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ITILv4 - Coggle Diagram
ITILv4
Service Value System
Service value chain
(Have input + output)
Plan
Ensure shared understanding of vision, current status, improvement direction for all product and service
Improve
Ensure continual improvement of product, service, practice across all value chain activities and four dimensions
Engage
Continual engagement, transparency, promotes good relationship with all stakeholders
Design and Transition
Ensure product and service continually meet stakeholders expectation of quality, cost, time to market
Obtain or Build
Ensure service components are available and meet the agreed specifications
Deliver and Support
Ensure the service are delivered and supported according to the agreed specifications and stakeholders expectations
Practices
Governance
Evaluate
Direct
Monitor
Continual improvement
Guiding principle
Collaborate and promote visibility
Agile, lean
Identify and manage all stakeholders
Doesn't mean consensus
Communicate the way audience can hear
Decisions can only make on visible data
Think and work holistically
Collabortion is the key
Recognize the complexity
Looks for pattern and interaction
automation
Progress iteratively with feedback
Need feedback for iteration. Feedback loop
Understand big picture but ensure steady process
Receive feedback at all times for a constantly changing ecosystem
Use minimum viable product
Keep it simple and practical
Minimum number of steps
Actions has value
start with uncomplicated approach
Mindful of completing objectives
Start where you are
Based on accurate info
Avoid assumption
Measurement metric should be meaningful and related to desired outcome
Optimize and automate
Simplify and optimize before automating
Define your metric
Focus on value
Know how they use each service
Encourage focus on value
Focus on value during operation and improvement
Focus on value in every step of improvement
Terms
Siloed Organization
Service Management
Value
Value Co-creation
Type
Product (sth exist no matter you have customer)
Service (achieve outcome without managing cost and risk)
Outcome=
Resource
+
Cost
+
Risk
Output: Deliverables. Outcome: Result
Cost
Risk
Stakeholders
Organization
Service Providers
Service Consumers
Customer
User
Sponsor
Others
Individual employee of provider orgs
Partners + suppliers
Investors
Social groups (tax...)
Service Offering
Goods (transfer ownership)
Access to resources (not transfer ownership)
Service actions
Service relationship
Service provision
Management of provider resources
Provison user access to resources
Full fill service actions agreement
Service performance management + continual improvement
Supplying goods
Service consumption
Management of consumer resources
Utilization of provider resources
Request service actions
Receiving goods
Service relationship management
Ensure continual value co-creation
Model: Consumer and provide resource to other, then become provider
Utility & Warranty
Utility: fit for purpose
Warranty: fit for use
Four Dimensions of Serivce Management
Organization and People
Roles and Responsibilities
Formal Orgs structure
Culture
Staffling and Competencies
Information and Security
Information and Knowledge
Technologies
Relationship between components
Partners and suppliers
Service partnerships
Good and service supply
Service
Development
Deployment
Delivery
Support
Continual Improvement
Value Streams and Processes
What activities the organization undertakes
How activities are organized
How value creation is ensured to all stakeholders efficiently and effectively
External Factors
Political
Economic
Social
Technological
Legal
Environmental