ITIL describes how organizational components and activities work together to create value in the service value system (SVS). All 4 dimensions:
Must be addressed to ensure a holistic delivery as well as meeting quality and efficiency needs. Failing to address all areas may create services that are undeliverable or fail to meet expectations. These perspectives should be considered in every service as well as any improvement effort.
1. Organizations and People
How people enable an organization should be clearly defined
Develop a culture that allows the organization to meet its strategy and objectives
Every person must have a clear understanding of their contribution (leadership, competencies, skill set, communication…) towards creating value for the organization, its customers and other stakeholders
2. Information and Technology
Includes information and knowledge necessary to manage services as well as the supporting technologies:
3. Partners and Suppliers
Organization’s relationship with other organizations involved in the design, development, deployment, delivery, support, continual improvement of services:
Partners:
Suppliers:
The service integration and management: use an established integrator to coordinate service relationships between various partners and suppliers. Integrator may be within the same organization or delegated to a third party.
4. Value Streams and Processes
How the organization works together (integrated and coordinated) to enable value creation via products and services
Applies to the service value system (SVS) as well as specific products and services:
Value streams define activities/workflows/controls/procedures to achieve agreed objectives:
Value Streams and processes use the same structure as services are created, delivered and improved:
Go back to ITIL 4 Managing Professional Certification Course: Foundation to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.
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