ITIL Service Management
What is service management defined as?
1. A set of specialized organizational capabilities for enabling value for customers in the form of services. 2. Service Management is the implementation and management of quality to meet the needs of the customer 3. Service Management is taking a set of capabilities and adapting them to suit the needs and requirements for a customer.
What are key activities of Continual Improvement?
1. Encourage continual improvement across the organization. 2. Secure time and budget for continual improvement. 3. Identify and log improvement opportunities. 4. Assess and prioritize improvement opportunities. 5. Make business cases for improvement action. 6. Plan and implement improvements. 7. Measure and evaluate improvement results. 8. Coordinate improvement activities across the organization.
What are the 7 specific guiding principles of ITIL?
1. Focus on value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7. Optimize and automate
What are the benefits of ITIL?
1. ITIL contains industry - proven best practices 2. ITIL is updated to reflect new emergent practices - ITIL reflects business needs that require organizations to balance agility and stability - Create new revenue streams and sources of competitive advantage - support new digital business models
What are continual Improvement methods and techniques?
1. Improvements can be executed using the Continual Improvement model. 2. Identify a team to focus on leading continual improvement activities—but continual improvement is everyone's responsibility. 3. Engage customers, suppliers, partners, and other stakeholders as appropriate. 4. Accurate data is critical to driving effective improvements. 5. From the available methods and techniques, choose the most appropriate ones for your organization. 6. Methods and techniques include: 7. LEAN methods focus on waste reduction 8. Agile methods focus on iterative improvement 9. DevOps methods focus on working holistically and successful implementation 10. Balanced Scorecard 11. SWOT (Strengths, Weaknesses, Opportunities, Threats) Analysis
What is the purpose of incident management in a service management system?
1. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible. 2. Incidents can have an enormous impact on: a. Customer and user satisfaction. b. Perception of the service provider. 3. Every incident should be logged and managed. 4. Ensure that it is resolved in a time that meets the expectations of the customer and user. 5. Target resolution times are agreed, documented, and communicated. Incidents are prioritized, based on agreed classification, to ensure that incidents with the highest business impact are resolved first.
What are the practice classifications for ITIL?
3 Classifications: 1. General Mgmt = 14 2. Service Mgmt = 17 3. Technical Mgmt = 3 Consisting of 34 Practices
What are the 4 primary ITIL governance activities?
4 Primary Governance Activities: · The service value chain and the practices work in line with the direction given by the governing body. · The governing body of the organization, either directly or through delegation of authority, maintains oversight of the SVS. · Both the governing body and management at all levels maintain alignment through a clear set of shared principles and objectives. · The governance and management at all levels are continually improved to meet expectations of the stakeholders.
What are the 6 People factors influencing service management approaches?
6 Factors that influence service management approach: · Skills and competencies · Management and leadership styles · Communications and collaboration · Broad knowledge and specialized expertise · Each individual's understanding of their contribution to value creation · Break down organizational silos
What are the 6 activities of the Service Value Chain?
6 SVC Activities 1. Plan 2. Improve 3. Engage 4. Design and Transition 5. Obtain / Build 6. Deliver and Support
What are the 6 activities in the service value chain?
6 SVC Activities Plan Improve Engage Design and Transition Obtain/Build Deliver and Support
Explain the holistic perspective of SVS
A SVS (Service Value System) has 5 parts (guiding principles, governance, continual improvement, practices and service value chain ... all focused on adding service value. The aforementioned encapsulate 4 dimensions or components throughout its parts. The 4 dimensions/components are organization and people value streams and processes information and technology partners and suppliers the above all help produce products and services that enable customer value
What is the definition of a product in ITIL?
A configuration of an organizations resources designed to offer value for a customer
What is the definition of a service in ITIL?
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.
What are the 7 key Elements (Practices) of a Service Mgmt System?
A service management system typically has: 1. Continuous Improvement 2. Service Level Management 3. Change Enablement 4. Incident Management 5. Service Request Management 6. Service Desk 7. Problem Management
What is the difference between utility and warranty?
A user has perceptions of utility and warranty. Value = Utility "Fitness for Purpose" + Warranty "Fitness for use" Utility: The functionality offered by a product or service to meet a particular need. Warranty: Assurance that a product or service will meet agreed requirements.
What are the "Partners" impacts or affects to achieving service value?
All partners are suppliers, but not all suppliers are partners · This dimension encompasses an organization's relationships with other organizations: o The design, development, deployment, delivery, support and/or continual improvement of services. o Contracts and other agreements between the organization and its partners or suppliers. · Organizations make strategic choices about how widely or narrowly they use partners and suppliers. · Partners share the goals and risks involved in service provision, and are involved in many facets of the service provision. · Suppliers are responsible for providing goals and services that are used by an organization.
Organizational resources are what?
An organization is a person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives · Organizations can be: o A single person o A group o An enterprise · The size and range of authority can vary widely in scope. · Relationships formed by organizations: o Include service provider and service consumer o Internal or external Drive the context of the service
Who owns ITIL?
Axelos - which is a joint venture between the cabinet office and Capita.
What are 6 benefits of ITIL Value?
Benefits 1. Stronger alignment between IT and the business 2. Improved service delivery and customer satisfaction 3. Reduced cost through improved utilization of resources 4. Greater visibility of IT cost and assets 5. Better management of business risks and service disruption or failure 6. More stable service environment to support constant business change
What are the key activities for Service Level Management?
Capture commitment to attain Service Level Agreements. Measurement shows the performance of the organization to what was committed. Reaching that SLA = Value
What are key activities of Change enablement?
Change: The addition, modification, or removal of anything that could have a direct or indirect effect on services. · Changes could affect a service directly or indirectly. · Scope defined by each organization but generally includes changes to: · IT infrastructure · Applications · Documentation · Processes · Supplier relationships · Anything else that might directly or indirectly impact a product or service
What is a continual improvement register (CIR)?
Continual Improvement Register (CIR): A structured database or document used to track and manage improvement opportunities. One or more CIRs; structured in a variety of ways. Maintained on individual, team, departmental, business unit, and organizational levels. Improvement ideas can initially be captured in other places or documents. As new ideas are documented, improvement opportunities are constantly re-prioritized. CIRs help to make things visible and track: What is currently being done. What is already complete. What has been set aside for further consideration at a later date. Most importantly, CIRs guarantee that improvement opportunities are:
What does ITIL Continuous Improvement mean?
Continuous Improvement - the process of aligning an organizations practices and services with changing business needs.
What is the definition of ITIL cost?
Cost: The amount of money spent on a specific activity or resource. Cost can also be non-monetary · Two types of cost: a. Removed cost that the service provider bears (part of the value) b. Imposed cost of the product or service on the consumer (cost of consumption)
What are the 3 Consumer Types?
Customer: A role that defines the requirements for a service and takes responsibility for the outcomes of service consumption User: A role that uses services Sponsor: A role that authorizes the budget for service consumption. Can also be used to describe an organization or individual that provides financial or other support for an initiative
What factors affect value streams and processes?
Defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives. Social and technological factors can impact the value of product and services
What does the Deliver and Support SVC Activity mean?
Deliver and Support SVC Activity means to: · Day to day delivery of solution; support for user needs related to services · Hosting and delivery of solutions; support for user needs related to the services.
What does the Design and Transition SVC Activity mean?
Design and Transition SVC Activity means to: · Ensure products and services meet expectations for cost, quality, and time to market · Creation of new or changed solution designs; management and implementation of change.
Name the Plan VC activities details?
Details · Purpose is to ensure a shared understanding of: · Vision: Overarching goal · Mission: The overall purpose and intentions of an organization. · Current status · Improvement direction · Fundamental part of planning is prioritizing different alternatives and making decisions. · During this activity, you create strategic plans, project plans, and service plans. · Must consider all four dimensions of service management to ensure a holistic approach. · All other SVC activities will use and apply plans from this activity.
Name the Improve VC activities details?
Details · Purpose is to ensure continual improvement of: · Products and services · Practices · Includes all value chain activities and all four dimensions of service management. · Requires performance information from all aspects of the SVC. · In turn, provides improvement plans and improvement status information to all other SVC activities.
Name the Design and Transition VC activities details?
Details · Purpose is to ensure that products and services meet stakeholder expectations for: · Quality · Costs · Time-to-market · As customer needs change, necessary activities are adjusted accordingly. · "Design" activity requires: · The plan, the architecture information, customer requirements, and other Information from Engage. · Component information from Obtain/Build. · "Transition" requires knowledge transfer of the improved product or service to other SVC activities.
Name the Obtain/Build VC activities details?
Details · Purpose is to ensure that service components are: · Available when and where they are needed · Meet agreed specifications · A large part of this activity is determining whether to obtain or build. · To assist in decision making, consider if capacity to build is readily available and strategic to organization's competitiveness. · If third part has economies of scale that make it more cost-effective to buy, then buy. · Whenever components need to be built or acquired, they are acquired through the Obtain/Build activity.
Name the Deliver and Support VC activities details?
Details · Purpose is to ensure that services are delivered and supported according to: · Agreed specifications · Stakeholders' expectations · In this activity, you create data about incidents, service requests, events, and other performance data that is used to identify potential service improvements. · The Improve, Engage, and Plan activities extensively use this data.
Name the Engage VC activities details?
Details · Purpose is to provide: · A good understanding of stakeholder needs. · A means to facilitate transparency. · Continual engagement and good relationships with all stakeholders. · Engage with different stakeholders, primarily service consumers; using different practices. For example: · Operational day-to-day collaboration with users in Service Desk practice. · Tactical engagement with customers through Service Level Management practice. · Strategic engagement with Sponsors through Relationship Management.
What does effective service management enable?
Effective Service Management enables: · Customers to use services and produce successful strategic, tactical, and operational outcomes · Efficient use of resources, effective results delivery, and sustainability over time
What happens when the 5 W's are asked as it relates to value streams?
Elaborate and Promote Visibility with Resources! · Right people + right roles + right information = better outcomes. · Silo behavior can happen for many reasons, but impedes collaboration and communication. · Working together requires information, understanding, and trust. o Make work visible o Avoid hidden agendas o Share information · When improvements lack communications, people make poor guesses.
What factors affect Partners and suppliers?
Encompasses the relationships an organization has with other organizations Legal and environmental factors can impact the value of products and services
What does the Engage SVC Activity mean?
Engage SVC Activity means to: · Understand stakeholder needs, facilitate transparency, & continually engage. · Interactions with third parties, including users, customers, suppliers, and other stakeholders.
What factors affect Organization and People?
Ensure the way the organization is structured and managed is well defined (including roles, responsibilities, system of authority and communication and overall strategy and the operational model) · Politics and environmental factors can impact the value of products and services
What does Governance mean in ITIL?
Governance: The means by which an organization is directed and controlled
What are the ITIL guiding principles?
Guiding principles are recommendations that can guide an organization in all circumstances regardless of changes in its goals, strategies, type of work or management structure.
Why is it important to have an IT enabled service?
IT Enabled Service is a Competitive Advantage
Why is it important to include IT Service Management strategically?
IT Service Management is a Key strategic capability (Understanding with the system and services Do Do, Could Do, and Should Do) KNOWN the constraints
Ho does ITIL Help with realizing value?
ITIL 4 focuses on value creation. It is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having the manage specific cost and risks.
How does ITIL help value realization
ITIL helps by categorizing the system of services into to 4 dimensions of service management: 1. Guiding Principles 2. Governance 3. Practice 4. Continual Improvement
What ITIL mean?
ITIL stands for *Information Technology (IT) Infrastructure Library.* It is a set of best practices at the heart of IT service management, and was originally developed in the UK. ITIL has become ISO/IEC standard 20000.
What is the foundation of which ITIL was built?
ITIL was built on the Service Value System (SVS)
What does the Improve SVC Activity mean?
Improve SVC Activity means to: - Ensures continual Improvement. - Execution of improvement activities and provision of improvement information.
What are the Incident Management Key Activities?
Incident: An unplanned interruption to a service, or reduction in the quality of a service. -Incidents reflect a user experience - "I can't _____" -Interruptions impact business workflows; objective is to minimize the impact -Allocate resources based on the impact of the incident: · Major incidents require specialized, separate procedures for handling · Information Security incidents may require separate procedures as well -Use suitable tool to track incident information · Provide links to configuration data, problems, changes, known errors, and knowledge · Might provide Automated Incident Matching · Incident Management activities should be timestamped and tracked
What are the specific "information" considerations for service management?
Information Considerations: · What information is managed by the services? · What supporting information and knowledge is needed to deliver and manage the services? · How will the information and knowledge assets be protected, managed, archived, and disposed of? (Ask 5 W's [What we are doing?, Who are we doing it for?, Why are we doing it?, Where will we do it?, When will we do it?])
What is ITIL
Information Technology Infrastructure Library A set of best practice publications for IT service management (service management framework)
What factors affect Information and Technology?
Information and knowledge used to deliver services and all the aspects of service value system. Economic and social factors can impact the value of products and services
What inputs go into Obtain/Build VC Activities?
Input • Architectures and policies provided by plan. • Contracts and agreements with external and internal suppliers and partners provided by engage. • Goods and services provided by external and internal suppliers and partners. • Requirements and specifications provided by design and transition. • Improvement initiatives and plans provided by improve. • Improvement status reports from improve. • Change or project initiation requests provided by engage. • Change requests provided by deliver and support. • Knowledge and information about new and changed products and services from design and transition. • Knowledge and information about third party service components from engage.
What inputs go into Deliver and Support VC Activities?
Input • New and changed products and services provided by design and transition. • Contracts and agreements with external and internal suppliers and partners provided by engage. • Service components provided by obtain/build. • Improvement initiatives and plans provided by improve. • Improvement status reports from improve. • User support tasks provided by engage. • Knowledge and information about new and changed service components and services from design and transition and obtain/build. • Knowledge and information about third party service components from engage.
What inputs go into Plan VC Activities?
Input • Policies, requirements, and constraints provided by the organization's governing body. • Consolidated demands and opportunities provided by engage. • Value chain performance information, improvement initiatives, and plans provided by improve. • Improvement status reports from improve. • Knowledge and information about new and changed products and services from design and transition and obtain/build. • Knowledge and information about third party service components from engage.
What inputs go into Design and Transition VC Activities?
Input • Portfolio decisions provided by plan. • Architectures and policies provided by plan. • Product and service requirements provided by engage. • Improvement initiatives and plans provided by improve. • Improvement status reports from improve. • Service performance information provided by deliver and support and improve. • Service components from obtain/build. • Knowledge and information about third party service components from engage. • Knowledge and information about new and changed products and services from obtain/build.
What inputs go into Improve VC Activities?
Input • Product and service performance information provided by deliver and support. • Stakeholders' feedback provided by engage. • Performance information and improvement opportunities provided by all value chain activities. • Knowledge and information about new and changed products and services from design and transition and obtain/build. • Knowledge and information about third party service components from engage.
What inputs go into Engage VC Activities?
Input • Product and service portfolio provided by plan. • High level demand for services and products provided by internal and external customers. • Detailed requirements for services and products provided by customers. • Requests and feedback from customers. • Incidents, service requests, and feedback from users. • Information on the completion of user support tasks from deliver and support. • Market opportunities from current and potential customers and users. • Cooperation opportunities and feedback provided by partners and suppliers. • Contract and agreement requirements from all value chain activities. • Knowledge and information about new and changed products and services from design and transition and obtain/build. • Knowledge and information about third party service components from suppliers and partners. • Product and service performance information from deliver and support. • Improvement initiatives and plans from improve. • Improvement status reports from improve.
What are different types of SLA metrics?
Metric: A measurement or calculation that is monitored or reported for management and improvement. · Operational metrics · Low-level indicators of various operational activities: o System availability o Incident response and fix times o Change and request processing times o System response times · Business metrics · Any business activity that is deemed useful or valuable by the customer: o Successful completion of a business activity
What is the MVP and its relationship to service architecture model?
Multiple approaches can be leveraged with the service architecture model as long as the "minimum viable product" is reached. Minimum Viable Product (MVP): A product with just enough features to satisfy early customers, and to provide feedback for future product development. · Comprehend the whole, but do something. · The ecosystem is constantly changing, so feedback is essential. · Fast does not mean incomplete. · Strive for an MVP. Example Kanban Board using a backlog list (backlog is list of all the things that need to be done.... Prioritize the list into sprints. Establish min workload based upon # team assigned and their throughput)
What does the Obtain/Build SVC Activity mean?
Obtain/Build SVC Activity means to: · Ensure service components are available when and where needed per specification · Acquisition or building of components, whether acquired from a third party or built in-house.
What resources does and organization have access to?
Organizations own access to the resources: · Organization and people · Information and technology · Partners and suppliers · Value streams and processes
What Engage VC Activity outputs should be expected?
Output • Consolidated demands and opportunities for plan. • Product and service requirements for design and transition. • User support tasks for deliver and support. • Improvement opportunities and stakeholders' feedback for improve. • Change or project initiation requests for obtain/build. • Contracts and agreements with external and internal suppliers and partners for obtain/build and design and transition. • Knowledge and information about third party service components for all value chain activities. • Service performance reports for customers.
What Improve VC Activity outputs should be expected?
Output • Improvement initiatives and plans for all value chain activities. • Value chain performance information for plan and the governing body. • Improvement status reports for all value chain activities. • Contract and agreement requirements for engage. • Service performance information for design and transition.
What Design and Transition VC Activity outputs should be expected?
Output • Requirements and specifications for obtain/build. • Contract and agreement requirements for engage. • New and changed products and services to deliver and support. • Knowledge and information about new and changed products and services to all value chain activities. • Performance information and improvement opportunities for improve.
What Obtain/Build VC Activity outputs should be expected?
Output • Service components for deliver and support. • Service components for design and transition. • Knowledge and information about new and changed service components to all value chain activities. • Contract and agreement requirements for engage. • Performance information and improvement opportunities for improve.
What Deliver and Support VC Activity outputs should be expected?
Output • Services delivered to customers and users. • Information on the completion of user support tasks for engage. • Product and service performance information for engage and improve. • Improvement opportunities for improve. • Contract and agreement requirements for engage. • Change requests for obtain/build. • Service performance information for design and transition.
What plan VC Activity outputs should be expected?
Output • Strategic, tactical, and operational plans. • Portfolio decisions for design and transition. • Architectures and policies for design and transition. • Improvement opportunities for improve. • Product and service portfolio for engage. • Contract and agreement requirements for engage.
What does the Plan SVC Activity mean?
Plan SVC Activity means to: - Ensures shared understanding of Vision, Current Status, and Improvement direction. - Relevant planning activities at all levels: strategic, architectural, program/project, and so on.
What does ITL Practices mean?
Practices: Set of organizational resources designed for performing work or accomplishing an objective
What is the definition of a process of the value stream?
Process: A set of interrelated or interacting activities that transform inputs into outputs. Processes define the sequence of actions and their dependencies · Describe activities to accomplish an objective. · Detailed in: o Procedures - Who is involved o Work Instructions - How is the work carried out · Considerations when creating a service: o What is the generic delivery model for the service, and how does the service work? o What are the value streams involved in delivering the agreed outputs of the service? o Who, or what, performs the required service actions?
What is the purpose of continual improvement in a service management system?
Purpose of the Continual Improvement practice is to align the organization's practices and services with changing business needs through the identification and improvement of services, service components, practices, and any element involved in the efficient and effective management of products and services. The commitment to and practice of continual improvement must be embedded into the organization. Without an ingrained cultural commitment to continual improvement, the daily operational concerns and major project work will eclipse continual improvement efforts.
What is the definition of a resource and how are they used?
Resources can be Personnel, material, finance or other entity required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner.
What is the definition of ITIL risk?
Risk: A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Risk can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes. · Two types of risk: a. Removed risk that is transferred from consumer to service provider (part of the value) b. Imposed risk of consuming the service (risk of consumption)
What are methods and Techniques for Service Level Management?
Secure Customer Engagement and Feedback Determine Metrics Technique :Customer Feedback · Engagement is needed to understand and confirm the actual ongoing needs and requirements from customers. · Listening is important as a relationship building and trust-building activity.
What should be leveraged within the Service Architecture Model of Product and Services?
Service Architecture Model supporting Agile, Lean, and systems or design thinking. Use of kanban or scrum to progressively iterate with feedback to ensure the MVP
What does ITIL Service Consumption mean?
Service Consumption: Activities performed by an organization to consume services · Service consumption includes: o Management of the consumer's resources needed to use the service. o Service actions performed by users. o The receiving (acquiring) of goods. · Service consumers: o Have their own resources. o Use the provider's resources. o May acquire goods. · Value is co-created when the provider's service is used by the customer's resources to facilitate outcomes they want to achieve.
What is a SLA (Service Level Agreement)?
Service Level Agreement (SLA): A documented agreement between a service provider and a customer that identifies both services required and the expected level of service. · Measure the performance of services from the customer's point of view. · Must reflect business context. · Using SLAs may present many challenges, because they often do not fully reflect wider service performance or user experience. · "Watermelon SLAs" · High level measures look good, but the users are not satisfied
What is meant by service offering?
Service Offering: A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions
What is the definition of a service provider and service customer
Service Providers: A role performed by an organization in a service relationship to provide a service to a customer Service Consumer: a person, group or combination of users, sponsors that utilize the services
What does ITIL Service Provision mean?
Service Provision: Activities performed by an organization to provide services. Service provision may also include the supplying of goods. · Service provision includes: o Managing the provider's resources that are configured to deliver the service. o Providing users with access to resources. o Fulfilling the agreed service actions. o Performing service level management and continual improvement. o Supplying goods.
What does ITIL Service Relationship Management mean?
Service Relationship Management: Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. · Service provider provides (Service Offerings): o Goods o Access to resources o Service actions · Service consumer provides: o Customer resources o Business need for consumption
What does ITIL Service Relationship mean?
Service Relationship: A cooperation between a service provider and service consumer. Service relationships include: 1. service provision, 2. service consumption 3. and service relationship management.
What are the strategic factors impacting use of "Suppliers" to create service value?
Strategic Factors impacting use of Suppliers: · Strategic Focus - desired level of self-sufficiency as it relates to outsourcing · Corporate Culture - historical attitudes of using 3rd pty suppliers · Resource Scarcity - the existence of the expertise or goods within the organization · Cost Concerns - always a decision factor of when to use 3rd pty supplier · Subject Matter Expertise - use a supplier when SME not existent within · External Constraints - influence over sourcing decision (external enviro. factors) · Demand Patterns - seasonal or cyclical changes in demand · Proliferation of "As a Service" infrastructure and platforms i.e.. o SaaS o IaaS
What are the "Processes" impacts or affects to achieving service value?
Structure is based upon the following 5 step mapping: External factors that influence the 4 Dimensions of Service Management: "PESTLE" Political, Economic, Social, Technological, Legal, and Environmentally The 4 Dimensions of Service Management should influence Service Solutions
What are the 5 W's?
TIP: Understand the 5 W's: · What we are doing? · Who are we doing it for? · Why are we doing it? · Where will we do it? When will we do it?
What are the specific "Technology" considerations for service management?
Technology Considerations: · Is the technology compatible with the current architecture? · Are there regulatory or other compliance issues? · Is the technology viable in the foreseeable future? · Does the technology align with the strategy of the service provider, or its service consumers? · Do the right skills across staff and suppliers exist to support and maintain the technology? · Is there sufficient automation capabilities to ensure it can be efficiently developed, deployed, and operated? · Are there additional capabilities that might be leveraged for other products or services? · Are there new risks or constraints to the organization (e.g., vendor lock-in)?
What are the 3 ways to continuously improve?
The 3 CI ways are: 1. The ITIL Continual Improvement Model, which provides organization with a structured approach to implementing improvements 2. The Improve Activity of the Service Value chain which embeds continual improvement into the value chain. 3. The continual improvement practice, which support organizations in their day-to-day improvement efforts.
What are the names of 6 stakeholder types and examples of value?
The 6 Stakeholder Types are: Service Consumers Service Provider Service Provider Employees Society and community Charity organizations Shareholders
What is the premise behind ITIL v4?
The ITIL 4 reflects the best practices that can support: - Customer experiences - Value streams - New ways of working that include Agile, LEAN, and DevOps A more holistic approach
What are the four things the service architecture model is based?
The Service Architecture Model is based upon 4 things (relationships, offerings, products and resources)
What are the components of the SVS?
The Service Value System (SVS) have 5 Components: 1. Opportunity / Demand 2. Guiding Principles and Continual Improvement 3. Governance and Practices 4. Service Value Chain 5. Value
What is the Service Value Chain?
The Value Chain is the operational model for service providers that covers all the activities to manage products and services.
What are the "People" impacts or affects to achieving service value?
The elements must be considered in relations to organization & "people" in achieving service management and that is... · People are the key in all service relationships. · The common objective is enabling value creation for all. · Factors that influence service management approach:
What is the foundation of ITIL?
The foundation of ITIL is Optimal service management is: · Successful · Profitable · And scalable
What is the definition of value?
The perceived benefits, usefulness and importance of something · Fundamental concept of service · Co-created by a service provider and service customer · Service providers should seek to build interactive relationships with their customers
What are the processes of the value stream?
The processes of the value stream describe what is done to achieve the objectives. - It includes inputs, activities, and outputs - The inputs: are from another service activity, a practice, another process, a person, or technology - All inputs "TRIGGER" some activity -Activities are measured by "metrics" -Activities are guided by "procedures" that define "who" does the work -Activities have "work instructions" that define "how" the work is done -Output from the activity (Deliverable) has solicited feedback
What is the difference between value output and outcomes?
The right business context is needed to produce the outcomes that a customer desires Output = tangible or intangible deliverable of an activity (produce specific deliverable) Outcome = results for a stakeholder enabled by one or more outputs (produce a desired stakeholder results)
What are the "organizations" impacts or affects to achieving service value?
The service management approach must consider: · Organizational structures · Workforce requirements · Roles and responsibilities · Culture, including communication styles · When service management is adopted, organizations must take the organizational structure, the organization's culture, and the workforce requirements into account. · People at the top levels of the organization dictate and direct attitudes, motivation, and shared values about best practices. · Leaders should demonstrate and model supportive behaviors and attitudes to foster cooperation and collaboration. An organizational culture of trust and transparency leads to issues being raised and escalated, and facilitates corrective actions being taken.
What is the benefits of the service relationship model?
The service relationship results in a value to the user
What is the Service Value Chain?
The service value chain is an operating model for the creation, delivery and ongoing improvement of services. It outlines the key activities required to create value in response to demand, through the creation and delivery of products and services.
What are the components (dimensions) of service management?
There are 4 components / dimensions of service management: 1. Practices 2. Activities 3. Governance 4. Improvement capabilities
What are methods & techniques of change enablement?
There are three types of change: 1. Standard Changes - Low risk preauthorized routine 2. Normal changes - use std process to schedule, assess, and authorize change 3. Emergency changes - must be implemented ASAP Change Schedule · Is used to: · Plan changes · Assist in communication · Avoid conflicts · Assign resources Provides information about changes as needed for: · Incident Management · Problem Management · Continual Improvement · Service Configuration · Service Desk · Supports risk assessment to gather input from many stakeholders. · Raises awareness and facilitates readiness. · Change Enablement via Change Freeze!
What are the "Information and Technology" impacts or affects to achieving service value?
Three key elements are needed: · Information and knowledge needed · Technologies: o Workflow management systems o Knowledge bases o Inventory systems o Communication systems o Analytical tools · Practice inputs and outputs · Artificial intelligence, machine learning, and other cognitive computing solutions · Mobile platforms, cloud solutions, remote collaboration tools, automated testing, and deployment solutions · For a particular IT service: · Information created and managed Technology platforms (applications, databases, communications, integration
What is needed to deliver successful service?
To deliver successful service, attention must be focused holistically to all 4 Dimensions of value: - Organization and People - Information and Technology - Partners and Suppliers - Value Streams and Processes
What controls help manage factors affecting service management?
To help manage or control the aforementioned factors that stem from facilitating the dimensions of value a Service Management an Architecture must exist.
What does ITIL define as value?
Value = Utility "Fitness for Purpose" + Warranty "Fitness for use"
What are the "value stream" impacts or affects to achieving service value?
Value Stream: A series of steps an organization undertakes to create and deliver products and services to consumers. · Defines activities, workflows, controls, and procedures needed to achieve agreed objectives: o For products and services o For the entire Service Value System (SVS) · Work in an integrated and coordinated way to deliver value to customers. · Map value streams to: o Identify waste o Optimize o Continually improve
What are three things that Value is measured on?
Value is measured based upon 3 things... 1. Affected Outcomes to Supported Outcomes 2. Cost Introduced to Cost Removed 3. Risks Introduced to Risk Removed
What is the difference between value cost and risks?
When a customer chooses to use a service provider, you are taking on the cost and risk of that provider. The cost and risk that you (as a customer) take on are outweighed by the benefits of the services you receive Services can take ownership of some cost and risk and also impose other cost and risks. The operations must fully understand the cost and risks.
What are the three organization involved with ITIL?
itSME (IT Service Management Forum - a non profit that supports publications Axelos (Axelos is the organization responsible for developing and managing the portfolio of best practices) Peoplecert (The official examination institute)
What are some Service Level Management Customer Engagement Questions?
· Customer Engagement Questions: · What does your work involve? · How does technology help you? · What are your key business times, areas, people, and activities? · What differentiates a good day from a bad day for you? · Which of these activities is most important to you? · What are your goals, objectives, and measurements for this year? · What is the best measure of your success? · How do you base your opinion and evaluation of a service or IT/technology? · How can we help you more?
What is the purpose of change enablement in a service management system?
· Maximize the number of successful IT changes. · Assess risks properly · Authorize changes to proceed · Manage a change schedule · Balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes. · Change Authority: · Correct for each kind of change · Decentralized in high velocity organizations
What does the service offering component "access to resources" mean?
· Ownership is not transferred to the consumer. · Access is granted or licensed to the consumer under agreed terms and conditions. . The consumer can only access the resources during the agreed consumption period and according to other agreed service terms. Examples: · Access to a mobile network . Access to network storage
What does the service offering component "Service actions" mean?
· Performed by the service provider to address a consumer's needs. . Performed according to agreement with the consumer. Examples: · User support . Replacement of a piece of equipment
What are the SLA Requirements?
· SLA Requirements: · Related to a defined "service" in the service catalog, which is structured information about services and service offerings for a specific target audience. · Relate to defined outcomes: · Customer satisfaction · Key business outcomes · An agreement between the service provider and the service consumer. · Involve all stakeholders including partners, sponsors, users, and customers. · Simply written and easy to understand and use for all parties.
What are the components of service offierings?
· Service offerings describe how one or more products or services will meet the needs of a target audience. o Goods o Access to resources o Service actions
What is the purpose of service level management in a service management system?
· Set clear business-based targets for service performance so that the delivery of a service can be properly: · Assessed · Monitored · Managed · Objective is end-to-end visibility. · Establishes a shared view of the services and target service levels with customers. · Ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services. · Performs service reviews to ensure the current set of services continues to meet the needs of the organization and its customers. · Captures and reports on service issues, including performance against defined service levels.
What does the service offering component "goods" mean?
· Supplied to the consumer. · Ownership is transferred to the consumer. . Consumer takes responsibility for future use. Examples: · A mobile phone . A physical server
What activities are used in value chain?
· Value chain activities use different combinations of ITIL practices: o Internal or third-party resources o Processes o Skills and competencies
What does value streams mean?
· Value streams describe activities an organization takes in the creation of value: o Convert inputs into outputs o Activities may trigger other activities
