Je hoeft geen dure ITIL 4 boekje te kopen. In dit document heb ik H4 en H5 samengevat voor je in maar 10 bladzijdes. Alle belangrijke informatie staat erin, met afbeeldingen zodat je concepten beter begrijpt.
Ik heb ook een samenvatting van Hoofdstuk 1,2 en 3 en een bundel waar het hele boekje s...
, 4. The ITIL Service Value System
4.1. Service Value System Overview
- Service Value System = describes the systematic approach to value
creation, based on the cooperation of all components and activities of the
organization
o All activities, practices, teams, authorities and responsibility need to be
integrated and coordinated in a systematic approach to provide maximum
contribution to value
- Opportunity & Demand -> SVS -> Value
- The component of Service Value System include:
o The ITIL service value chain
o The ITIL practices
o The ITIL guiding principles
o Governance
o Continual improvement
4.2. Opportunity and demand
- The SVS transfers desires and demand into value that is continually co-
created with all stakeholders
- Demand = Opportunities and needs from internal and external stakeholders
- Opportunities = Represent options to add value for stakeholders or
otherwise
4.3. The ITIL guiding principles
- Guiding principles: Recommendations that guide an organization in all
circumstances regardless of changes in its goals, strategies, type of work, or
management structures
- Organizations should use all 7 principles
- There are 7 guiding principles that are part of the SVS:
o Focus on Value
All activities of the organization should focus on creating value
(in)directly, for the organization, its customers and its stakeholders
All staff should focus on value during operational and improvement
activities
This requires a solid understanding of the service consumer and the
way this consumer uses the service and perceives value
The CX and UX play a role in understanding the value for the
consumer
o Start where you are
The organization should investigate, measure and understand
what it already has, before starting improvement activities
This to determine what could be re-used and what should be newly
developed
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