ITIL4 Foundation Session1
ITIL4 Foundation Session1
ITIL4 Foundation Session1
Lobna Al-komy
Facilitator Info
• Certified ITIL 4
• Certified Total Quality Management
• Certified Lean Six Sigma Yellow Belt
• Many Technical Certifications in Datacentres
Dr. Eng. Lobna Alkomy • Digital Transformation Consultant
• Certified TOT
IT Operations Manager
Digital Transformation Consultant
Agenda
▪What is service management
▪ITIL 4 Overview
▪The ITIL Framework
▪The ITIL Guiding Principles
▪The ITIL Service Value System
▪Key ITIL Practices
▪Other ITIL Practices
What is your course purpose?
▪ ITIL Understanding
▪ More professionalism
▪ Exam
▪ Relationships
The Exam
What are the course objectives?
At the end of the course, you should be able to recall, define and explain:
➢Key concepts of service management (19 concepts)
➢The four dimensions of service management
➢The ITIL service value system (5 components, purpose)
➢The ITIL guiding principles (7 principles)
➢The ITIL service value chain (6 activities)
➢ITIL management practices (18 Practices)
What is service management?
What is service?
A service is defined by ISO 20000, the international standard for service management, as 'a means of delivering value for
the customer by facilitating outcomes the customer wants to achieve
service lifecycle
consists of five stages which broadly correspond to the following
service management processes or practices:
1. Service strategy (Plan)
2. Service design
3. Service transition (Implement)
4. Service operation, including incident management, service
request management and problem management
5. Service improvement.
The services, the goods?
What is the service management?
Service management is a management discipline aimed at providing
quality services that customers will value, buy and use.
AXELOS AXELOS is the organization responsible for developing and managing a portfolio of
best practice methodologies, including ITIL. AXELOS is responsible for defining the
ITIL exams, qualification schemes, and certification systems; publishing the core
ITIL books, an ITIL 4 Foundation reference publication, and associated syllabi; and
accrediting the Examination Institutes.
PEOPLECERT The official Examination Institute (EI); and as of January 1, 2018, the only
organization that is accredited by AXELOS for the delivery of the ITIL exams.
ITIL 4 Certification Scheme
ITIL® Master
ITIL® Foundation
Based on AXELOS ITIL® material. Reproduced under license from AXELOS Limited. All rights reserved.
ITIL V4 Today Insight
• Services drive value.
• For service providers
• For customers
• Organizations are changing.
• Need for speed
• Need for cross-functional collaboration
• Digital transformation is creating new business models.
• ITIL 4 reflects updates to best practices to support:
• Customer experience (Voice of customer)
• Value streams (Whole system)
• New ways of working
• Agile
• Lean
• DevOps
Benefits of ITIL
• Offers industry-proven best practices to IT service management.
• Updated to reflect newly emerging practices.
• Reflects business needs to:
• Balance agility and stability.
• Create new revenue streams and sources of competitive advantage.
• Support new digital business models.
ITIL Service Value System
SVS: A model representing how all the components and activities of an organization work
together to facilitate value creation.
Components of the ITIL Service Value System
Component Description (taken from ITIL 4 Glossary)
ITIL service value chain An operating model for service providers that covers all the key
activities required to effectively manage products and services.
Continual improvement The practice of aligning an organization's practices and services with
changing business needs through the ongoing identification and
improvement of all elements involved in the effective management of
products and services.
Four Dimensions of Service Management
Four Dimensions of Service Management: The four perspectives that are critical to the effective and
efficient facilitation of value for customers and other stakeholders in the form of products and services.
Descriptions of the Four Dimensions of Service Management
Dimension Description (taken from ITIL 4 Glossary)
Organizations and People Ensures that the way an organization is structured and managed, as well
as its roles, responsibilities, and systems of authority and
communication, is well defined and supports its overall strategy and
operating model.
Information and technology Includes the information and knowledge used to deliver services, and
the information and technologies used to manage all aspects of the
service value system.
Partners and suppliers Encompasses the relationships an organization has with other
organizations that are involved in the design, development, deployment,
delivery, support, and/or continual improvement of services.
Value streams and processes Defines the activities, workflows, controls, and procedures needed to
achieve the agreed objectives.
Organizations
Organization: A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
• Successful, profitable, and scalable IT service management is the fundamental concern of ITIL.
• ITSM is the implementation and management of quality IT services to meet the needs of the
business.
• The key point in definition of service management is the focus on enabling the creation of value,
rather than delivering value.
• It was mono-directional
• Value is fundamental to the concept of a service.
• Value is co-created by a service provider and a service consumer.
• Service providers should seek to build interactive relationships
with their customers.
Value: is subject to the perception of the stakeholders, whether they be the customer
or the consumers of a service, or part of the service provider organization(s).
Products and Services
Product: A configuration of an organization’s resources designed to offer value for a consumer.
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.
Service provider Funding from the consumer; business development; image improvement
Service provider employees Financial and non-financial incentives, career and professional
development, sense of purpose
Society and community Employment, taxes, organizations’ contribution to the social and
community development
• Service offerings describe how one or more products or services will meet the needs of a target audience.
• Goods
• Access to resources
• Service actions
Service Consumption
• Service consumption includes:
• Management of the consumer’s resources needed to use the service.
• Service actions performed by users.
• The receiving (acquiring) of goods. Service consumption: Activities performed by an organization to
• Service consumers: consume services.
• Have their own resources.
• Use the provider’s resources.
• May acquire goods.
• Value is co-created when the provider’s service is used by the customer’s resources
to facilitate outcomes, they want to achieve.
The Service Relationship Model
• A service provider’s services create new customer resources:
• A training service improves the skills of the consumer’s employees
• A broadband service allows the consumer’s computers to communicate
• A rental car service enables the consumer’s staff to visit clients
• A service consumer can then take the new resources to offer services downstream as a service
provider to their customers.
Value
Outputs and Outcomes
Output: A tangible or intangible Outcome: A result for a stakeholder
deliverable of an activity. enabled by one or more outputs.
Service providers often focus on the outputs they produce, but the right business
context is needed to produce the outcomes a customer desires.
Costs and Risks
Cost: The amount of money spent on a specific activity or resource.
Risk: A possible event that could cause harm or loss make it more difficult to achieve objectives.
Risk can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of
positive outcomes as well as negative outcomes.
• Two types of cost:
• Imposed cost of the product or service.
• Removed cost that the service provider bears.
• Two types of risk:
• Imposed risk of consuming the service.
• Removed risk that is transferred from consumer to service provider.
• Services can take ownership of some costs and risks and also impose other costs
and risks.
• Organization must fully understand the costs and risks.
Utility and Warranty
Utility: The functionality offered by a product or service to meet a particular need.
Value
Utility Warranty
"Fitness for purpose" "Fitness for use"
Questions?
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