ITIL4

SERVICE MANAGEMENT ORGANIZATION Value

A set of specialized organizational capabilities for A person or a group of people that has its own functions
enabling value for customers in the form of services. with responsibilities, authorities and relationships to Value is the perceived benefits, usefulness and importance of something.
achieve its objectives.

OUTCOME, COST & RISK

Output: A tangible or intangible deliverable of an activity.

4 Dimensions of service management Outcome: A result for a stakeholder enabled by one or more outputs.
... high-velocity adventures in
• ensure holistic approach to service management Cost: The amount of money spent on a specific activity or resource.
Service Management
• represent perspectives which are relevant to the
whole SVS
universe! Risk: A possible event that could cause harm or loss, or make it more
• apply to the SVS in general, as well as all services difficult to achieve objectives. Risk can also be defined as uncertainty
being managed of outcome, and can be used in the context of measuring the
probability of positive outcomes as well as negative outcomes.

VALUE STREAM UTILITY & WARRANTY

A series of steps an organization undertakes to
create and deliver products and services to are essential for a service to facilitate its desired outcomes
consumers.

PROCESS
Service Value System (SVS) Utility: what the service does (functionality)

A set of interrelated or interacting activities that Warranty: how the service performs (service level)
transform inputs into outputs. A process takes one ITIL SVS describes how all the components
or more defined inputs and turns them into defined and activities of the organization work together
outputs. Processes define the sequence of actions
as a system to enable value creation.
and their dependencies.
Products & Services
PESTLE
Service: 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.

Opportunity and Demand Service relationship:A co-operation

between a service provider and service
consumer. Service relationships include
Opportunity and Demand trigger activities within
service provision, service consumption
the ITIL SVS, and these activities lead to the creation
and service relationship management.
of value

Service offering:A description of one or

Opportunities: options or possibilities to add value for
more services, designed to address the
stakeholders or otherwise improve the organization.
needs of a target consumer group. A ser-
vice offering may include goods, access
Demand: need or desire for products and services
to resources, and service actions.
among internal and external consumers.

Product: A configuration of an organiza-

tion’s resources designed to offer value
for a consumer.

Guiding Principles
Guiding Principles:recommendations that can Continual Improvement
guide an organization in all circumstances,
regardless of changes in its goals, strategies, A recurring organizational activity
type of work, or management structure. performed at all levels to ensure that an
organization’s performance continually
ITIL Guiding Principlesguide organization’s meets stakeholders’ expectations.
decisions and actions and ensure a shared
understanding and common approach to service ITIL continual improvement model
management across the organization: provides organizations with a structured
approach to implementing improvements.
Note: The Guiding principles
• guide organizations as they ADOPT a service
management approach Note: The continual improvement model
• guide organization as they ADAPT ITIL guidance applies to the SVS in its entirety,
to their own specific needs and circumstances as well as to all of the organization’s
• encourage and support organizations in products, services, service components
CONTINUAL IMPROVEMENT at all levels. and relationships.

Governance Service Value Chain Practices

Organizational governance is a system by which Sets of organizational resources designed for performing
an organization is directed and controlled. work or accomplishing an objective. These resources are grouped
creation and management of products and services. into the four dimensions of service management.
Governance is realized though the activities:
Evaluate, Direct, Monitor
that enable organizations to continually align
their operations with the strategic direction ITIL service value chainincludes six value 4. Design and transitionensures that
set by the governing body. chain activities: products and services continually meet 1. Architecture Management 15. Availability Management 32. Deployment Management
2. Continual Improvement 16. Business Analysis 33. Infrastructure and Platform Mgmt.
stakeholder expectations for quality,
3. Information Security Mgmt. 17. Capacity and Performance Mgmt. 34. Software Development and Mgmt.
1. Plan ensures a shared understanding of costs and time-to-market. 4. Knowledge Management 18. Change Enablement
the vision, current status and improvement 5. Measurement and Reporting 19. Incident Management
direction for all four dimensions and 5. Obtain/build ensures that service 6. Portfolio Management 20. IT Asset Management
all products and services across the components are available when and where 7. Organizational Change Mgmt. 21. Monitoring and Event Mgmt.
GOVERNING BODY organization. they are needed, and meet agreed 8. Project Management 22. Problem Management
9. Relationship Management 23. Release Management
a person or group of people who are accountable specifications.
10. Risk Management 24. Service Catalogue Management
at the highest level for the perfomance and 2. Improve ensures continual improvement 11. Service Financial Management 25. Service Configuration Mgmt.
compliance of the organization. of products, services and practices across 6. Deliver and supportensures that services 12. Strategy Management 26. Service Continuity Management
all value chain activities and the four are delivered and supported according to 13. Supplier Management 27. Service Design
dimensions of service management. agreed specifications and stakeholders’ 14. Workforce and Talent Mgmt. 28. Service Desk
29. Service Level Management
expectations.
30. Service Request Management
3. Engageprovides a good understanding
31. Service Validation and Testing
of stakeholder needs, transparency, Each activity may draw upon internal or
Poster authors: Ivana Nissen, Sönke Nissen / Design: Veit Quandt /
and continual engagement and good third party resources, processes, skills and
Poster: version 1.1 Januar 2019© 2019 Nissen ITSM & OpenAdvice IT Service Management GmbH General Management Service Management Technical Management
ITIL ® Is a Registered Trade Mark of AXELOS Limitedand hereby used and licensed relationships with all stakeholders. competencies from one or more practices…. Practices Practices Practices
by OpenAdvice GmbH. Any re-use of this content needs written permission.

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