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ITIL4

The New Service Value Chain

March 28, 2019

itSMF LA LIG

Introduction – Roc Paez

• 33 years in IT industry

• 25 years with HP Education Services

• 13 years as ITSM/ITIL consultant/instructor

• Contact: [email protected]

mailto:[email protected]

The structure and benefits of the ITIL 4 framework

HU0C1S A.00 - © 2019 Hewlett Packard Enterprise Development LP

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved.

Organization& People

Information& Technology

Partners& Suppliers

Value Streams& Processes

Value

Products& Services

Service value systemFour dimensions of

service management

ITIL 4 service value system


Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved

3

Service Value Chain within the Service Value System



ITIL Service Value Chain



ITIL4 – The 4 Dimensions of Service Management

There are six external factors effecting the four dimensions

ITIL 4 at a glance

8H9P68S B.01 – © Copyright 2017 Hewlett Packard Enterprise Development LP

– 7 Guiding Principles

– 6 Service Value Chain Activities

– 5 Components of the Service Value System

– 4 Dimensions of Service Management

– 3 Categories of Service Management Practices (34)

– 2 Certification Designations

– 1 Service Value System

The ITIL4 Service Value Chain

H9P68S B.01 – © Copyright 2017 Hewlett Packard Enterprise Development LP 9

Service Value Chain within the Service Value System



ITIL Service Value Chain



ITIL 4 Service Value Chain

13

ITIL 4 Service Value Chain

14

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

ITIL 4 Service Value Chain - Engage

15

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

Engage

– Engage

– The purpose of the engage value chain activity is to provide a good

understanding of stakeholder needs, transparency, and continual

engagement and good relationships with all stakeholders.

Service Value Chain - Plan

16

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

Plan

– Plan

– The purpose of the plan value chain activity is to ensure a shared

understanding of the vision, current status, and improvement

direction for all four dimensions and all products and services

across the organization.

Improve

Service Value Chain - Improve

17

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

– Improve

– The purpose of the improve value chain activity is to ensure

continual improvement of products, services, and practices

across all value chain activities and the four dimensions of

service management.

Design & Transition

18

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

Design &Transition

– Design and transition

– The purpose of the design and transition value chain activity is to

ensure that products and services continually meet stakeholder

expectations for quality, costs, and time to market.

Obtain/Build

Obtain/Build

19

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

– Obtain/build

– The purpose of the obtain/build value chain activity is to ensure

that service components are available when and where they

are needed, and meet agreed specifications

Deliver &Support

Deliver & Support

20

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

– Deliver and support

– The purpose of the deliver and support value chain activity is to

ensure that services are delivered and supported according to

agreed specifications and stakeholders’ expectations.

21

Products &Services

Engage

Plan

Improve

Design &Transition

Obtain/Build

Deliver &Support

Demand Value

Applying the Service Value Chain

• Chain links can be connected in any order

• Multiple links can be used for one stream

• Not all links are required for every stream

ITIL 4 Service Value Chain Supported by the 4 Dimensions

22

Engage Plan ImproveDesign &Transition

Obtain/Build

Deliver &Support



Partners& Suppliers

Value Streams& ProcessesValue

Products& Services

ITIL 4 Service Value Chain Supported by Service Management Best Practices

23

Engage Plan ImproveDesign &Transition

Obtain/Build

Deliver &Support



Partners& Suppliers

Value Streams& ProcessesValue

Products& Services

Relationship managementService Desk management

Supplier management

Service DesignRelationship management

Supplier management

Service DesignService Configuration mgmt

Change management

Infrastructure and platformIT Asset managementSupplier management

Incident managementService Desk management

Change management

Continual improvementMeasure and reportingChange management

ITIL 4 – Underpins IT Value Streams with … Non-Prescriptive Flows

24

Obtain/Build

Deliver/Support

Design/Transition

Engage

Plan

Improve

Engage

Design/Transition

Deliver/Support

Plan

Obtain/Build

ITIL 4 – Underpins IT Value Streams with …

25

Obtain/Build

Design/Transition

Deliver/Support

Custom PracticesCustom Practices


Engage


Plan Improve

IT Value Streams

ITIL 4 – Underpins IT Value Streams with … Non-Prescriptive Practices

26

Obtain/Build

Design/Transition

Deliver/Support

Engage Plan Improve

– Availability management

– Business analysis

– Capacity and performance management

– Change control

– Incident management

– IT asset management

– Monitoring and event management

– Problem management

– Release management

– Service catalogue management

– Service configuration management

– Service continuity management

– Service design

– Service desk

– Service level management

– Service request management

– Service validation and testing

– Architecture management

– Continual improvement

– Information security management

– Knowledge management

– Measurement and reporting

– Organizational change management

– Portfolio management

– Project management

– Relationship management

– Risk management

– Service financial management

– Strategy management

– Supplier management

– Workforce and talent management

– Deployment management

– Infrastructure and platform management

– Software development and management

ITIL 4 – Underpins IT Value Streams with … Non-Prescriptive Practices

27

Obtain/Build

Design/Transition

Deliver/Support

Engage Plan Improve

– Availability management

– Business analysis

– Capacity and performance management

– Change control

– Incident management

– IT asset management

– Monitoring and event management

– Problem management

– Release management

– Service catalogue management

– Service configuration management

– Service continuity management

– Service design

– Service desk

– Service level management

– Service request management

– Service validation and testing

– Architecture management

– Continual improvement

– Information security management

– Knowledge management

– Measurement and reporting

– Organizational change management

– Portfolio management

– Project management

– Relationship management

– Risk management

– Service financial management

– Strategy management

– Supplier management

– Workforce and talent management

– Deployment management

– Infrastructure and platform management

– Software development and management

Value streams example A user needs an incident to be resolved


172

Value streams for incident resolution


173

ITIL 4 Service Value Chain AND Incident Restoration (Appendix A)

30

User detects service outage

User updated and resumesusage of service

EngageDeliver &Support

Products &Services

Engage Deliver &Support

DemandValueIncident escalated

Cause of incident found.Change request submitted to resolve

Configuration information used to restore service

Service restored

Improve

Customer satisfaction surveyResults tabulated

Improvements identified

Service Desk contactedIncident logged

Value streams for incident resolution


Value chain

activity / input /

outcomes

Engage,

ImproveDemand

Deliver &

supportEngage Engage

Deliver &

support,

Improve

Value

PracticesSD

IM

SD

IM

IM

CC

SCM

IAM

CI

SD

IM

SD

IM

CI

Service desk, incident management, change control, service configuration management, IT asset management,

continual improvement

173

EngageDeliver &Support

Products &ServicesEngage

Deliver &Support

Demand Value

Customer satisfaction surveyResults tabulated

Improvements identified

Value streams for an error in third-party software

Value chain

activity / input /

outcomes

ValueDemandDeliver &

supportEngage

Deliver &

support,

obtain/ build,

engage

Deliver &

support

Deliver &

support

PracticesSD

IMIM

IM

SM

IM

SRM

DM

SVT*

SD

IM

CI

Service desk, incident management, supplier management, service request management, deployment

management, service validation & testing, continual improvement, release management

Engage,

improveImprove

CI

SVT*

SRM

RelM

DM

IM

SVT*

SRM


Business requirements for a significant new IT service V

alu

e c

ha

in

activity /

inp

ut /

ou

tco

me

s

Pla

n,

de

sig

n

& tra

nsitio

n

De

ma

nd

Pla

n

En

ga

ge

En

ga

ge

Pla

n

Pla

n

Pra

ctice

s

RpM*PfM

*ArM

*SFM

*RMRpM

RpM

*PrM

*BA

Relationship mgt, portfolio mgt, architecture mgt, service financial mgt, risk mgt, project mgt, service design, business analysis, software development

& mgt, service level mgt, availability mgt, capacity & performance mgt, information security mgt, service continuity mgt, measurement & reporting,

incident mgt, service desk, organizational change mgt, deployment mgt, release mgt, problem mgt, continual improvement

En

ga

ge

Ob

tain

/ b

uild

*SDM

*PrM

*SDn

*PfM

Obta

in/b

uild

,

desig

n &

transitio

n,

impro

ve

*SDM

*PrM

*SDn

Ob

tain

/build

,

de

sig

n &

tra

nsitio

n

SLM

*AvM

*CPM

ISM

*SCM

*MR

IM

*SDM

SD

IM

Ob

tain

/build

,

de

sig

n &

tra

nsitio

n,

imp

rove

*SDM

*PrM

*SDn

*OCM

DM

RelM

Va

lue

*PrM

RpM

SLM

*MR

En

ga

ge

, d

eliv

er

& s

up

po

rt,

imp

rove

IM

PM

CI

Valu

e,

imp

rove

*PfM

*PrM

*SDn

RpM

SLM


Ob

tain

/build

,

de

sig

n &

tra

nsitio

n

Management Practices

Definition: Management Practice

A set of organizational resources designed for performing activities to accomplishing an objective

General Management Practices

Service Management Practices

Technical Management Practices

• Availability management• Business analysis• Capacity and performance management• Change control• Incident management• IT asset management• Monitoring and event management• Problem management• Release management• Service catalogue management• Service configuration management• Service continuity management• Service design• Service desk• Service level management• Service request management• Service validation and testing

• Architecture management• Continual improvement• Information security management• Knowledge management• Measurement and reporting• Organizational change management• Portfolio management• Project management• Relationship management• Risk management• Service financial management• Strategy management• Supplier management• Workforce and talent management

• Deployment management• Infrastructure and platform management• Software development

* Purpose and key terms of

15 practices required for the

exam

Thank you

[email protected]

714-404-9786

37

mailto:[email protected]

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