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    ITIL Service Value System

    Uploaded by

    EJ Padua
    ITIL Service Value System

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    © All Rights Reserved
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    ITIL Service Value System

    Uploaded by

    EJ Padua
    62 views10 pages
    ITIL Service Value System

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    ITIL_service_value_system

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    ITIL Service Value System

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    62 views10 pages

    ITIL Service Value System

    Uploaded by

    EJ Padua
    ITIL Service Value System

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 10

    ITIL® 4 Foundation

    THE ITIL®
    SERVICE VALUE
    SYSTEM
    You can download this document to view offline here.

    QA.com
    1
    The ITIL® service
    value system
    In the key concepts of service management module, you learned about the general
    goals of organizations – co-creating value with customers through the provision and
    management of services. In this module, you’ll learn about the system at the heart of
    ITIL® that will help you to achieve this goal; the ITIL service value system (SVS).

    The SVS is made up of five components. You need to be able to describe each of
    these components. We’ll also spend more time on one of the components, the
    service value chain (SVC), which is one of the most important and powerful elements
    of the SVS.

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of


    AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under
    permission of AXELOS Limited. All rights reserved.
    Copyright© AXELOS Limited 2019. Used under permission of AXELOS Limited. All
    rights reserved.

    2
    Contents
    The ITIL® service value system 2

    The ITIL service value system (SVS) 4

    Breaking down the ITIL SVS 5

    The ITIL service value chain (SVC) 7

    Breaking down the ITIL SVC 8

    3
    The ITIL service value
    system (SVS)

    GUIDING
    PRINCIPLES

    GOVERNANCE

    OPPORTUNITY/
    SERVICE VALUE CHAIN VALUE
    DEMAND

    PRACTICES

    CONTINUAL
    IMPROVEMENT

    4
    Breaking down the
    ITIL SVS
    Guiding principles

    These principles form the foundation


    of the ITIL SVS. They are defined as
    ‘…a recommendation that guides an
    organization in all circumstances,
    regardless of changes in its goals,
    strategies, type of work or management
    structure’.

    Governance

    Organizations must be ‘directed and


    controlled’ to effectively respond to
    demand and co-create value with their
    customers.

    5
    Practices

    ITIL 4 has many practices, and you’ll


    learn more about them later in the
    course. They are ‘sets of organizational
    resources designed for performing work
    or accomplishing an objective.’

    Continual
    improvement

    A focus on continual improvement


    needs to be a part of the organizational
    culture. It is ‘a recurring organizational
    activity performed at all levels to ensure
    that an organization’s performance
    meets stakeholder expectations’.

    The ITIL SVC

    The ITIL service value chain is made


    up of a ‘set of interconnected activities
    that an organization performs to deliver
    a valuable product or service to its
    customers’. The SVC has a number of
    activities you might use to successfully
    co-create value with your customers.

    6
    The ITIL service value
    chain (SVC)

    7
    Breaking down the
    ITIL SVC
    Plan
    Planning is key to success because it creates ‘a shared
    understanding of the vision, current status, and
    improvement direction for…all products and services
    across the organization’.

    Improve
    The SVS and SVC are designed to keep the organization
    focused on turning demand into co-created value.
    Through continual improvement, the organization
    maintains a focus on co-creating value.

    Engage
    All the planning and improvement in the world
    won’t help the organization achieve its goal of co-
    created value if it doesn’t engage consistently with all
    stakeholders.

    8
    Design and transition
    Your stakeholders will have specific expectations
    of what your service will provide. The design and
    transition activity helps you continually meet these
    expectations. Services need to be specifically designed
    for the outcome your customer’s value.

    Obtain/build
    Ultimately, if you don’t have a service to deliver, you
    won’t be able to co-create value. This activity focuses
    on either creating or sourcing the service you want to
    deliver.

    Deliver and support


    No matter how fantastic your product is, if you don’t
    deliver it in a consistent way that meets customer
    expectations, you’ll fail to co-create value with your
    customers.

    ITIL® is a registered trade mark of AXELOS Limited, used under permission of


    AXELOS Limited.

    Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS
    Limited. All rights reserved.

    9
    10

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