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ITIL 4 Foundation notes - 22 pages with exam remarks
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ITIL foundationITIL 4 Edition
Summary chapter 1 -5 (whole book)
Axelos
Global best practice
1
,Chapter 1: Introduction
IT service management: ITSM
ITIL service value system: SVS
The key components of the ITIL 4 framework are the ITL service value system (SVS) and the four
dimensions model.
The ITIL SVS represents how the components and activities of the organization work together to
facilitate value creation through IT-enabled services. The core components of the ITIL SVS are:
ITIL service value chain; ITIL practices; ITIL guiding principles; Governance; Continual
improvement.
The service value chain provides an operation model for the creation, delivery, and continual
improvement of services. It is a flexible model which defines six key activities that can be
combined in many ways, forming multiple value streams.
Guiding principles
Governance
Opportu
nity/ Service Value chain Value
demand
Practices
Continual improvement
Figure: service value system
The four dimensions of service management
ITIL 4 outlines four dimensions of service management, to ensure a holistic approach to service
management, from which each component of the SVS should be considered. The four
dimensions are:
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
2
,Chapter 2: key concepts of service management
2.1. Value and value co-creation
Service management definition: a set of specialized organizational capabilities for enabling
value for customers in the form of services.
Key message: the purpose of an organization is to create value for stakeholders
Value definition: The perceived benefits, usefulness, and importance of something.
2.2. Organizations, service providers, service consumers, and other
stakeholders
Organization, definition: Person or group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
Service providers key message: when provisioning services, an organization takes on the role of
the service provider. The provider can be external to the consumer’s organization, or they can
both be part of the same organization.
Key message service consumers: when receiving services, an organization takes on the role of
the service consumer.
Customer definition: the role that defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
User definition: the role that uses services
Sponsor definition: the role that authorizes budget for service consumption
2.3 Products and services
Key message, configuring resources for value creation: the services that an organization
provides are based on one or more of its products. Organizations own or have access to a
variety of resources (including people, information and technology, value streams and
processes, and partners and suppliers). Products are configurations of these resources, created
by the organization, that will potentially be valuable for its customers.
Services definition: 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.
Product, definition: a configuration of an organization’s resources designed to offer value for a
consumer.
Service offerings key message: service providers present their services to consumers in the form
of service offerings. Service offerings describe one or more services based on one or more
products.
Definition service offering: a formal description of one or more services, designed to address
the needs of a target consumer group. A service offering can include goods, access to resources,
and service actions.
3
, Component Description Examples
Goods Supplied to the consumer A mobile phone
Ownership is transferred to the consumer A physical server
Consumer takes responsibility for future use
Access to Ownership is not transferred to the consumer Access to the mobile
resources Access is granted or licensed to the consumer under network or to network
agreed terms and conditions storage
The consumer can only access the resources during
the agreed consumption period and according to
other agreed service terms
Service Performed by the service provider to address a User support
actions consumer’s needs Replacement of a piece
Performed according to an agreement with the of equipment
consumer
Components of a service offering
2.4 Service relationships
Key message: service relationships are established between two or more organizations to co-
create value. In a service relationship, organizations will take on the roles of service providers
or service consumers. The two roles are not mutually exclusive, and organizations typically both
provide and consume a number of services at any given time.
Definition, service relationship: a cooperation between a service provider and service
consumer. Service relationships include service provision, service consumption, and service
relationship management.
Definition, service provision: activities performed by an organization to provide services. Service
provision includes:
- Management of the provider’s resources, configured to deliver the services;
- Ensuring access to these resources for users;
- Fulfilment of the agreed service actions;
- Service level management and continual improvement.
Service provision may also include the supplying of goods.
Definition, service consumption: activities performed by an organization to consume services.
Service consumption includes:
- Management of the consumer’s resources needed to use the service;
- Service actions performed by users, including utilizing the provider’s resources, and
requesting service actions to be fulfilled.
Service consumption may also include the receiving (acquiring) of goods.
Definition, service relationship management: joint activities performed by a service provider
and a service consumer to ensure continual value co-creation based on agreed and available
service offerings.
4
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