ITIL 4 Foundation 100% verified 2022

ITIL 4 Foundation 100% verified 2022ITIL Describes how the components and activities of an organization interact to create value through IT-enabled services This formerly stood for "Information Technology Infrastructure Library" but is no longer an acronym ITIL ITIL Service Value System ITIL SVS ITIL SVS Describes how the components and activities of an organization interact to create value through IT-enabled services - ITIL Service Value Chain - ITIL Practices - ITIL Guiding Principles - Governance - Continual Improvement The Five Core Components of the ITIL SVS ITIL Service Value Chain Flexible model for the creation, delivery, and continual improvement of Services. Has six key activities. ITIL Practices Enhances flexibility of the SVS and provides a comprehensive and versatile tool set for ITSM practitioners ITIL Guiding Prinicples Help to guide organizational decisions and actions and ensure a shared understanding of ITSM throughout the organization. Helps to codify the organization's culture and behavior, from strategy to day to day operations Governance Enables the organization to maintain the alignment of their operations with the strategic direction determined by its governing body. Continual Improvement Practical improvement model designed to maintain the organization's resilience and agility in a constantly changing environment - Organizations & People - Information & Technology - Partners & Suppliers - Value Streams & Processes Elements of the Four Dimensions Model Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services Value The perceived benefits, usefulness, and importance of something To create value for stakeholders Purpose of an organization Value co-creation Achieved through active collaborations between service providers and customers An Organization A person or group with its own internal functions & own set of responsibilities, authorities, & relationships necessary to achieve its objectives. Service Provider Role an organization takes on when provisioning services. Can be external or part of same organization Service Customer Role an organization takes on when it receives services Customer Person who defines service requirements & takes responsibility for the outcome of service consumption User Someone who uses the provided services Sponsor Person authorizing the budget for the consumed service A Service A means of facilitating outcomes desirable to customers without their having to manage cost & risk. Products Configurations of an organization's resources that are created & supplied by the organization to offer value to the consumers Target Customer Each product is designed for a... Service Offering A formal description of one or more services designed to address the needs of a target customer - Goods - Access to Resources - Service Actions Types of Service Offerings Goods Transferred from the service provider to customer with the latter assuming responsibility for its use (e.g. cell phone). Access to Resources Resources which are granted/licensed to the consumer under agreed-upon terms and conditions. The resources themselves remain under control of the service provider (e.g. mobile network). Service Actions Performed to address the needs of a particular consumer according to the agreement terms (e.g. technical support). Service Relationship Cooperation between service provider & customer which results in value co-creation. - Service Provision - Service Consumption - Service Relationship Management Three things included in Service Relationships Service Provision Activities an organization engages in to provide services Service Consumption Activities an organization engages in to consume services Service Relationship Management Joint activities that the service provider & consumer both engage in to ensure continued value co-creation, according to agreed-upon service offerings. Output A tangible or intangible deliverable of an activity (e.g. brochure at a florist shop). Outcome A result, as perceived by a stakeholder, that is enabled by one or more outputs (e.g. customer feeling satisfied at floral arrangement they ordered). Cost Amount of money spent on a specific resource or activity - Costs removed from consumer - Costs imposed on consumer Costs consumer considers to assess the value of a service Risk A possible event that could cause harm or loss or make the achievement of objectives more difficult - Risks removed from a customer - Risks imposed on a customer Ways service provider manages level of risk on behalf of the customer Utility Functionality offered by a product or service to meet a particular need Utility - What the Service Does - Fit for purpose - Must either support consumer performance or remove consumer restraints. Many services do both Warranty Assurance that a product or service meets agreed-upon requirements Warranty - How a service performs - Fit for use - Related to service levels aligned with the needs of consumers - Addresses areas such as availability of service, capacity, levels of security, and continuity PESTLE: - Political - Economic - Social - Technological - Legal - Environmental External factors which constrain or influence the Four Dimensions Model - Roles & Responsibilities - Formal organizational structure - Culture - Staffing & Competencies The Organizations & People dimension of service management includes these four elements People Key element of organizational culture - Workflow management systems - Knowledge bases - Inventory systems - Communications systems - Analytic tools Five elements included in the Information & Technology dimension of service management Information Management Primary means of enabling customer value for many services - Information Management - How information is exchanged - Information architecture - Security & regulatory compliance - Service technology considerations Focuses of the Information & Technology dimension of service management Cloud Computing Storage-based system for enabling on-demand network access to a shared pool of configurable computing resources - On-demand availability - Network access - Resource pooling - Rapid elasticity - Measured service Characteristics of cloud computing Partners & Suppliers Dimension This dimension of service management encompasses an organization's relationship with other organizations involved with their services as well as contracts & agreements between groups. Service Integration And Management One method for addressing the Partners & Suppliers dimension: SIAM, which means... - Strategic Focus - Corporate culture - Resource scarcity - Cost concerns - Subject-matter expertise - External constraints (social, political) - Demand patterns Seven factors that influence the use of suppliers Value Streams & Processes This dimension of service management defines the activities, workflows, controls, and procedures necessary to achieve agreed-upon objectives Service Value Chain (SVC) Core of the ITIL SVS; a generic operating model that can follow different patterns which are called value streams Value Streams A series of steps undertaken by an organization to create & deliver products & services to customers