Achieving value outcomes, costs and risks

Affected
outcomes

Costs Supported
introduced outcomes

Risks Costs
introduced removed

Risks
removed

Value
Release management in a traditional waterfall environment

New or changed
infrastructure

Deploy
Release plan New or changed and Review
software release

Training and
documentation
Release management in an Agile DevOps environment

New or changed Deploy

infrastructure

Release plan New or changed Deploy Release Review

software

Training and Deploy

documentation
Simplified service model for a typical IT service

IT service

SaaS component Local application Client app

Cloud Local server Local storage Client device

infrastructure

Supplier Datacentre User

The four dimensions of service management

Political Economical
factors 1 2 factors
Organizations Information
& people & technology

Products
& services
Environmental Social
factors factors
Value

Partners Value streams

& suppliers & processes
Legal 3 4 Technological
factors factors

Factors
Every dimension is affected
by multiple factors
The continual
improvement What is the Business vision,
model vision? mission, goals
and objectives

Where are Perform baseline

we now? assessments

Where do we Define measurable

want to be? targets
How do we keep
the momentum
going?
How do we Define the
get there? improvement plan

Execute
Take
improvement
action
actions

Did we Evaluate
get there? metrics
and KPIs
The phases of problem management

Problem Problem Error

identification control control
The service relationship model

Service Service Service

relationship relationship relationship
re re re re
nfigu nfigu nfigu nfigu
co co co co
&

&

&

&
in

in

in

in
Obta

Obta

Obta

Obta
Organization A Organization B Organization C Organization D
e

e
v v v v
id

id

id

id
Of o Of o Of o Of o
fe r Pr fe r Pr fe r Pr fe r Pr
Service value chain

Plan

Design
& transition

Demand Engage Products & Value

Obtain /build Deliver & services
support

Improve
 Service value system

Guiding principles

Governance

Opportunity
Service value chain Value
/demand

Practices

Continual
improvement
The software lifecycle

Ideation Design

Develop
Retire

Operate Test

D e ploy
Workforce and talent management activities

Workforce Mentoring &

planning succession
planning

Workforce &
Learning &
Recruitment talent management development

Performance Personal
measurement development