ITIL Key Concepts

Sam Lascano
Background
What is ITIL?
• Set of best practices for delivering IT services
• Standardizes the selection, planning, delivery, and support of IT
services to maximize efficiency and maintain predictable levels of
service.
• ITIL is for the Entire Service
What is a service?
• A service is a means of enabling value co-creation by facilitating
outcomes that customers want to achieve without the customer
having to manage specific costs and risks.

 Value is the perceived benefits, usefulness, and importance of something.

 An outcome is a result for a stakeholder enabled by one or more outputs.
 Cost is the amount of money spent on a specific activity or resource.
 Risk is a possible event that could cause harm or loss, or make it more
difficult to achieve objectives
Service Management
• Set
of Specialized organizational capabilities for enabling
value to customers in the form of services

Service Management

Costs Risks
Service
outcome
Resources
Value and Value co-creation
Value Perceived benefits, usefulness and importance

Communication in the value chain

Co-Creation
Active collaboration between providers and consumers
Service Provider and Consumer

Service Role performed to Provide Services

Provider

Role performed to Use, and Consume

Consumer
Services provided by the service provider
 Stakeholders in Service Management
Service Consumer Roles

A person who defines requirements for services and takes

Customer responsibility for outcomes from service consumption

User A person who uses the service

Sponsor Who authorizes the budget for service consumption

Supplier responsible for providing services that are used by an organization

Other Stakeholders
• Organization is a person or a group of people that has its own
functions, responsibilities and relationships to achieve its
objectives

Community Shareholders Employee

What is a Service?
• In ITL4, a service is means of enabling value co-creation by facilitating outcomes that the
customer wants to achieve, without that customer having to manage the specific costs and
risks.
• A product is a configuration of resources crated by the organization that will be potentially
valuable for their customers

Value Co-Creation

Service Provision Outcome

 Services Offerings and Relationships
• A service offering is a description of one or more services designed to address the needs of
a target consumer group.
• service relationship is a cooperation between a service provider and a service consumer
that includes service provision, service consumption, and service relationship management.

Goods Outcome Access to Resources Service Actions

Ownership is transferred to the Ownership is not transferred to Performed by the provider to
consumer the consumer address consumer need
Consumer takes responsibility Access is granted/licensed under Performed according to the
for future use agreed terms or conditions agreement with consumer
Cost
• The cost of something is the amount of money that spent on a particular activity or a
particular resource that spent on a particular activity or a particular resource.

Service Provision Outcome

Risks
• Risk
refers to a possible event that could cause harm, loss, or
make it more difficult to achieve your objectives.
• Service Provider minimizes risk for the consumer

Avoid Accept Transfer Mitigate

Utility and Warranty
• Utility
refers to the functionality offered by a particular product and service
to meet a particular need. This really is what the product or service does.
• Warranty is concerned with the service's ability to accomplish what it
needs to do.

Utility Purpose

Warranty Use