ITIL V4 Foundations Study Notes

Service management - is defined as a set of specialised organization capabilities for enabling value to customers in the form of services.

Value - the perceived benefits, usefulness and importance of something.

Customers - define requirements for services and take responsibility for outcomes.

Users - use services.

Sponsors - authorize the budget for service consumption.

Supplier - external partner who provides services to the organization.

Organization - a group of people that has its own function, responsibilities and authority to achieve specific objectives.

A service is a means of enabling Value co-creation by facilitating desired outcomes for customers without the customer having to manage specific costs and risks.

Product - a configuration of resources, created by the organization that will be potentially valuable to customers.

• Service offering - a specific mix of services and products to a specific customer:
  • goods - ownership is transferred to customer
  • Access to resources - Ownership is not transferred to the consumer. Access is granted/licensed under agreed terms or conditions
  • Service actions - performed by the provider to address a consumer need. Performed according to agreement with the consumer.

Output is a tangible or intangible deliverable of an activity.

Outcome is a results for a stakeholder enabled by one or more outputs.

Cost - can be removed from the customer (part of value proposition) and can be imposed on the customer (price for the service consumption).

Risk - Uncertainty of outcome. Can be good (opportunity) or bad (hazard).

Utility - fit for purpose. functionality ordered by a product or service to meet a particular need. Essentially 'what the service does' and can be used to determine whether a service is fit for purpose.

Warranty - fir for use. Assurance that a product or service will meet agreed requirements. How the service performs and used to determine whether a service is fit for use.

• 4 dimensions:

  • Voip - can be influenced by the organization
    • Voip = Value streams & partners, Organizations & people, Information & security, Partners & suppliers
  • Pestle - Political, economical, social, technological, legal, environmental
    • Pestle - External factors that cannot be influenced but need to be considered.

• Value Streams and processes:

  • activities the organization undertakes
  • organization of these activities ensuring value to stakeholders
  • exercise value stream mapping

• Organizations and people:

  • Organization structures
  • Decision making habits
  • Staffing and skills requirements
  • Culture and leadership styles

• Information and technology:

  • Information and tools needed
  • Technologies and innovation
  • Relationship between components
  • Culture of knowledge management

• Partners and suppliers:

  • Relationship with external vendors
  • Factors that influence suppliers strategies
  • Service integration management
  • Vendor selection procedures

• The service value system:

  • Converts opportunity and demand by applying our own service management magic in to value for customers.
    • Guiding principles
      • Recommendations that guide organizations in any circumstances, even for implementing ITIL4
      • Focus on value - everything we do must be either directly or indirectly valuable to your stakeholders
      • Start where you are - reuse existing resources where possible instead of reinventing the wheel over and over again
      • Progress iteratively with feedback - Dont do everything at once, take baby-steps instead of learning by doing with lots of feedback
      • Collaborate and promote visibility - Involve the right people at the right time and gather factual data to make the right decisions.
      • Think and work holistically - Nothing is every alone, think about the effect of your initiative or work on other components. How components are connected to other components.
      • Keep it simple and practical - Dont over complicate work. Use the least possible steps. Outcome based thinking helps.
      • Optimize and automate - maximize the value of human work. Automate only after optimization. Apply DevOps.
    • Governance
    • Practices
    • Continual improvement

• The service value chain:

  • Part of the service value system.
  • Universally applicable to any org.
  • Transforms demand in to value.
    • Plan - Ensure shared understanding of vision, current status and direction
    • Improvement - Continual improvement of products and services
    • Engage - Understand stakeholder needs and demand
    • Design and transition - Make sure that services meet stakeholder needs
    • Obtain and build - Ensure components are avalible when needed
    • Deliver and support - Ensure SLA confirm service delivery

• Most important practices:

  • General management practices:
    • Continual improvement
      • Responsibility of everyone
    • Service management practices:
      • Change enablement
        • Standard - pre authorized, low risk, low cost, basically service requests
        • Normal - Authorization depends on what kind of change it is. Goes through the normal change workflow
        • Emergency - Needs rapid action. May have a separate change authority.
      • incident management
        • incident - unplanned interruption or reduction of quality
        • manjor incident - needs a separate procedure. Swarming can be user for quicker solutions.
        • Uses the same categoraztion as problem tickets.
      • problem management
      • service desk
      • service level management
      • service request management

A practice by definition is a set of org resources designed to perform work or objective.

Incidents never become problems

Problem - Unknown cause of one or more incidents Known error - a problem with a known root cause but no solution yet Workaround - alternate solution, reducing the impact of the problem

service desk should be single point of contact between users and the service provider.

sla - between customer and service provider ola - between different units of the same service provider

• relationship management:

  • relationships are analyzed, monitored and improved

• it asset management:

  • plans and manages the full lifecycle of IT assets to maximize their value, control cost, support devicions
  • an IT asset is any financially valued component that can contribute to the delivery of it products or services.

even is any change of state that has significance for the management of a configuration item or service

Release is a version of a service or other configuration item or a collection of config items that is made available for use

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