ITIL Foundation / ITIL4 Edition (Axelos) / Key Messages and Definitions
ISBN 9780113316076
1. Introduction
Services are the main way that organizations create value for themselves and their customers.
Almost every service is IT-enabled.
IT became an important business driver which positions IT service management as key strategic
capability.
Organizations need to balance stability and predictability with operational agility and increased velocity.
Service management is evolving, thus ITIL is.
ITIL4 brings ITIL up to date by reshaping much of the ITSM practices in the wider context of customer
experience, value streams and digital transformation, as well as embracing new ways of working such
as Lean, Agile and DevOps.
ITIL is designed to ensure a flexible, coordinated and integrated system for the effective governance
and management of IT-enabled services.
The ITIL service value system (SVS) represents how the various components and activities of the
organization work together to facilitate value creation through IT enabled services.
The core components are:
The ITIL service value chain
The ITIL practices
The ITIL guiding principles
Governance
Continual improvement
, The ITIL service value chain provides an operating model for the creation, delivery and continual
improvement of services.
2. Key concepts
Service management: a set of specialized organizational capabilities for enabling value for customers of
services.
The purpose of an organization is to create value for stakeholders.
Value: the perceived benefits, usefulness, and importance of something.
Organization: a person or group that has its own functions with responsibilities, authorities and
relationships to achieve its objectives.
Customer: a person who defines the requirements for a service and takes responsibility for the outcomes
of service consumption.
User: a person who uses the service.
Sponsor: a person who authorizes budget for service consumption.
The services that organizations provide 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 suppliers and partners. Products are configurations of these resources, created by the
organization, that will potentially be valuable for its customers.
Services: 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: a configuration of an organization’s resources designed to offer value for a customer.
Service providers present their services to consumers in the form of service offerings, which describe
one or more services based on one or more products.
ISBN 9780113316076
1. Introduction
Services are the main way that organizations create value for themselves and their customers.
Almost every service is IT-enabled.
IT became an important business driver which positions IT service management as key strategic
capability.
Organizations need to balance stability and predictability with operational agility and increased velocity.
Service management is evolving, thus ITIL is.
ITIL4 brings ITIL up to date by reshaping much of the ITSM practices in the wider context of customer
experience, value streams and digital transformation, as well as embracing new ways of working such
as Lean, Agile and DevOps.
ITIL is designed to ensure a flexible, coordinated and integrated system for the effective governance
and management of IT-enabled services.
The ITIL service value system (SVS) represents how the various components and activities of the
organization work together to facilitate value creation through IT enabled services.
The core components are:
The ITIL service value chain
The ITIL practices
The ITIL guiding principles
Governance
Continual improvement
, The ITIL service value chain provides an operating model for the creation, delivery and continual
improvement of services.
2. Key concepts
Service management: a set of specialized organizational capabilities for enabling value for customers of
services.
The purpose of an organization is to create value for stakeholders.
Value: the perceived benefits, usefulness, and importance of something.
Organization: a person or group that has its own functions with responsibilities, authorities and
relationships to achieve its objectives.
Customer: a person who defines the requirements for a service and takes responsibility for the outcomes
of service consumption.
User: a person who uses the service.
Sponsor: a person who authorizes budget for service consumption.
The services that organizations provide 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 suppliers and partners. Products are configurations of these resources, created by the
organization, that will potentially be valuable for its customers.
Services: 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: a configuration of an organization’s resources designed to offer value for a customer.
Service providers present their services to consumers in the form of service offerings, which describe
one or more services based on one or more products.
