ITIL® 4 Poster

Environmental factors (PESTLE):

4 Dimension ITIL® Master
Value Creation Service Offering
Value
(remember as V.I.O.P) Output (Provider)
§ Political Managing Professional
(MP) Transition
ITIL® Managing
Professional (MP)
ITIL® Strategic
Leader (SL)
Service offering example: Goods § Utility (Fit for purpose)
§ Economic Goods: (Transfer)
Access to resources
(Lease/support)
§ Warranty (Fit for use)
§ Social Food, beverage
§ Technological
ITIL®
Specialist
ITIL®
Specialist
ITIL®
Specialist
ITIL®
Strategist
ITIL®
Strategist
ITIL®
Leader Outcome (Consumer)
§ Legal Access to resources: § Results of using service
Service actions
Create, Drive High Direct, Direct, Digital &

§ Environmental
Deliver &
Support
Stakeholder
Value
Velocity
IT
Plan &
Improve
Plan &
Improve
IT
Strategy Seats, movies
(support, operate) Cost Risk
Service actions:
ITIL® Foundation Check-in, piloting,
baggage handling
Designation achieved
once completed all
Examinable modules
towards ITIL
Examinable modules
applicable to both ITIL
Transition module for v3
ITIL Experts or those with Stakeholders
relevant examinable
modules in each
Managing
Professional and ITIL
Managing
Professional and ITIL
17 credits or more to
gain ITIL Managing Providers & Consumers co-create value
stream Strategic Leader Strategic Leader Professional designation

Service Consumers
1. Organization & people 4. Value streams & Processes Service § Customer (requirements)
Organization § Generic model for service delivery Providers § User
§ Formal organizational structures § Uses Service Value chain activities & practices § Sponsor (budget)
§ Culture § Based on LEAN IT Other stakeholders
§ Required staffing & competencies § Value streams involved in delivering outputs Service
relationship
Service
relationship
Service
relationship
§ Employees
§ Roles & responsibilities § Who or what performs the service § Community
§ Charity organizations
People 2. Information & Technology 3. Partners & Suppliers Organization A Organization B Organization C Organization D
§ Shareholders
§ Skills & competencies § Information & technology § Strategic focus, corporate culture,
§ Management leadership styles § Information & knowledge § Resource scarcity, cost concerns, expertise, demand
§ Communication & collaboration § Technologies patterns Service Relationship management
§ Broad knowledge & deep specialization § Supporting service management § Levels of integration, levels of formality consists of joint activities performed by a service provider and a
§ Common objective § Supporting IT services § Contracts and flexibility, form of cooperation service consumer to ensure continual value co-creation based
§ Break down silo’s § Relationship between components § Responsibility for outputs and outcomes on agreed and available service offerings.

Service Value System (SVS) ITIL 4 Elevator Pitch

§ “Comprehensive guidance for managing IT services in a digital economy”
Purpose: Break down the walls (Silo’s) § ITIL 4 provides a context for Agile and DevOps teams to work in
Create value in the dimension: Value streams & Processes.
Opportunity By working in the Service Value System (SVS):
Value
§ Options & possibilities to § Executing core activities of the Service Value Chain (SVC).
§ Outcome of the SVS § Adhering to adopted principles
add value § Enables value for different § Complying with corporate governance
Demand stakeholders § Using the guidance from practices
§ Need or desire for products § Continually improving
& services
In the SVC, value is created by service teams (as in Agile and DevOps teams) who execute the SVS activities:
Plan, Engage, Design & Transition, Obtain and Build, Deliver & Support

1. Guiding Principles 2. Governance 3. Service Value Chain (SVC) 4. Practices 5. Continual Improvement
Adopt and adapt, universally applicable Refers to COBIT Main activities of value creation.
(Used in SVC activities, support the value streams) Using the improvement model
Can be DevOps or Agile team, supports value streams
Focus on value Collaborate and promote § Adopt/adapt guiding General Management Practices Service Management practices
§ Understand/identify consumer visibility principles § Architecture management § Availability management
§ Map value to outcomes § Right people in correct roles § Check progress against § Continual improvement § Business analysis
§ Information sharing, trust, objectives § Information security management § Capacity & performance management
Start where you are transparency
§ Look objectively at what exists § Check continual § Knowledge management § Change enablement
§ Determine what can be Think & work holistically improvement § Measurement and reporting § Incident management
replicated § Integrate all parts in the § Check if/how value is § Portfolio management § IT asset management
§ Recognize what can’t be reused solution created § Organizational Change management § Monitoring & event management
§ Recognize complexity § Project management § Problem management
Progress iteratively with feedback § Collaboration is key § Relationship management § Release management
§ Work time-boxed & iterative Components:
§ Demand, products & services, Value § Risk management § Service catalog management
§ Use feedback loops Keep it simple & practical § Service financial management § Service configuration management
§ Respond early to failure § Outcome based thinking Activities: (Service or DevOps team) Continual improvement is
§ Strategy management § Service continuity management
§ Create tangible results § KISS, do less, and do it better § Plan (vision, current status & direction) § A component of the SVS - CSI model
§ Supplier management § Service design
§ Improve (continual improvement) § Applied across the organization
Optimize and automate § Workforce and talent management § Service desk
§ Engage (contact with stakeholders) § A General Management practice
§ Optimize first, then automate § Service level management
§ Design & Transition (meet expectations) Technical management practices § Guidance on what you can do
§ Service request management
§ Obtain & Build (make components available) § Deployment management § Continual Improvement Register (CIR)
§ Deliver & Support (deliver according to specs) § Service validation and testing
§ Infrastructure and platform management § “There should at least be a small CSI team”
Notes: § Software development and management § Carried out in the SVC
§ Practices are plug-ins to activities § Continual Improvement practice used
§ For exam; recognize activity from its outputs (Bold printed practices are required for the Foundation exam) during Plan, Improve, Engage, etc.

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ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® 4 Poster: Management Practices General Service Management Technical

Continual Improvement Information Security Management Relationship Management Supplier Management Change Enablement
Purpose: Purpose: Purpose: Purpose: Purpose:
§ Align practices/services to changing business needs § Protect business information § Establish/nurture links with stakeholders at strategic and § Ensure suppliers performances managed to support § Maximize successful IT changes by ensuring risks have
§ Ongoing improvement of all elements involved in § Manage risks to confidentiality, integrity, availability of tactical levels. seamless provision of services. been assessed, authorizing changes, and managing change
efficient/effective management of services. information § Identification, analysis, monitoring and continual § Create collaborative relationships with key suppliers to schedule.
Key activities: § Authentication of identities improvement of relationships. realize value and reduce risk. § A change is the addition, modification, or removal of
§ Encouraging continual organizational improvement § Non-repudiation (ensuring someone can’t deny taking an Ensures that stakeholders’: Activities: anything that could have a direct or indirect effect on
§ Securing time and budget for continual improvement action). § Needs and drivers are understood, § Creating single point of visibility/control to ensure services.
§ Identifying and logging improvement opportunities Security is established by: § Products and services prioritized appropriately consistency: across all products, services, provided by Scope defined by organization:
§ Assessing and prioritizing improvement opportunities § Policies, processes, behaviors, risk management, and § Satisfaction is high suppliers § IT infrastructure, applications, documentation, processes,
§ Making business cases for improvement action controls. § Have constructive relationships § Maintaining a supplier strategy, policy, and contract supplier relationships; anything that impacts a product or
§ Planning and implementing improvements It maintains a balance between: § Complaints and escalations handled through a sympathetic management information service. Focused on products/ services
§ Measuring and evaluating improvement results § Prevention - Ensuring security incidents don’t occur (formal) process § Negotiating and agreeing contracts and arrangements. § Not in scope is organizational change management, which
§ Coordinating organizational improvement activities § Detection - Detecting incidents that can’t be prevented § Requirements conflicts are mediated appropriately. § Managing relationships and contracts with internal and manages people aspects of changes to ensure
§ Maintaining continual improvement register CIR § Correction - Recovering from incidents after they are § Priorities for new or changed products and services are external suppliers organizational transformation.
§ Maturity assessments detected. established and articulated § Managing supplier performance Three types of changes:
§ Implement Lean, Agile, DevOps § Receive products and services that facilitate value creation § Standard - Pre-authorized
§ Embedding CI into the way people think and work § Receive value creation in line with the organization’s § Normal - Authorization based on
§ Leading organizational efforts & strategy and priorities change type
advocate practice § Emergency - Expedited
§ Active participation in CI is part of assessment
everyone’s job
§ Contracts should include: measure,
report, improve

Incident Management IT Asset Management Monitoring & Event Management Problem Management Release Management
Purpose: Purpose: Purpose: Purpose: Purpose:
§ Minimize negative impact of incidents by restoring normal § Plan/manage lifecycle of IT assets § Observe services/components, record/report changes of § reduce likelihood/impact of incidents by identifying § Make new/changed services/features available for use.
service operation as quickly as possible. § Maximize value, control costs, manage risks, support state § causes and managing workarounds and known Definition: Release
§ Incident is an unplanned interruption to a service or decisions to purchase/re-use/retire assets, meet § Identify/prioritize event categories as: infrastructure, Definitions: A version of a service or other configuration item, or a
reduction in quality of a service. regulatory/contractual requirements. services, business processes, information security § Problem - A cause, or potential cause, of one or more collection of configuration items, that is made available for
Incidents: Types of asset management § Establish responses to conditions that lead to potential incidents. use.
§ Low impact Incidents managed not to consume too many § IT asset management (ITAM), aimed at managing lifecycles faults or incidents. § Known error - problem that has been analyzed but has not A release may comprise different infrastructure and
resources. and total costs of IT equipment and infrastructure. An event is any change of state that has significance for the been resolved application components, including documentation, training,
§ Larger impact Incidents require more resources and more § Software asset management (SAM) aimed at managing management of a configuration item (CI) or service § Workaround - solution that reduces/eliminates impact of updated processes or tools.
complex management. acquisition, development, release, deployment, Activities: incident or problem for which full resolution is not yet
Releases can range from very small to very large, involving
§ Target resolution times agreed, documented, maintenance, and retirement of software assets. § Identifying what should be monitored, available. Some workarounds reduce incident likelihood
many components. A release plan will specify the
communicated to ensure expectations IT asset management typical activities: § Establishing monitoring strategy, 3 Phases: combination of new and changed components, and the
§ Separate processes for managing major incidents or § Define, populate, maintain asset register and storage § Implementing/maintaining monitoring, § Problem identification timing for their release.
information security incidents. facilities for assets and related media § Using monitoring tools § Problem control
§ Use different solution groups depending on complexity of A release schedule documents the timing for releases. This
§ Control asset lifecycle with and record all changes § Establishing/maintaining thresholds for events, § Error control
the issue or the incident type. schedule is agreed with customers and stakeholders. A
§ Provide current/historical data, about IT assets § Choosing criteria to define type of event
release post-implementation
§ Audit assets and drive § Establishing/maintaining policies for
review enables learning and
improvements event handling
improvement
§ Implementing processes and
automations to operationalize
defined thresholds, criteria, and
policies.

Service configuration Management Service Desk Service Level Management Service Request Management Deployment Management
Purpose: Purpose: Purpose: Purpose: Purpose:
§ Ensure availability of accurate/reliable information about § Capture demand for incident resolution and service § Set business targets for service performance to § To support agreed service quality by handling pre- defined, § Move new/changed hardware, software, documentation,
service configuration requests. assess/monitor, manage delivery against targets user-initiated service requests effective and user-friendly processes, or other component to live environments.
§ Include information how CIs are configured and their § Single point of contact (SPOC) between service § Service level agreement - A documented agreement § Service request - request from user or user’s § Also involved in deploying components to other
relationships § Provider and users between service provider and customer that identifies representative that initiates a service action which has environments for testing or staging.
Definitions: Other aspects: services required and expected level of service been agreed as a normal part of service delivery Guidance
§ Configuration item: Any component to be managed in § Vital role in delivery of services. Single point of contact for Activities: Scope: § Works with release management, change enablement,
order to deliver an IT service. users Empathetic and informed. § Definition, documentation, management of service levels. § Request for a service delivery action Availability management.
§ Configuration management system: A set of tools, data, § Understanding business context. Influence on user § Provides end-to-end visibility of services. Shared view of § request for information § Approaches for deployment:
and information used to support service configuration experience Escalates to other teams. automated services and service levels with § Request for provision of a resource or service § Phased deployment
management. technology/bots. § Ensures defined service levels through collection, analysis, § Request for access to a resource or service § Continuous delivery (DevOps)
Scope: § Provide self service via online and reporting of metrics § Feedback, compliments, and § Big bang deployment
§ Services, hardware, software portals and mobile applications § Performs reviews to ensure complaints § Pull deployment
§ Networks, buildings, people § Automation reduces phone services meet needs of § Fulfilment of service requests may
§ Suppliers, and documentation contact. organization and customers include changes to services or
§ Captures and reports service issues, their components; usually
including performance against defined standard changes.
service levels.

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ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® 4 Poster: Value Chain activities, inputs and output

Design & Deliver &

Information Demand Plan Improve Engage transition Obtain/ build support Supply
Detailed requirements for services and products provided by customers Output Input
High-level demand for services and products provided by internal and external customers Output Input
Incidents, service requests, and feedback from users Output Input
Marketing opportunities from current and potential customers and users Output Input
Policies, requirements, and constraints provided by the organization’s governing body Output Input
Requests and feedback from customers Output Input
Cooperation opportunities and feedback provided by partners andsuppliers Input Output
Goods and services provided by external and internal suppliers and partners Input Output
Knowledge and information about third-party service components from suppliers and partners Input Output
A product and service portfolio Output Input
Architectures and policies Output Input Input
Contract and agreement requirements Output Output Input Output Output Output
Improvement opportunities and stakeholders’ feedback Output Output Input Output Output Output
Performance information and improvement opportunities Output Input Output Output Output Output
Portfolio decisions Output Input
Strategic, tactical, and operational plans Output
Improvement initiatives and plans Input Output Input Input Input Input
Improvement status reports Input Output Input Input Input Input
Service performance information Output Input Output
Value chain performance information for the governing body Input Output
Value chain performance information, improvement initiatives, and plans Input Output
Change or project initiation requests Output Input
Consolidated demands and opportunities Input Output
Contracts and agreements with external and internal suppliers and partners Output Input Input Input Output
Knowledge and information about third-party service components Input Input Output Input Input Input Output
Product and service requirements Output Input
Service performance reports for customers. Input Output
Stakeholders’ feedback Output Input Output
User support tasks Output Input
Knowledge and information about new and changed products and services Input Input Input Input / Output Input / Output Input
New and changed products and services Output Input
Requirements and specifications Output Input
Service components Input Output Input
Change requests Input Output
Information on the completion of user support tasks Input Output
Product and service performance information Input Input Output
Services delivered to customers and users Input Output

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® 4 Poster: Exercise Material ITIL® 4 Foundation

Political Economical
factors 1 2 factors
Organizations Information
& People & Technology
Products
& Services

Environmental Value Social

factors factors

Partners Value Streams

& Suppliers & Processes
Legal 3 4 Technological
factors factors

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
ITIL® 4 Poster: Exercise Material ITIL® 4 Foundation

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.