by Nico/YuwanZhang
In the previous article we have mentioned about SVS which is a method to facilitate the creation and deliverance of value which the stakeholders wanna to achieve, including 5 elements which are guiding principles,governace,continual improvement,service value chain and practices. In this article we will provide more details relate to guiding principles,service value chain and practices.
Guiding Principle provide directions to organizations
(a)focus on value ,in the intense competitve market ,if the enterprise wanna to be highly competitive and popular ,the good performance of customer experience(CX) and user experience(UX) play an essential role, in which case , everything what the organization do need to link back to the initial objective --- create the value .
(b)start where you are ,looking what existing now and do not remove anything what has done in the past ,check current utility and warranty of the IT service toconsider which one can be leveraged ,reused ,replicated .
(c)progress iteratively with feedback,as we are in a VUCA world it is benefical for us to comprehend the whole but do things small and step by step, sometimes the enemy like to see us wanna to understand , do and achieve everything at once , because when the things are getting complex and complicated it will be hard to simply it , as a result we need resist temptation to do everything immediately. It is wise to develop the IT services iteratively with feedbacks through working into smaller sections .Changing happen quickly , feedback is our important weapon to iterate the IT services.
(d)Collaborate and promote visibility,as we all agree collaboration and cooperation are better than silo work , team work can facility the productivity , efficiency and effectiveness .In order to increase the likelihood of long-term success of the enterprise, to invlove the right person in the right roles do the right things play a key role.Collaboration doesn't mean consensus as we do not need to make everyone happy at the end , but we need cummunicate in a way every one can listen.
(e)Think and work holistically ,to create and deliver the value in an effective manner ,every internal and external stakeholders need work in an integrated way , handle the activities or processes as a whole ,not as seperate parts.People get different talents and competences ,thus we need use knowledge in every erea , in order to do it we need to work openly and transparently.
(f)Keep it simple and practical ,simplicity is the ultimate sophistication and best way to achieve quick wins.To apply KISS we need use minimum number of steps to accomplish an objective ,thus outcome-based thinking is inevitable.It is easy for us to ignore to eliminate sth that fail to create to value but it will make the system to be more complex .
(g)Optimize and automate, Technology helps to automate simple workso that humans can have more time and energy to do the complex job such as decision making but over-automation can increase costs, reduce robustness and resilience.
Service Value Chain is the central element to SVS
SVC is the center element of SVS which representing the series of steps which an organization takes in the creation of value.
(a)Plan , can ensure the whole organization have a shared understand about vision , goal , status , improvement and so on , since every internal stakeholders can focus one goal - create and deliver value .
(b)Improve,can ensure continual improvement of IT services and processes across .Changing happen quickly nowadays , to stay competitive in the saturate market , the IT services ,information systems and technology need improve continually through the feedback from all level stakeholders .
(c)Engage,can ensure whole understanding of stakeholders' requirements and good relationships with them .
(d)Design & Transition ,can ensure the products , services meet stakeholder expectations all the time including utility , warranty , quality , costs and risks.
(e)Obtain/build ,can ensure the components which contributed to the establish of IT services are available when we need them and meet agreed spectifications .
(f)Deliver & Support,can ensure the products ,services are delivered and supported by the right organizations in a right way to meet stakeholers' expectiation and specifications continually.
ITIL4 Practices used as plug-ins in the SVC
The ITIL SVS includes 14 general management practices, 17 service management practices, and 3 technical management practices. All these practices are subject to the four dimensions of service management. For example , information security managemetn is to protect the information and managing the risks to privacy , confidentiality , integrity and availability of information .Supplier management is to ensure that organization’s suppliers and their performances are managed to support seamless provision of products and services. IT asset management is to plan and manage the full lifecycle of all IT assets, to help the organization maximize value ,control costs,manage risks ,meet regulatory and contractual requirements .Release management is to make new and changed version of services being available for use. Apart these still have many practices . The practices are a set of organizational resources designed for performing work or accomplishingan objective.
References
"ITIL® Foundation", ITIL 4 edition, AXELOS - "ITIL® Foundation Essentials - ITIL 4 Edition - The ultimate revision guide", Claire Agutter, IT Governance Ltd
Rui Manuel Gonçalves Soares(2021)The Guiding Principlesfile https://elearning.novaims.unl.pt/pluginfile.php/102966/mod_resource/content/1/ITSM-2021-22.Aulas.03.The%20Guiding%20Principles.pdf
Rui Manuel Gonçalves Soares(2021) The four dimensions https://elearning.novaims.unl.pt/pluginfile.php/102969/mod_resource/content/1/ITSM-2021-22.Aulas.04.The%20Four%20Dimensions.pdf
Rui Manuel Gonçalves Soares(2021) The service value system https://elearning.novaims.unl.pt/pluginfile.php/102970/mod_resource/content/2/ITSM-2021-22.Aulas.05.The%20Service%20Value%20System.pdf
Rui Manuel Gonçalves Soares(2021) The ITIL4 Practices https://elearning.novaims.unl.pt/pluginfile.php/102978/mod_resource/content/2/ITSM-2021-22.Aulas.07.The%20ITIL%20Practices%20-%20overview.pdf
