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Outline > [2p, 4-5, all text below] • Introduction • Key Concepts of Service Mgmt • The Four Dimensions of Service Management • The ITIL® Service Value System (SVS) • The ITIL® Guiding Principles • The Service Value Chain (SVC) • ITIL® Mgmt Practices: General/Service/Technical

INTRODUCTION > [p6-8] - IT Service Management in the Modern World > 2p - about ITIL4 > 1p

ITIL4

Main [p6-82]

ITIL4 STRUCTURE

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

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

I. THE SERVICE VALUE SYSTEM (SVS) MODEL Core Components - Input: Opportunity/Demand - System: +Service Value Chain +Governance +Practices +Guiding Principles +Continual Improvement] - Output= Value

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