ITIL 4

Service Management

Set of specialized organizational capabilities for enabling value for customers in the form of services

Service

A means of enabling value co-creation by facilitating outcomes customers want without managing specific costs and risks

Value

Perceived benefits usefulness and importance subject to stakeholder perception

Value Co-Creation

Value created through collaboration between providers consumers and other stakeholders

Stakeholder

A person or organization with an interest or involvement in an organization product or service

Output

A tangible or intangible deliverable of an activity

Outcome

A result for a stakeholder enabled by one or more outputs

Cost

Amount of money spent on a specific activity or resource

Risk

Possible event that could cause harm loss or difficulty achieving objectives

Utility

Functionality offered to meet a particular need fit for purpose

Warranty

Assurance a service will meet agreed requirements fit for use

Product

Configuration of organizational resources designed to offer value to a consumer

Service Offering

Formal description of services designed for a target consumer group

Goods

Ownership transferred to the consumer who assumes responsibility for use

Access to Resources

Access granted without ownership transfer under agreed terms

Service Actions

Actions performed by the provider to address a consumer need

Service Relationship

Cooperation between a service provider and a service consumer

Service Provision

Activities performed to provide services

Service Consumption

Activities performed to consume services

Service Relationship Management

Joint activities ensuring continual value co-creation

Customer

Role that defines service requirements and is accountable for outcomes

User

Role that uses the service

Sponsor

Role that authorizes budget for service consumption

Organizations and People

Structure culture capabilities and competencies

Information and Technology

Information knowledge and technology needed for service management

Partners and Suppliers

Relationships with external organizations involved in service delivery

Value Streams and Processes

Activities workflows and procedures to achieve objectives

Focus on Value

Everything links directly or indirectly to stakeholder value

Start Where You Are

Use existing processes tools and data

Progress Iteratively with Feedback

Work in small steps and learn continuously

Collaborate and Promote Visibility

Collaboration across boundaries improves results

Think and Work Holistically

Consider the whole system not isolated parts

Keep It Simple and Practical

Remove unnecessary steps and complexity

Optimize and Automate

Optimize first then automate where it supports value

Service Value System SVS

How all components work together to facilitate value creation

SVS Components

Guiding principles governance service value chain practices continual improvement

Service Value Chain

Core operating model for responding to demand and enabling value

Plan

Establish vision current state and improvement direction

Improve

Continual improvement across all activities and dimensions

Engage

Understand stakeholder needs and maintain relationships

Design and Transition

Ensure services meet quality cost and time expectations

Obtain Build

Ensure components are available and meet specifications

Deliver and Support

Deliver services and support users according to agreements

Output vs Outcome

Output is a deliverable outcome is a stakeholder result

Utility vs Warranty

Utility is fit for purpose warranty is fit for use

Incident

Unplanned interruption or reduction in service quality

Service Request

User initiated request for a standard service

Problem

Underlying cause or potential cause of incidents

Change

Addition modification or removal of anything

Release

Version made available for use

Deployment

Movement of components into an environment

CI Model Step 1

What is the vision

CI Model Step 2

Where are we now

CI Model Step 3

Where do we want to be

CI Model Step 4

How do we get there

CI Model Step 5

Take action

CI Model Step 6

Did we get there

CI Model Step 7

How do we keep the momentum going