In this presentation on ITIL4 Foundation, we will explain why ITIL is important, what exactly it is, how it changed over time, some of its advantages, its different types, and the different ITIL certifications available. The presentation will also help you understand how ITIL helps with maximizing value to clients by aligning the goals of the service provider along with the requirements of end-users. Each of the iterations of ITIL is also explained in detail. Now, let's jump into this ITIL 4 Foundation presentation:
Below topic are explained in this ITIL 4 Foundation training:
1. What is ITIL 4?
2. Elements of ITIL:
- Four dimensions
- ITIL service value system
3. ITIL 4 Certification
4. Companies using ITIL
What are the career benefits of this ITIL® 4 Certification?
ITIL® certification is one of the primary requirements for professionals who want to learn and understand the fundamental concepts of ITIL frameworks to enhance the quality of IT Service Management. ITIL certified professionals can earn 40 per cent more than their non-certified peers. This ITIL certification is best suited for:
- IT executives
- IT architects
- Business operation managers
- IT audit managers
- IT planners and consultants
- Database administrators
- ITSM trainers
- Service delivery professionals
- Quality analysts
- Application management and development teams
- IT managers and support managers
What are the course objectives?
ITIL® 4 is the latest release of the ITIL framework, designed to provide a more practical viewpoint to the ITIL lifecycle with best practices from other complementary platforms such as Agile, DevOps and Lean. The objective of this course is to provide a foundational level of understanding of the ITIL 4 framework, key elements, concepts and terminologies associated with ITIL service lifecycle, and how it has evolved to adopt modern technologies and operational processes. The course covers all necessary concepts in the service management framework to support candidates studying for the ITIL 4 Foundation Certification Exam.
What skills will you learn?
Upon completion of this ITIL Certification training you will learn:
- Concepts, key principles and process models required to pass the ITIL 4 Foundation exam.
- How ITIL principles can help an individual understand and apply IT service management in their organization.
- How to improve customer experience and ITSM efficiency with the help of ITIL tools and techniques.
- The purposes and key terms of 15 ITIL practices.
- Industry best practices for deploying IT services.
Learn more at https://www.simplilearn.com/it-service-management/itil-foundation-training
5. Imagine two employees discussing ITIL
Large, medium, and small
organizations across the world
use ITIL in order to improve the
value of their services
6. Imagine two employees discussing ITIL
Large, medium, and small
organizations across the world
use ITIL in order to improve the
value of their services
But how can ITIL improve an
organization’s performance?
7. Imagine two employees discussing ITIL
With ITIL, an organization
doesn’t just save money but
also works more effectively
But how can ITIL improve an
organization’s performance?
8. Some of the other benefits are:
Reduced IT costs
Enhanced IT services
Improved productivity
Better management of business risk and service disruption
Improved customer satisfaction by delivering efficient services
Provides guidance to address service management challenges
9. With ITIL, an organization
doesn’t just save money, but
also works more effectively
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
10. ITIL 4 is the latest update
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
11. It focuses on:
• Practical approach on how to manage the
core principles of quality service
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
12. It focuses on:
• Practical approach on how to manage the
core principles of quality service
• How to implement ITIL from large to small
organizations
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
13. It focuses on:
• Practical approach on how to manage the
core principles of quality service
• How to implement ITIL from large to small
organizations
• And how ITIL can be utilized with
frameworks such as Agile, Lean ,and
DevOps
That’s great. Which is the
latest ITIL framework? And
what’s new about it?
14. What’s in it for you?
1. What is ITIL 4?
2. Elements of ITIL:
Four dimensions
ITIL service value system
3. ITIL 4 certification
4. Companies using ITIL
ITIL
16. What is ITIL 4?
ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
17. What is ITIL 4?
ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
ITIL4 helps all organizations to deliver IT services using the most efficient methods
18. What is ITIL 4?
ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
ITIL4 helps all organizations to deliver IT services using the most efficient methods
The goal is to improve efficiency and achieve predictable service delivery
19. What is ITIL 4?
ITIL is a set of frameworks for IT service management that helps in aligning IT services with the requirements of a
business
ITIL4 helps all organizations to deliver IT services using the most efficient methods
The goal is to improve efficiency and achieve predictable service delivery
???
20. What is ITSM?
• ITSM stands for Information Technology Service Management
21. What is ITSM?
• ITSM stands for Information Technology Service Management
• It focuses on how an organization maintains IT services for customers
22. What is ITSM?
• ITSM stands for Information Technology Service Management
• It focuses on how an organization maintains IT services for customers
• Also, it controls various activities involved in a process (activities like planning, designing, delivering, deploying, and
managing services)
23. What is ITIL 4?
ITIL 4 emphasizes the importance of value creation, rather than just delivering services
25. What is ITIL 4?
Outcome
ITIL 4 focuses on:
Value
26. What is ITIL 4?
Services
relationships
Outcome
Co-creating of
value
ITIL 4 focuses on:
Value
27. What is ITIL 4?
Services
relationships
Outcome
Managing specific
costs and risks
Co-creating of
value
ITIL 4 focuses on:
Value
28. What is ITIL 4?
Value
Value must be clearly defined as
the purpose of an organization is
to create value for its stakeholders
29. What is ITIL 4?
Value
Outcome
An outcome is a result of the
service. They are specific
and help you know whether
you have reached your goal
30. What is ITIL 4?
For example, an output of wedding
photography is the photo album, but the
outcome is the satisfaction that is
experienced by the client when looking at
the album
Output Output
Outcome: Poor customer
experience
Outcome: Good customer
experience
31. What is ITIL 4?
Value
Outcome
In order to deliver high-
quality output, the service
provider should maintain an
interactive relationship with
its stakeholders
Co-creating of
value
32. What is ITIL 4?
Service
provider
Consumer
For example, co-creation is a
business strategy which helps
consumer receive the result
based on their requirements
Mayonnaise
Chilly
sauce
Double
cheese
ExtrasExtras
GIF credits: pachoice
Consumer feedback
33. What is ITIL 4?
Value
Outcome Co-creating of
value
Managing specific
costs and risks
The amount of money spent on a
specific activity or resource should
be managed wisely
34. What is ITIL 4?
For example, the value of
the service is directly
affected by costs and risks
Starbucks has offered internet access to his customers
35. What is ITIL 4?
How to identify whether a service is
delivering value to the consumer and
meeting their requirements?
36. What is ITIL 4?
How to identify whether a service is
delivering value to the consumer and
meeting their requirements?
Solution: This can be identified by evaluating the utility and warranty of the service
37. What is ITIL 4?
How to identify whether a service is
delivering value to the consumer and
meeting their requirements?
Utility is the functionality
offered by a product in
order to meet a specific
requirement
Solution: This can be identified by evaluating the utility and warranty of the service
38. What is ITIL 4?
Utility is the email service provided to the customer
For example
Solution: This can be identified by evaluating the utility and warranty of the service
39. What is ITIL 4?
Warranty refers to fit to use by
ensuring:
• Service Availability
• Information Security
• Service Capacity
• Service Continuity
Warranty provides
customer with a certain
assurance of the product/
service
Solution: This can be identified by evaluating the utility and warranty of the service
40. What is ITIL 4?
Warranty is the availability, security, capacity, and continuity of
the email service
For example
Solution: This can be identified by evaluating the utility and warranty of the service
42. Elements of ITIL 4
The key elements of ITIL 4 are:
Four dimensions ITIL service value
system
43. Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
44. Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
45. Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
46. Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
• Partners and suppliers
47. Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
48. Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Four dimensions
ITIL is a holistic approach, which defines four
dimensions to deliver a valuable output to
stakeholders
The four dimensions are:
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
49. Four dimensions
An organization requires a culture
that follows its principles and
supports its objectives in order to
produce better outcomes
Organizations and people
50. Four dimensions
An organization requires a culture
that follows its principles and
supports its objectives in order to
produce better outcomes
Organizations and people Information and technology
This includes information and
knowledge as well as the
technologies required for service
management
51. Four dimensions
Information and technology
This includes information and
knowledge as well as the
technologies required for service
management
It focuses on an organization’s
relationship with businesses that
are involved in the design,
deployment, delivery, support, and
continual improvement of services
Partners and suppliers
52. Four dimensions
It focuses on an organization’s
relationship with businesses that
are involved in the design,
deployment, delivery, support, and
continual improvement of services
Partners and suppliers Value and streams
A value stream is a series of steps
that an organization uses to create
and deliver products and services to a
consumer, whereas a well-defined
process is a set of activity that
transforms inputs to outputs
53. Four dimensions
Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Political
factors
Environmental
factors
Legal factors Technological
factors
Social factors
Economical
factors
The six external factors; PESTLE factors; affects the four dimensions; positively or negatively
54. Four dimensions
Organisations
and people
Information and
technology
Partners and
suppliers
Values and
streams
Products &
services
Value
Political
factors
Environmental
factors
Legal factors Technological
factors
Social factors
Economical
factors
The six external factors; PESTLE factors; affects the four dimensions; positively or negatively
Each dimension is affected
by multiple factors
55. ITIL service value system
The key elements of ITIL 4 are:
Four dimensions ITIL service value
system
59. Service value system
Value created
The opportunity refers to
the needs/ requirements of
the consumers
/customers, realised by
the service provider to fulfil
60. Service value system
Value createdDemand represents the
requirement for products
and services from
customers
62. Guiding principles
The guiding principles help in providing a comprehensive vision of how an organization should manage a service
63. Guiding principles
The guiding principles help in providing a comprehensive vision of how an organization should manage a service
The seven principles are:
Focus on value Start where you are Progress iteratively with
feedback
Collaborate and promote
visibility
Think and work
holistically
Keep it simple and
practical
Optimize and
automate
64. Guiding principles
Every task an organization does
should create value for
stakeholders; especially it should
encourage to focus on user
experience
Focus on value
65. Guiding principles
Everything the organization does
should create value for
stakeholders, especially it
encourages to focus on user
experience
Focus on value Start where you are
One has to assess & analyse the
current scenario to identify and
improve. for example: Assessing and
analysing the current processes to
identify & improve
66. Guiding principles
Opt for feedback during every
iteration of your work. Always
ensure to organize work into small
and manageable sections which
can lead to quick results
Progress iteratively with feedback
Start where you are
One has to assess & analyse the
current scenario to identify and
improve. for example: Assessing and
analysing the current processes to
identify & improve
67. Guiding principles
Opt for feedback during every
iteration of your work. Always
ensure to organize work into small
and manageable sections which
can lead to a quick result
Progress iteratively with feedback Collaborate and promote visibility
Collaborate with customers, users,
suppliers, etc. who are involved in
your services as it helps in creating
much higher value
68. Guiding principles
Collaborate and promote visibility
Collaborate with customers, users,
suppliers, etc. who are involved in
your services as it helps in creating
much higher value
Create a process that adds value
to your customers’ business, and
identify different ways to enhance
the performance of the process
Think and work holistically
69. Guiding principles
Create a process that adds value
to your customers’ business, and
identify different ways to enhance
the performance of the process
Think and work holistically Keep it simple and practical
Opt for minimum steps that are
correct and do not add processes that
create no value for your stakeholder
70. Guiding principles
Automate the tasks and make use
of your resources efficiently
Optimize and automate Keep it simple and practical
Opt for minimum steps that are
correct and do not add processes that
create no value for your stakeholder
71. Governance
It is responsible for Evaluating,
Directing & Monitoring the ITSM, by
adopting the Guiding principles, along
with/without principles defined in the
organization.
72. Governance
There are three main activities in governance:
Direct
ITIL
Governance
Evaluate Monitor
Direct
MonitorEvaluate
73. Governance
This performs a regular review of
the services based on the
stakeholder’s requirements
Evaluate
74. Governance
Here, management
provides direction to people in
order to achieve
organizational goals
Direct
This performs a regular review of
the services based on the
stakeholder’s requirements
Evaluate
75. Governance
Here, management
provides direction to people in
order to achieve
organizational goals
Direct
It monitors the performance of the
organization and checks whether
its practices, products, and
services are in line with the
direction given by the governing
body
Monitor
This performs a regular review of
the services based on the
stakeholder’s requirements
Evaluate
76. Service value chain
A set of interconnected activities
that an organization performs to
deliver a valuable product or
service to its consumers
78. Service value chain - Plan
This activity includes creating
plans, portfolios, architectures,
policies, etc. provided by the
organization
Plan
People contributing to this
activity must have great
analytic and management
skills
79. Service value chain - Engage
This activity includes creating
plans, portfolios, architectures,
policies, etc. provided by the
organization
Plan Engage
Here, the organization needs to have
a good understanding of
stakeholders’ (users, customers or
suppliers) requirement and should
continue to maintain a good
relationship
People need skills and
competence in negotiation
and communication
80. Service value chain – Design and transition
Engage
Here, the organization needs to have
a good understanding of
stakeholders’ (users, customers or
suppliers) requirement and should
continue to maintain a good
relationship
It focuses on creating and
releasing new and changed
services
Design & transition
People contributing to this
activity must have a
comprehensive
understanding of service
management
81. Service value chain – Obtain/ build
It focuses on creating and
releasing new and changed
services
Design & transition- Obtain/ build
This focuses on software
development and management of
cloud infrastructure and third-party
services
82. Service value chain – Deliver and support
Obtain/build
This focuses on software
development and management of
cloud infrastructure and third-party
services
It ensures that services are
delivered and supported in a way
that meets stakeholders’
expectation
Deliver and support
People contributing to this
activity need to be very
good at prioritizing and
managing complex
workloads
Note: Services such as resolving incidents, monitoring applications and infrastructure, generating
reports etc.
83. Service value chain - Improve
It ensures that services are
delivered and supported in a way
that meets stakeholders’
expectation
Deliver and support Improve
This focuses on software
development and management of
cloud infrastructure and third-party
services
86. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
87. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories: General management
practices which are applicable
across the organization for the
success of the business and
services provided by
organization
88. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The ITIL 4 general management practices include:
• Information security management
• Relationship management
• Strategy management
• Portfolio management
• Architecture management
• Service financial management
• Workforce and talent management
• Continual improvement
• Measurement and reporting
• Risk management
• Knowledge management
• Organizational change management
• Project management
• Supplier management
89. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Information Security
management should ensure
safeguarding the confidentiality,
integrity & availability of
information and assets of the
organisation
The ITIL 4 general management practices include:
• Information security management
• Relationship management
• Strategy management
• Portfolio management
• Architecture management
• Service financial management
• Workforce and talent management
• Continual improvement
• Measurement and reporting
• Risk management
• Knowledge management
• Organizational change management
• Project management
• Supplier management
For instructor - For a better understanding we are
explaining only first two points in detail
90. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:The purpose of relationship
management is to maintain a
good relationship between the
organization and its stakeholders
The ITIL 4 general management practices include:
• Information security management
• Relationship management
• Strategy management
• Portfolio management
• Architecture management
• Service financial management
• Workforce and talent management
• Continual improvement
• Measurement and reporting
• Risk management
• Knowledge management
• Organizational change management
• Project management
• Supplier management
For instructor - For a better understanding we are
explaining only first two points in detail
91. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
92. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
Service management
practices which are applicable
for specific service which are
being developed, deployed,
delivered and supported in an
organization environment.
93. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• IT asset management
• Monitoring and event management
• Business analysis
• Service catalogue management
• Service design
• Service level management
• Availability management
• Capacity and performance management
• Service continuity management
• Service desk
• Incident management
• Service request management
• Problem management
• Release management
94. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• Service validation and testing
• Service configuration management
• Change control
95. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• IT asset management
• Monitoring and event management
• Business analysis
• Service catalogue management
• Service design
• Service level management
• Availability management
• Capacity and performance management
• Service continuity management
• Service desk
• Incident management
• Service request management
• Problem management
• Release management
IT assets management is responsible
for ensuring that the valuable assets
(infrastructure, application, etc.)
required to deliver services are
maintained properly
96. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The service management practices in ITIL 4 include:
• IT asset management
• Monitoring and event management
• Business analysis
• Service catalogue management
• Service design
• Service level management
• Availability management
• Capacity and performance management
• Service continuity management
• Service desk
• Incident management
• Service request management
• Problem management
• Release management
It emphasizes on generating and
detecting the status of the IT service,
CI and monitoring tool
97. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
98. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories: Technical management practices have been
adapted from technology management domains
for service management purposes by expanding
or shifting their focus from technology solutions
to IT services
99. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:
The ITIL 4 technical management practices include:
• Deployment management
• Software development and management
• Infrastructure and platform management
100. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:Deployment practice helps to design,
manage, and control the build, test,
and deployment of releases, in order
to deliver new functionality required by
the business
The ITIL 4 technical management practices include:
• Deployment management
• Software development and management
• Infrastructure and platform management
101. Practices
1. General management practices
2. Service management practices
3. Technical management practices
The practices are divided in to 3 major categories:It focuses on enhancing the quality of
software development and ensures
to provide the required functionality for
IT services
The ITIL 4 technical management practices include:
• Deployment management
• Software development and management
• Infrastructure and platform management
103. Continual improvement
The ITIL continual
improvement model
To support continual improvement at all levels, ITIL SVS includes:
104. Continual improvement
The ITIL continual
improvement model
The continual improvement
practice
To support continual improvement at all levels, ITIL SVS includes:
105. Continual improvement
To support continual improvement at all levels, ITIL SVS includes:
The ITIL continual
improvement model
The improve service value chain
activity
The continual improvement
practice
106. Continual improvement
It offers a structured approach
to the organization in order to
bring improvements
The ITIL continual improvement
model
107. Continual improvement
It offers a structured approach
to the organization in order to
bring improvements
It establishes continual
improvement into the service
value chain
The ITIL continual improvement
model
The improve service value chain
activity
108. Continual improvement
It offers a structured approach
to the organization in order to
bring improvements
It establishes continual
improvement into the service
value chain
It supports organizations in their
day-to-day improvement efforts
The ITIL continual improvement
model
The improve service value chain
activity
The continual improvement
practice
109. Continual improvement
For example: What is the
vision?
At what stage
are we now?
Where do we
want to be?
How do we achieve
our goal?
Take action
Did we achieve our
goal?
Objectives and
business vision
Perform baseline
assessments
Define your goals
Define your
improvement plan
Execute
improvement actions
Evaluate your
metrics
Feedback
111. ITIL 4 Certification
Purpose of ITIL 4 Foundation:
ITIL 4 Foundation is the entry-level
certification, which offers basic knowledge
of ITIL, key elements, core concepts, and
the terminology used in ITIL 4
113. Duration of the exam: 1 hour
Total multiple-choice questions: 40
Minimum marks to pass the exam: 26 (i.e.,65%)
1 question is of 1 mark
No negative marking
ITIL 4 Certification
ITIL 4 Foundation exam format
115. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
116. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
IT service management
was facing issues to
maintain up-to-date and
accurate information on
their application
117. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
The company’s management system
had difficulty in identifying the right
costumes for their cast members and
schedule swaps when necessary
IT service management
was facing issues to
maintain up-to-date and
accurate information on
their application
118. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney is one of the famous companies that has adopted ITIL
Challenges
Below are the following issues that Disney had earlier:
The company’s management system
had difficulty in identifying the right
costumes for their cast members and
schedule swaps when necessary
It was a challenge to
maintain the availability
of assets for the
customers
IT service management
was facing issues to
maintain up-to-date and
accurate information on
their application
119. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Disney adopted ITIL in the year 2008
Solution
Improved service delivery and performance
120. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Solution
Improved service delivery and performance
100% availability of assets
Disney adopted ITIL in the year 2008
121. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Solution
Improved service delivery and performance
100% availability of assets
Improved reliability, maintainability and scalability of IT
services
Disney adopted ITIL in the year 2008
122. Companies using ITIL
Ever wondered why is
Disney using ITIL?
Solution
Improved service delivery and performance
100% availability of assets
Improved reliability, maintainability and scalability of IT
services
Increase in customer engagement
Disney adopted ITIL in the year 2008
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
Its is a major update to ITIL since 2007, and introducing a holistic approach to service management and focuses on end-to-end service management from demand to value
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
value is co-created through an active collaboration between providers and consumers
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
ITIL 4 emphasizes the importance of value creation, rather than just delivering services.
The value of the service is directly affected by the balance of these added and removed costs and risks.
How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
How to identify whether a service is delivering value to the consumer and meeting their requirements of the service provider?
Change in leadership within an organization, Change in interest rates, gas prices or talent can result in an organization’s services being overpriced or unprofitable, People’s preferences and perceptions change over time,
Change in leadership within an organization, Change in interest rates, gas prices or talent can result in an organization’s services being overpriced or unprofitable, People’s preferences and perceptions change over time,