyone supports multip[le Value Chain activities providing a toolkit for ITSM pros.
• Resources used to complete work tasks
THE SERVICE VALUE CHAIN (SVC) [9p, 55-59)
SVC > Input=Demand , System = [PLAN,IMPROVE] > Engage > [Obtain/Build,Design&Transition,Deliver & Support] > Products&Services , Output=Value
• A set of six interconnected activities that an organisation undertakes in order to create value
GUIDING PRINCIPLES [31p, 40-55]
- Interaction Between Pronciples [1p]
7. OPTIMIZE AND AUTOMATE [4p]
6. KEEP IT SIMPLE AND PRACTICAL [3p]
5. THINK AND WORK HOLISTICALLY [4p]
4. COLLABORATE AND PROMOTE VISIBILITY [6p]
3. PROGRESS ITERATIVELY WITH FEEDBACK [3p]
2. START WHERE YOU ARE [4p]
1. FOCUS ON VALUE [4p]
NOTES
Create the foundation of the orgs culture and behaviour
Ensure shared understanding adn common approach to Service mgmt across org
Aid org's decissions and actions
Recommendations that can guide an organisation regardless of variables like its vision, goals, or hierarchy