1.
WHAT IS ITSM?
INTRODUCTION TO ITIL
®
V4 FRAMEWORK
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GUIDING PRINCIPLES
GOVERNANCE FRAMEWORK
SERVICE VALUE CHAIN
MANAGEMENT PRACTICES
ITIL
®
SERVICE VALUE SYSTEM (SVS)
CONTINUAL IMPROVEMENT
FOUR DIMENSIONS OF ITIL®

2.
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3.
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4.
A set of specialized
organizational capabilities
for enabling value for
customers in the form of
services
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5.
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Co-creation of value and it’s nature
Business, service provider organization, service consumer/customer, and all the involved stakeholders
Final Product and services
Service relationships & management
Service relationships & management
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6.
®
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7.
Set of Guidelines
It is a set of guidelines that helps an IT practitioner in delivering the best services.
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8.
®
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9.
Opportunity/D
emand
Value
ServiceValue
Chain
Governance
Practices
ITIL
®
SERVICE VALUE SYSTEM (SVS)
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10.
Guiding
Principles
Focus on Value1
Start Where You Are2
Progress Iteratively With Feedback3
Collaborate and Promote Visibility4
Think and Work Holistically5
Keep it Simple and Practical6
Optimize and Automate7
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11.
Opportunity/D
emand
Value
ServiceValue
Chain
Governance
Practices
ITIL
®
SERVICE VALUE SYSTEM (SVS)
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12.
Governance
Governance in ITIL basically refers to the Evaluation, Direction & Monitoring of the
activities in a governing body of any ITSM framework.
01
An organization needs to have proper guidance and establish a proper control
system to successfully achievement of goals and objectives
02
In the new ITIL® 4 frameworks, the role of governance for a successful IT Service Management has
been stressed
03
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13.
Opportunity/D
emand
Value
ServiceValue
Chain
Governance
Practices
ITIL
®
SERVICE VALUE SYSTEM (SVS)
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14.
Service
Value
Chain Opportunity/
Demand
ValueEngage
Obtain/
Build
Deliver and
Support
Products and
Services
Design &
Transition
Improve
Plan
The Service Value Chain (SVC) lies at the core of the Service Value System (SVS) consists
of all the key activities that must be performed for achieving the service value through the
service outputs & outcomes.
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15.
Opportunity/D
emand
Value
ServiceValue
Chain
Governance
Practices
ITIL
®
SERVICE VALUE SYSTEM (SVS)
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16.
Practices
1. Availability Management
2. Business Analysis
3. Capacity and Performance Management
4. Change Control
5. Incident Management
6. IT Asset Management
7. Monitoring and Event Management
8. Problem Management
9. Release Management
10. Service Catalogue Management
11. Service Configuration Management
12. Service Continuity Management
13. Service Design
14. Service Desk
15. Service Level Management
16. Service Request Management
17. Service Validation and Testing
1. Architecture Management
2. Continual Improvement
3. Information Security Management
4. Knowledge Management
5. Measurement and Reporting
6. Organizational Change Management
7. Portfolio Management
8. Project Management
9. Relationship Management
10. Risk Management
11. Service Financial Management
12. Strategy Management
13. Supplier Management
14. Workforce and Talent Management
1. Deployment Management
2. Infrastructure and Platform Management
3. Software Development and Management
Technical Management Practices
Service Management Practices
General Management Practices
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17.
Opportunity/D
emand
Value
ServiceValue
Chain
Governance
Practices
ITIL
®
SERVICE VALUE SYSTEM (SVS)
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18.
Continual
Improvement
Earlier known as Continual Service Improvement (CSI)
This is the process of improving the services, service performance, the
performance of service components, etc., in a continuous manner.
This process is required to ensure that the organization is keeping up with all the
stakeholders’ expectations.
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19.
®
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20.
®
Organizations
& people
Information &
Technology
Partners &
Suppliers
Value Streams
& Processes
Value
Product &
Services
1 2
3 4
Political
Factors
Economical
Factors
Social
Factors
Environmental
Factors
Legal
Factors
Technological
Factors
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21.
Copyright © 2017, edureka and/or its affiliates. All rights reserved.
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22.
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