by Nico/YuwanZhang
Before we talking about IT Service Management , it is very important for us to know what is ITIL4 and how important it is to ITSM.
ITIL Provide a source of practices in IT Service Management
(a)ITIL-IT Infrastructure Library , it provide a source of practices in IT Service Management ,such as information security management,relationship management,IT asset management ,service configuration management,supplier management and so on . ITIL 4 is newest version established in 2019 which it is useful to achieve the standard.
(b)ITIL4 leverage value creation to the customers by adoption of a framework of practices that unit all department of IT service provision , there is one single goal - delivering value to the business.
(c)ITIL4 is vendor - neutral which offers effective , robust practices to all types of service organizations , such as public sectors, internal service providers,external service providers, small/medium/large enterprises and so on .
(d)ITIL4 offer the knowledge , intelligence ,practical experiences by the best-in-class service providers in the whole world .
We are living in a VUCA world
VUCA=volatility+uncertainty+complexity+ambiguity.We are in a situation that constant and unpredictable change are happening every day in our lives. As IT service provider , we need treat IT as an "business" not only because intense competition such as outsourcing but also IT aids businesses .
(a)IT aids existing business through the adoption of techonology infrastructured which can increase the productivity , efficiency ,effectiveness and so on .
(b)IT enables new types of business, we are living in a world change frequently , so how we come up with new business to adapt to the change is important and IT is the key asset to found new businesses.
ITIL4 key four dimensions model
The ITIL4 four dimensions represent a holistic approach to IT service management which all departments and organizations should focus all these four dimensions when they are providing IT information systems to end users . Additionally , the impact of external factors PESTLE should also be considered (a)Organizations & People ,complexity of organization is growing ,so the effectiveness and efficiency of organization is not only depend on a formal structure of authority or a strict working procedures but also depend on the culture ,capicity and competency of organizaiton.
(b)Information & Technology ,as we mentioned before that IT aids the development of business,and IT also aids the service management , for example, the flow of information are becoming more and more essential . IT and facilitate the information flow , such as knowledge protal, customer desk and so on.
(c)Partners & Suppliers , nowadays PaaS , SaaS are becoming popular , because recent trends are provide technical infrastructures as a Service by bundling goods and services into a product package as a utility to the customers. Some companies are depend on outsourcing ,so the relationship between the enterprise and suppliers or partners will be important because it can affect the warranty of the IT service.
(d)Value stream & Processes , to enable value creation need different activities and practices to be organized in an effective manner .Value stream is a series of steps which a company undertake to creat and deliver the value to all stakeholders and value streams can be multiples depend on the particular sceanrios , such a development of a new website , resolution of an incident all can be a value stream . To transfrom the input to output to accomplish one goal need a series of activities , that is processes. well-designed processes can improve productivity across organizations.
ITIL service value system (SVS)
SVS is a flexible method, it can be used in any way and any IT environments.Firstly when we are appoaching this method , we need focus on the four dimensions which was mentioned previously.
The creation and deliverance of value which all stakeholders wanna to acchieve need multile activities and various components to operate , such SVS is the solution to facilitate the value creation and deliverance. SVS include 5 components , they are :
(a)Guiding Principles give directions , it a recommendation to guide an organizaiton in all circumstances , to create the foundation for an organization's culture and behavior from decision making to day-to-day operations , to support successful actions and good decison at all levels .
(b)Governance is about "doing the right things" and maintaining proper policy and procedures to ensure IT is "doing the thing right" . it includes defining roles, responsiblities , accountabilities , measuring ,reporting and so on to solve any incident , error and issue.
(c)SVC-Service Value Chain is the central and important component of SVS ,representing series of steps that an organization need to undertake to create and deliver the value which stakeholders wanna to achieve. Each activity belong to SVC transform the inputs to outputs, and every activity depend on ,interact with each other .
(d)ITIL4 Practices ,used as plug-ins for activities subject to four dimensions in the SVC which including 14 general management practices , 17 service management practices and 3 technical management practices, providing a source of practices in IT Service Management .
(e)Continual management,to maximize the productivity and effectiveness of IT services , every person who contribute to the provision of a IT service have the obligation to keep continual improvement in mind , iteration pay an infratructual role to make the IT service upgrate continually and to make the enterprise being competitive in the saturate all the time .
References
"ITIL® Foundation", ITIL 4 edition, AXELOS - "ITIL® Foundation Essentials - ITIL 4 Edition - The ultimate revision guide", Claire Agutter, IT Governance Ltd
