Value

ITIL 4 Poster 4 Dimensions: Creation

Service Offering
Value
Output (Provider)
(remember as V.O.I.P) Service offering example: Goods x Utility (Fit for purpose)
Goods:
Environmental factors Food, beverage (Transfer) x Warranty (Fit for use)
Access to resources: Access to resources Outcome (Consumer)
Seats, movies x Results of using service
PESTLE: Service actions:
(Lease/support)

x political, Check-in, Service actions Cost Risk

x economic, piloting, (support, operate)
baggage handling
x social,
x technological,
x legal, Stakeholders
x environmental Providers & Consumers co-create value
Service consumers
x Customer (requirements)
x User
1. Organization & people 4. Value streams & Practices Service x Sponsor (budget)
Organization x Generic model for service delivery Providers

x Formal organizational structures
x Culture
x Required staffing and competencies
x Roles and responsibilities
People
x Skills & competencies
x Management leadership styles
x Communication & collaboration
x Broad knowledge & deep specialization
x Common objective
x Break down silo’s
x Uses Service Value chain activities and practices Other stakeholders
x Based on LEAN IT x Employees
x Community
x Value streams involved in delivering outputs x Charity organizations
x Who or what performs the service x Shareholders
2. Information & technology 3. Partners & suppliers
x Information & knowledge x Strategic focus, corporate culture, Service Relationship management
x Technologies x Resource scarcity, cost concerns, expertise, demand patterns consists of joint activities performed by
x Supporting service management x Levels of integration, levels of formality a service provider and a service
x Supporting IT services x Contracts and flexibility, form of cooperation consumer to ensure continual value
x Relationship between components x Responsibility for outputs and outcomes co-creation based on agreed and
available service offerings

Service Value System (SVS)

Purpose: Break down the walls (Silo’s) ITIL 4 Elevator Pitch
x “Comprehensive guidance for managing IT services in a digital economy”
x ITIL 4 provides a context for Agile and DevOps teams to work in

Create value in the dimension: Value streams & Practices.

Opportunity By working in the Service Value System (SVS):
x Options & Value x Executing core activities of the Service Value Chain (SVC).
possibilities to add x Outcome of the SVS
value x Enables value for different
x Adhering to adopted principles
Demand stakeholders x Complying with corporate governance )
x Need or desire for x Using the guidance from practices
products & services x Continually improving

In the SVC, value is created by service teams (as in Agile and Devops teams) who execute the
SVS activities: Plan, Engage, Design & Transition, Obtain and Build, Deliver & Suppport

1. Guiding Principles 2. Governance 3. Service Value Chain (SVC) 4. Practices 5. Continual improvement
Main activities of value creation.
Adopt and adapt, universally applicable Refers to COBIT (Used in SVC activities, support the value streams) Using the improvement model
Can be DevOps or Agile team, supports value streams
Focus on value
x Adopt/adapt guiding principles General Management Practices Service Management practices
x Understand/identify consumer x
x Check progress against x Architecture management Availability management
x Map value to outcomes x
objectives x Continual improvement Business analysis
Start where you are x
x Check continual improvement x Information security management Capacity & performance management
x Look objectively at what exists x
x Check if/how value is created x Knowledge management Change control
x Determine what can be replicated x
x Measurement and reporting Incident management
x Recognize what can’t be reused x
x Portfolio management IT asset management
Progress iteratively with feedback x
x Organizational Change management Monitoring & event management
x Work time-boxed and iterative x
x Project management Problem management
x Use feedback loops x
x Relationship management Release management
x Respond early to failure x
x Risk management Service catalog management
x Create tangible results x
x Service financial management Service configuration management
Collaborate and promote visibility x
x Strategy management Service continuity management
x Right people in correct roles x
x Supplier management Service design
x Information sharing, trust, transparency x
x Workforce and talent management Service desk
Think and work holistically Components: x Service level management
x Integrate all parts in the solution x Demand, products & services, Value x Service request management
x Recognize complexity Activities: (Service or DevOps team) Technical management practices Continual improvement is
x x Service validation and testing
x Collaboration is key x Plan (vision, current status & direction) Deployment management x A component of the SVS - CSI model
x Automate and facilitate x Improve (continual improvement) x Infrastructure and platform management x Applied across the organization
Keep it simple and practical x Engage (contact with stakeholders) x Software development and management x A General Management practice
x Outcome based thinking x Design & Transition (meet expectations) x Guidance on what you can do
x KISS, do less, and do it better x Obtain & Build (make components available) x Continual Improvement Register (CIR)
Optimize and automate x Deliver & Support (deliver according to specs) (Bold printed practices are required for the Foundation exam) x “There should at least be a small CSI team”
x Optimize first, then automate Notes: x Carried out in the SVC
x High analyzability, low variability x Practices are plug-ins to activities x Continual Improvement practice used during
x For exam; recognize activity from its outputs Plan, Improve, Engage, etc.
ITIL 4 Poster – Management Practices
Continual Improvement
Purpose:
x Align practices/services to changing business needs
x Ongoing improvement of all elements involved in
efficient/effective management of services.
Key activities:
x encouraging continual organizational improvement
x securing time and budget for continual improvement
x identifying and logging improvement opportunities
x assessing and prioritizing improvement opportunities
x making business cases for improvement action
x planning and implementing improvements
x measuring and evaluating improvement results
x coordinating organizational improvement activities
x Maintaining Continual Improvement Register CIR
x Maturity assessments
x Implement Lean, Agile, DevOps
x Embedding CI into the way people think and work
x Leading organizational efforts and advocate practice
x Active participation in CI is part of everyone’s job
x Contracts should include: measure, report, improve
Incident Management
Purpose:
x Minimize negative impact of incidents by restoring
normal service operation as quickly as possible.
x Incident is an unplanned interruption to a service or
reduction in quality of a service.
x
Incidents:
x Low impact Incidents managed not to consume too
many resources.
x Larger impact Incidents require more resources and
more complex management.
x Target resolution times agreed, documented,
communicated to ensure expectations
x Separate processes for managing major incidents or
information security incidents.
x Use different solution groups depending on
complexity of the issue or the incident type.
Service configuration management
Purpose:
x ensure availability of accurate/reliable information
about service configuration
x include information how CIs are configured and their
relationships
Definitions:
x Configuration item: Any component to be managed in
order to deliver an IT service.
x Configuration management system: A set of tools,
data, and information used to support service
configuration management.
Scope:
x Services, hardware, software,
x
x
networks, buildings, people,
suppliers, and documentation
Information Security Management
Purpose:
x Protect business information
x Manage risks to confidentiality, integrity, availability
of information
x Authentication of identities
x non-repudiation (ensuring someone can’t deny taking
an action).
Security is established by:
x policies, processes, behaviors, risk management,
and controls.
It maintains a balance between:
x Prevention - Ensuring security incidents don’t occur
x Detection - Detecting incidents that can’t be
prevented
x Correction - Recovering from incidents after they are
detected.
IT Asset management
Purpose:
x Plan/manage lifecycle of IT assets
x Maximize value, control costs, manage risks, support
decisions to purchase/re-use/retire assets, meet
regulatory/contractual requirements.
Types of asset management
x IT asset management (ITAM), aimed at managing
lifecycles and total costs of IT equipment and
infrastructure.
x Software asset management (SAM) aimed at
managing acquisition, development, release,
deployment, maintenance, and retirement of software
assets.
IT asset management typical activities:
x Define, populate, maintain asset register and storage
facilities for assets and related media
x Control asset lifecycle with and record all changes
x Provide current/historical data, about IT assets
x Audit assets and drive improvements
Service Desk
Purpose:
x capture demand for incident resolution and service
requests.
x single point of contact (SPOC) between service
provider and users
Other aspects:
x Vital role in delivery of services.
x Single point of contact for users
x Empathetic and informed .
x Understanding business context.
x Influence on user experience
x Escalates to other teams.
x automated technology/bots.
x Provide self service via online portals and
mobile applications
x Automation reduces phone contact.
General Service Management Technical
Relationship management Supplier management Change Control
Purpose: Purpose: Purpose:
x Establish/nurture links with stakeholders at strategic x Ensure suppliers performances managed to support x Maximize successful IT changes by ensuring risks
and tactical levels. seamless provision of services. have been assessed, authorizing changes, and
x Identification, analysis, monitoring and continual x Create collaborative relationships with key suppliers managing change schedule.
improvement of relationships. to realize value and reduce risk. x A change is the addition, modification, or removal of
anything that could have a direct or indirect effect on
Ensures that stakeholders’: Activities include: services.
x needs and drivers are understood, x Creating single point of visibility/control to
x products and services prioritized appropriately ensure consistency: across all products, Scope defined by organization:
x satisfaction is high x IT infrastructure, applications, documentation,
x have constructive relationships services, provided by suppliers processes, supplier relationships; anything that
x complaints and escalations handled through a x Maintaining a supplier strategy, policy, and impacts a product or service. Focused on products/
sympathetic (formal) process contract management information services,
x requirements conflicts are mediated appropriately. x Negotiating and agreeing contracts and x Not in scope is organizational change management,
x priorities for new or changed products and services arrangements. which manages people aspects of changes to ensure
are established and articulated x Managing relationships and contracts with organizational transformation.
x Receive products and services that facilitate value internal and external suppliers
creation x Managing supplier performance Three types of changes:
x Receive value creation in line with the organization’s x Standard – Pre-authorized
strategy and priorities x Normal – Authorization based on change type
x Emergency – Expedited assessment
Monitoring & event management Problem Management Release management
Purpose: Purpose: Purpose
x Observe services/components, record/report x reduce likelihood/impact of incidents by identifying x Make new/changed services/features available for
changes of state causes and managing workarounds and known use.
x Identify/prioritize event categories as: infrastructure, errors
services, business processes, information security Definition: Release
x establish responses to conditions that lead to Definitions: A version of a service or other configuration item, or a
potential faults or incidents. x Problem - A cause, or potential cause, of one or collection of configuration items, that is made available for
more incidents. use.
An event is any change of state that has significance for x Known error - problem that has been analyzed but
the management of a configuration item (CI) or service has not been resolved A release may comprise different infrastructure and
x Workaround - solution that reduces/eliminates impact application components, including documentation, training
Activities: of incident or problem for which full resolution is not , updated processes or tools.
x identifying what should be monitored, yet available. Some workarounds reduce incident
x establishing monitoring strategy, likelihood Releases can range from very small to very large,
x implementing/maintaining monitoring, involving many components. A release plan will specify
x using monitoring tools 3 Phases: the combination of new and changed components , and
x Establishing/maintaining thresholds for events, x Problem identification the timing for their release.
x choosing criteria to define type of event x Problem control:
x Establishing/maintaining policies for event handling x Error control: A release schedule documents the timing for releases.
x implementing processes and automations to This schedule is agreed with customers and stakeholders.
operationalize defined thresholds, criteria, and A release post-implementation review enables learning
policies. and improvement
Service Level Management Service Request Management Deployment management
Purpose: Purpose: Purpose:
x Set business targets for service performance to x to support agreed service quality by handling pre- x Move new/changed hardware, software,
assess/monitor, manage delivery against targets defined, user-initiated service requests effective and documentation, processes, or other component to
x Service level agreement - A documented agreement user-friendly live environments.
between service provider and customer that identifies x Service request - Request from user or user’s x Also involved in deploying components to other
services required and expected level of service representative that initiates a service action which environments for testing or staging.
has been agreed as a normal part of service delivery
Activities: Guidance
x definition, documentation, management of service Scope: x Works with release management, change control,
levels. x request for a service delivery action Availability management.
x provides end-to-end visibility of services. x request for information x Approaches for deployment:
x shared view of services and service levels with x request for provision of a resource or service x Phased deployment
x ensures defined service levels through collection, x request for access to a resource or service x Continuous delivery (DevOps)
analysis, and reporting of metrics x feedback, compliments, and complaints x Big bang deployment:
x performs reviews to ensure services meet needs of x Fulfillment of service requests may include changes x Pull deployment:
x
organization and customers
captures and reports service issues, including
to services or their components; usually standard
changes.
performance against defined service levels.
 ITIL 4 Poster
Value Chain activities, inputs and outputs
Design & Deliver &
Information Demand Plan Improve Engage Obtain/ build Supply
transistion support
detailed requirements for services and products provided by customers Output Input
high-level demand for services and products provided by internal and external customers Output Input
incidents, service requests, and feedback from users Output Input
marketing opportunities from current and potential customers and users Output Input
policies, requirements, and constraints provided by the organization’s governing body Output Input
requests and feedback from customers Output Input
cooperation opportunities and feedback provided by partners and suppliers Input Output
goods and services provided by external and internal suppliers and partners Input Output
knowledge and information about third-party service components from suppliers and partners Input Output
a product and service portfolio Output Input
architectures and policies Output Input Input
contract and agreement requirements Output Output Input Output Output Output
improvement opportunities and stakeholders’ feedback Output Output Input Output Output Output
performance information and improvement opportunities Output Input Output Output Output Output
portfolio decisions Output Input
strategic, tactical, and operational plans Output
improvement initiatives and plans Input Output Input Input Input Input
improvement status reports Input Output Input Input Input Input
service performance information Output Input Output
value chain performance information for the governing body Input Output
value chain performance information, improvement initiatives, and plans Input Output
change or project initiation requests Output Input
consolidated demands and opportunities Input Output
contracts and agreements with external and internal suppliers and partners Output Input Input Input Output
knowledge and information about third-party service components Input Input Output Input Input Input Output
product and service requirements Output Input
service performance reports for customers. Input Output
stakeholders’ feedback Output Input Output
user support tasks Output Input
knowledge and information about new and changed products and services Input Input Input Input / Output Input / Output Input
new and changed products and services Output Input
requirements and specifications Output Input
service components Input Output Input
change requests Input Output
information on the completion of user support tasks Input Output
product and service performance information Input Input Output
services delivered to customers and users Input Output