1. Service value system enables HVIT
How does ITIL address the need for speed ?
Digital technology is central in the co‐creation of value:
2. Four Dimensions of Service Management (FDSM)
2.1 HVIT & Organizations and People Differentiating digital technology is often managed as part of primary business activit:
IT and business staff often co‐located No SLAs because no separate organization delivering services but still need metrics and KPIs |
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2.2 HVIT & Information and Technology Higher demands:
Information is a valuable resource. IT should be aware of what data they have and how it could be better used More use of real time information (alert to incident flow, collaboration tools…) AI/ML growth will need good information and knowledge |
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2.3 HVIT & Partners and Suppliers Extensive use of purchased products or services (cloud infrastructure, platforms, software...):
Use of external experts/consultants |
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2.4 HVIT & Value Streams and Processes Best to create a unique value stream for each digital product/service:
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2.5 HVIT & External Factors
An organization is impacted by external factors across all four dimensions (PESTLE):
Couple with volatility, uncertainty, complexity, ambiguity (VUCA), definite need for effective management
3. Service Value System
3.1 Governance and management
Governance directs and controls the organization: evaluates, sets direction for managers, evaluates performance
Managers plan, build, organize, and improve the organization
In digitally enabled organizations:
3.2 Reconstructing for service agility
Traditional management is often based on specialization, prescriptive processes, performance targets
Knowledge work and service provision is different:
Retain detailed procedures for predictable work (provision of a standard laptop to a new employee, etc…)
3.3 VUCA
VUCA is a serious managerial challenge:
Assess the context, act, fail, learn from the failure
Fewer long‐term plans, more evolutionary approaches:
Practitioners play an active role in performance and management
3.4 Service interactions Takes place when consumer makes use of provider’s service offering Service offering can include service actions, access to resources, and goods Service consumer interacts with service provider’s resources/p> Service provider interacts with service consumer’s resources Band of visibility determines what resources are visible to each other:
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Go back to ITIL 4 Managing Professional Certification Course: High Velocity IT (HVIT) to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.
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