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ITIL Service Value System, Four dimensions of Service Management, Service…
ITIL Service Value System
service value chain
operating model for creation, delivery, and continual improvement of services
defines 6 key activities
a set of interconnected activities that an organization performs to deliver products and services to deliver value
ITIL Guiding Principals
Focus on value
Start where you are
progress iteratively with feedbac
Collaborate and promote visibility
Think and work holistically
keep it simple and practical
optimize and automate
Governance
The means by which an organization is controlled
Practices
A set of organizational resources designed to perform work or accomplish an objective
Service Level Management
Service Request Management
Problem Management
Incident Management
Change Enablement
Continual improvement
Service Desk
awareness
release management
Deployment management
IT Asset Management
Information Security Management
Supplier Management
Monitoring and Event Mangement
Relationship Mangement
Service Configuration Mangement
Opportunity / Demand
Value
Four dimensions of Service Management
Organization and People
roles & responsibilities
org structures
culture
staffing and competency
Information and Technology
information created, managed and used for service provisioning and consumption
how information and data assets are protected, shared, managed, archived and disposed of
Partners and Suppliers
focus on the relationship between organizations that contribute to providing the service(s). could include organizations that support design, deployment, customer service etc as well as contracts with external agencies
Value Streams and Processes
Value Stream
focuses on organization's activities, organization and how the organization supports value creation
process
a set of activities that turn inputs to outputs
procedures outline processes the roles required
Service Value Chain
Six Value Chain Activities
Plan
goal is to ensure a shared understanding of the vision, current status, and direction of improvement
Improve
improve value chain is to ensure continual improvement of products services and practices across all value chain activities
Engage
inputs
product and service portfolio
high level demand for services and products
detailed requirements for services and products
requests and feedback
improvement initiatieves from the improve activity
marketing opportunities
outputs
demands and opportunities for the plan activity
Design and transition
Obtain and build
Deliver and support
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