ITIL® 4 Foundation
1
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
INTRODUCE YOURSELF
2
INTRODUCTION






Name
Professional experience
Current role
What you know about ITIL?
Any previous ITIL certifications
What you expect from the session?
3
COURSE AGENDA
• Course duration
– 2 Days
• Timings
– 9am – 6pm
• Breaks
– Tea Break – 10:30am till 10:45am
– Lunch Break – 1pm till 2pm
– Tea Break – 4pm till 4:15pm
• Sample Paper
– Mock exam on second day 3pm till 4pm
• Exam
- Second day 4:30pm till 5:45pm
4
BLOOM’S TAXONOMY
6. Evaluation
5. Synthesis
4. Analysis
3. Application
2. Comprehension
1. Knowledge
ITIL 4
Foundation
Bloom’s Taxonomy is used to categorize learning objectives
and, from there, assess learning achievements.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
5
INTRODUCTION
6
2018
2011
The
guiding
principles
Service
value
system
2016
The service
lifecycle
Business
alignment
2007
First of the
ITIL books
are
published
Service
delivery
and
support
1989
1980s
What does
good
look like ?
2000 - 01
THE EVOLUTION OF ITIL
ITIL 4 provides the guidance organizations need to address changing service
management challenges and utilize the potential of modern technology
7
ITIL 4 Update Timeline
LAUNCH FDN
LAUNCH OF
UPDATE PROGRAM
ALPHA TEST
BETA TESTING
& TRAINER
READINESS
Guide
R&D
Q4 ‘17
Exam
Final Tests
USER TESTING
Q1 ‘18
To Market
Q4 ‘18
Q2 ‘18
OCT ‘18
Q1 ‘19
ITIL V3 Qualification Scheme
ITIL Master
ITIL Expert
Need 22 Credits to become ITIL Expert
5
SS
SD
ST
SO
CSI
3
3
3
3
3
PP&O
4
SO&A
4
RC&V
4
OS&A
4
Service Capability Modules
Service Life Cycle Modules
2
5
Managing Through Life Cycle
ITIL Foundation
2
PP&O - Planning protection and optimization
SO&A - Service offerings and agreement
RC&V - Release, control and validation
OS&A - Operational support and analysis
Copyright of
9
ITIL 4 CERTIFICATION SCHEME
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
10
Next Steps
LAUNCH MP & SL
LAUNCH FDN
CORE & SUPPLEMENTARY GUIDANCE
EXAMS
R&D
Q1 ‘19
To Market
H2 ‘19
ITIL MANAGING PROFESSIONAL
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
12
COURSE CONTENT
1. Key Concepts of Service Management
i. Definitions
ii. Creating Value
iii. Service Relationship
2. Guiding Principles – Adopt & Adapt
i.
ii.
Use and interactions
Explanations
3. Four Dimensions of Service Management
i.
Four Dimensions – Description
4. ITIL Service Value System
i.
ITIL Service Value System – Description
5. Service Value Chain activities
i.
ii.
Nature of Service Value Chain
Input, Output and Purpose
6. Key terms of 18 ITIL Practices
i.
ii.
Purpose of ITIL Practices
Definitions of ITIL Terms
7. Understand 7 ITIL Practices
i.
13
Detailed Explanation
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
KEY CONCEPTS
OF
SERVICE MANAGEMENT
14
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE MANAGEMENT
Technology is advancing faster today than ever before. Developments such
as Cloud Computing, Infrastructure as a Service (IaaS), Machine Learning and
Blockchain have opened fresh opportunities for value creation, and led to IT
becoming an important business driver and source of competitive
advantage.
Every organization is a
Almost all services today
service organization
are IT enabled
Service Management is defined as a set of specialized organizational
capabilities for enabling value to customers in the form of services.
15
KEY CONCEPTS
Organization : A person or a group of people that has its own functions
with responsibilities, authorities and relationships to achieve its objectives.
Customer: A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
User: A person who uses services.
Sponsor: A person who authorizes budget for service consumption.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
16
ITL Practices
VALUE
Output: A tangible
or intangible
deliverable of an
activity.
Outcome: A result
for a stakeholder
enabled by one or
more outputs.
Risk: A
possible event
that could
cause harm or
loss, or make it
more difficult
to achieve
objectives.
Cost: The
amount of
money spent
on a specific
activity or
resource.
Service providers deliver value to their consumers by facilitating
them to achieve outcomes, and in doing so, take on some of the
associated risks and costs.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
17
ITL Practices
SERVICE RELATIONSHIP
Service relationship
Service relationships include service provision, service consumption
and service relationship management.
Service provision:
Activities performed by an organization to provide services.
Service consumption: Activities performed by an organization to
consume services.
Service relationship management: Joint activities performed by a
service provider and a service consumer to ensure continual value cocreation
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
18
ITL Practices
SERVICE OFFERINGS
A description of one or more services, designed to address the needs of
a target consumer group. A service offering may include goods, access
to resources, and service actions.
Components of a service offering
Component
Description
Examples
Goods
• Supplied to the consumer
• Ownership is transferred to the consumer
• Consumer takes responsibility for future use
A mobile phone
Access to resources
• Ownership is not transferred to the consumer
• Access is granted or licensed to the consumer
under agreed terms and conditions
• The consumer can only access the resources
during the agreed consumption period and
according to other agreed service terms
Access to the mobile network, or to
network storage
Service actions
• Performed by the service provider to address
a consumer’s needs
• Performed according to agreement with the
consumer
User support
A physical server
Replacement of a piece of
equipment
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
19
ITL Practices
EXAMPLE - SERVICE
Services
Service Relationship
Service Offering
Goods
Access to resources
Service actions
Products
Resources
20
EXAMPLE - SERVICE
Services
Service Relationship
A direct first class flight from New York City to London
Service Offering
All flights and options from New York City to London
Food
Beverages
Toiletries
Different types of seats
Streaming movie service
Space for carry-on bags
Piloting, Check-in
Baggage handling
In-flight services
Products
Passenger transportation, cargo transportation
Resources
Aircrafts, airport infrastructure, crew and ground personnel, IT
systems, partners’, services….
21
EXAMPLE - SERVICE
Services
Service Relationship
Mail and calendar account(s)
Service Offering
Personal and business subscriptions
No goods
to offer
Applications and
interfaces to access and
manage mail and
calendar information
User support
Back-up and restoration
Content scanning and
integration
Products
Online mail and calendar
Resources
Applications, servers, networks, cloud services, personnel, third-party services…
22
EXAMPLE - SERVICE
Services
Service Relationship
Workplace support for department X
Service Offering
Executive / mobile / designer workplaces
Mouse
Laptop
backpack
Headphones
Laptops and desktops
Printing
Network storage
Mail and calendar
User support
Troubleshooting
Data backup and
restoration
Products
End-user computing
Resources
Server, client and network infrastructure and software, personnel,
data, external and internal services
23
ITIL Guiding Principles
Adopt and Adapt
Service Management
24
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
ADOPT AND ADAPT
Adopt
•
Commits to adopting a service-oriented, customer-focused culture. Success in
service management is based on a genuine commitment to this change.
Adapt
•
Strive to understand ITIL best practices, to understand why they are
recommended, and then to apply critical thought to adapting those best
practices to the organization’s circumstances, needs, goals and objectives.
25
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
THE SEVEN GUIDING PRINCIPLES
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
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
26
ITL Practices
FOCUS ON VALUE
Everything that the organization does needs to map, directly or indirectly, to
value for the stakeholders.
The focus on value principle encompasses many perspectives, including the
experience of customers and users.
Understand and identify the service consumer
Understand the consumer’s perspective of value
Map value to intended outcomes, which change over time
Understand the customer experience (CX) and/or user
experience (UX)
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
27
ITL Practices
FOCUS ON VALUE
Applying the Principle
Know how consumers
use each service
Encourage a focus on
value among all staff
Focus on value during
operational activity as
well as during
improvement initiatives
Include a focus on value
in every step of any
improvement initiative
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
28
ITL Practices
START WHERE YOU ARE
Do not start from scratch and build something new without considering
what is already available to be leveraged. There is likely to be a great
deal in the current services, processes, programs, projects and people
that can be used to create the desired outcome.
The current state should be investigated and observed
directly to make sure it is fully understood.
“When a measure becomes a target, it ceases to be a good measure” - Goodhart’s law
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
29
ITL Practices
START WHERE YOU ARE
Applying the Principle
Look at what exists as
objectively as possible
Determine if successful
practices or services can
be replicated or
expanded
Apply your risk
management skills in
the decision-making
process
Recognize that
sometimes nothing from
the current state can be
reused
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
30
ITL Practices
PROGRESS ITERATIVELY WITH
FEEDBACK
Working in a time-boxed, iterative manner with feedback loops embedded
into the process allows for greater flexibility, faster responses to customer
and business needs, the ability to discover and respond to failure earlier, and
an overall improvement in quality
Resist the temptation to do everything at once. Even huge initiatives must be
accomplished iteratively.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
31
ITL Practices
PROGRESS ITERATIVELY WITH
FEEDBACK
A feedback loop is a situation where part of the output of an activity
is used for new input.
The initiative and its component iterations,
must be continually re-evaluated to reflect
change in circumstances
Seek and use feedback before, throughout,
and after each iteration.
Feedback loops between participants helps them
understand where work comes from, outputs go and
how their actions affect the outcomes.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
32
ITL Practices
PROGRESS ITERATIVELY WITH FEEDBACK
Applying the Principle
Comprehend the
whole but do
something
The ecosystem is
constantly changing,
so feedback is
essential
Fast does not mean
incomplete
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
33
ITL Practices
COLLABORATE AND PROMOTE VISIBILITY
When initiatives involve the right people in the correct roles, efforts benefit
from better buy-in, more relevance (because better information is available
for decision-making) and increased likelihood of long-term success.
Creative solutions, enthusiastic contributions and important perspectives can
be obtained from unexpected sources, so inclusion is generally a better
policy than exclusion
Information
sharing
Understanding
Collaboration
Real
accomplishment
Trust
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
34
ITL Practices
COLLABORATE AND PROMOTE VISIBILITY
Improvement
work
Without transparency:
Daily
work
 There may be an impression
that the work is not a priority
 Improvement work may take a
lower priority over other task
with daily urgency
Insufficient visibility of work leads to poor decision-making.
It is important to:
 Understand the flow of work
 Identify bottlenecks and excess capacity
 Uncover waste
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
35
ITL Practices
COLLABORATE AND PROMOTE
VISIBILITY
Applying the Principle
Collaboration does
not mean consensus
Communicate in a
way the audience
can hear
Decisions can only
be made on visible
data
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
36
ITL Practices
THINK AND WORK HOLISTICALLY
A holistic approach to service management includes establishing an
understanding of how all the parts of an organization work together in an
integrated way. It requires end-to-end visibility of how demand is captured
and translated into outcomes.
Services are delivered to internal and external service consumers through the
coordination and integration of the four dimensions of service management.
Value
Demand
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
37
ITL Practices
THINK AND WORK HOLISTICALLY
Applying the Principle
Recognize the
complexity of the
systems
Collaboration is key to
thinking and working
holistically
Where possible, look for
patterns of interactions
between system
elements
Automation can
facilitate working
holistically
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
38
ITL Practices
KEEP IT SIMPLE AND PRACTICAL
Outcome-based thinking should be used to produce practical solutions that
deliver valuable outcomes. If a process, service, action or metric provides no
value or produces no useful outcome, then eliminate it.
Although this principle may seem obvious, it is frequently ignored, resulting
in overly complex work methods that rarely maximize outcomes or minimize
cost.
Establish a holistic view
of the organization’s work
Start with an
uncomplicated approach,
add later
Do not try to produce a
solution for every
exception
Be mindful of competing
objectives
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
39
ITL Practices
KEEP IT SIMPLE AND PRACTICAL
Applying the Principle
Ensure value
Simplicity is the
unlimited
sophistication
Recognize the
complexity of
the systems
Respect the
time of the
people involved
Easier to
understand,
more likely to
adopt
Simplicity is the
best route to
achieving quick
wins
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
40
ITL Practices
OPTIMIZE AND AUTOMATE
Optimization means to make something as effective and useful as it needs to
be. Before an activity can be effectively automated, it should be optimized to
whatever degree is possible and reasonable.
Understand and agree to the
context for the optimization
Assess the current state to
understand where it can be
improved
Ensure appropriate level of
stakeholder engagement
and commitment
Focus on simplification and
value
Execute the improvements
in an iterative way
Continually monitor to
identify opportunities
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
41
ITL Practices
OPTIMIZE AND AUTOMATE
Automation is the use of technology to perform a step or series of steps
correctly and consistently with limited or no human intervention.
Automating frequent and repetitive tasks helps organizations scale up and
allows human resources to be used for more complex decision-making.
The simplest form of automation involved standardizing and streamlining manual
tasks to allow decisions to be made ‘automatically’.
INPUT
ACTIVITIES
OUTPUT
INPUT
ACTIVITIES
OUTPUT
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
42
ITL Practices
OPTIMIZE AND AUTOMATE
Applying the Principle
Simplify and/or
optimize before
automating
Use the other guiding
principles when applying
this one
Progress
Iteratively
with feedback
Keep it simple
& practical
Focus on
value
Start where
you are
Define your metrics
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
43
ITL Practices
AGILE MANIFESTO v/s GUIDING PRINCIPLES
AGILE MANIFESTO
ITIL GUIDING PRINCIPLES
Individuals and interactions over
processes and tools
 Keep it simple and practical
 Start where you are
Working software over
comprehensive documentation
 Focus on value
 Think and work holistically
Customer collaboration over
contract negotiation
 Focus on value
 Collaborate and promote visibility
Responding to change over
following a plan
 Progress iteratively with feedback
 Keep it simple and practical
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
44
ITL Practices
4 Dimensions
Of
Service Management
45
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
4 Dimensions of Service Management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
46
ITL Practices
DIMENSION 1 : ORGANIZATION & PEOPLE
Formal
organizational
structures
Culture
Required
staffing and
competencies
Roles and
Responsibilities
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
47
ITL Practices
DIMENSION 1 : ORGANIZATION & PEOPLE
Structure and systems of authority
are not, by themselves, sufficient to
Systems of
authority
Roles and
responsibilities
Organizations
Right level of
workforce capacity
and competence
Culture
improve organizational effectiveness.
The organization also needs a culture
that supports its objectives.
Shared values
and attitudes
Leader champion
and advocate the
values
Culture
Communication
Trust and
transparency
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
48
ITL Practices
DIMENSION 1 : ORGANIZATION & PEOPLE
Broad
knowledge
plus deep
specialization
Communication
and
collaboration
Common
objective:
facilitating
value creation
Updating
skills and
competencies
Management
and
leadership
styles
Break down
silos
People
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
49
ITL Practices
DIMENSION 2 : INFORMATION & TECHNOLOGY
Information and
knowledge
Technologies
Relationships
between the
components
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
50
ITL Practices
DIMENSION 2 : INFORMATION &
TECHNOLOGY
Technologies supporting
service management
Technologies supporting
IT services
Workflow
Management
Knowledge
Bases
IT
Architecture
Applications
Communicati
on Systems
Analytical
Tools
Databases
Communicati
on Systems
Inventory
Systems
Remote
Collaboration
Blockchain
Artificial
Intelligence
Mobile
Platforms
Artificial
Intelligence
Cognitive
Computing
Cloud
Computing
Cloud
Solutions
Machine
Learning
Mobile
Applications
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
51
ITL Practices
DIMENSION 2 : INFORMATION & TECHNOLOGY
For many services, Information management is the primary means of
enabling customer value.
Information Criteria
Availability
Reliability
Accessibility
Timelines
Accuracy
Relevance
The challenges of Information Management, such as those presented by
security and regulatory compliance requirements, is also a focus of this
dimension.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
52
ITL Practices
DIMENSION 2 : INFORMATION & TECHNOLOGY
Information technology considerations

Is it compatible with the current
architecture?

Does it raise any regulatory,
compliance, or information security
control issues?

Will it continue to be viable in the
foreseeable future?

Does it align with the service
provider or service consumer
strategy?

Does the organization have the
right skills to support and maintain
it?

Does it have sufficient automation
capabilities to be developed,
deployed and operated?

Does it have additional capabilities
that can be leveraged for other
products or services?

Does it introduce new risks or
constraints to the organization?
Organizational culture and the nature of the organization’s business will also
have an impact on which technologies it chooses to use.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
53
ITL Practices
DIMENSION 3 : PARTNERS & SUPPLIERS
Service
Provider/Consumer
Relationships
Organization’s
partner &
supplier
strategy
Factors that
influence supplier
strategy
Service
Integration
and
Management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
54
ITL Practices
DIMENSION 3 : PARTNERS & SUPPLIERS
Service Partnerships
 Share common goals
and risks
 Collaborate to achieve
desired outcomes
Goods and Service Supply
 Formal contracts
 Clear separation of
responsibilities
Every organization and every service depends to some
extent on services provided by other organizations.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
55
ITL Practices
DIMENSION 3 : PARTNERS & SUPPLIERS
Service integration and
Supplier B
management involves the use of
a specially established integrator
Supplier A
Supplier C
to ensure that service
relationships are properly
Service
integrator
coordinated.
Service integration and
management may be kept within
Consumer
the organization, but can also be
delegated to a trusted partner.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
56
ITL Practices
DIMENSION 3 : PARTNERS & SUPPLIERS
Cost
Concerns
Resource
Scarcity
External
External
Constraint
Constraints
s
Corporate
Culture
Strategic
Focus
Subject
Matter
Expertise
Expertise
Demand
Patterns
Organization’s
supplier
strategy
An organization's strategy when it comes to using partners and supplier
should be based on its goals, culture and business environment.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
57
ITL Practices
DIMENSION 4 : VALUE STREAMS & PROCESSES
Value streams and processes define the activities, workflows,
controls and procedures needed to achieve agreed objectives.
Activities the
organization
undertakes
How activities
are organized
How value
creation is
ensured for all
stakeholders
effectively and
efficiently
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
58
ITL Practices
DIMENSION 4 : VALUE STREAMS & PROCESSES
A value stream is a series of steps an organization undertakes to create and deliver
products and services to service consumers. It combines the organization's value
chain activities.
Value stream steps
Step 1
Step 2
Step 3
value-adding
activities
Non value-adding
activities (wastes)
Value stream optimization may include process automation or adoption of emerging
technologies and ways of work to gain efficiencies or enhance user experience.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
59
ITL Practices
DIMENSION 4 : VALUE STREAMS & PROCESSES
A process is a set of interrelated or interacting activities that transforms
inputs into outputs. Processes are designed to accomplish a specific
objective.
INPUT
ACTIVITIES
OUTPUT
A well-defined process can improve productivity within and across
organizations.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
60
ITL Practices
DIMENSION 4 : VALUE STREAMS & PROCESSES
Value streams and processes for products and services:
What is the
generic
delivery
model for the
service, and
how does the
service work ?
What are the
value streams
involved in
delivering the
agreed
outputs of the
service ?
Who, or What,
performs the
required service
actions ?
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
61
ITL Practices
EXTERNAL FACTORS INFLUENCING THE DIMENSIONS
The PESTLE model describes factors that constrain or influence how a
service provider operates.
P
POLITICAL
E
ECONOMIC
S
SOCIAL
T
TECHNOLOGIC
AL
L
LEGAL
E
ENVIRONMENT
AL
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
62
ITL Practices
ITIL
Service Value System
(SVS)
63
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
INPUTS & OUTCOME OF THE SVS
Opportunities represent options or possibilities to add value for stakeholders or otherwise
improve the organization. Demand is the need or desire for products and services among
internal and external consumers.
The outcome of the SVS is value, that is, the perceived benefits, usefulness and importance
of something. The SVS can enable the creation of many different types of value for a wide
group of stakeholders.
64
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
COMPONENTS OF SVS
Guiding principles
Governance The means by
Recommendations that can
which an organization is
guide an organization in all
directed and controlled.
circumstances, regardless of
changes in its goals, strategies,
type of work, or management
structure.
Service value chain A set
of interconnected
activities that an
organization performs to
deliver a valuable product
or service to its consumers
and to facilitate value
realization.
Continual improvement A
recurring organizational activity
performed at all levels to
ensure that an organization’s
performance continually meets
stakeholders’ expectations.
ITIL
Practices
Sets
of
organizational
resources
designed for performing work
or accomplishing an objective.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
65
ITL Practices
ADDRESSING THE CHALLENGE OF SILOS
The ITIL SVS has been specifically architected to enable flexibility
and discourage siloed working.

Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
66
ITL Practices
SERVICE VALUE CHAIN
&
ACTIVITIES
67
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
ITIL 4 – Service Value Chain
Scalable
Operating Model
Individual
Team
Enterprise
ITIL 4 – Value Streams for
Specific Scenarios
New service
component
2
3
1
5
4
6
ITIL 4 – Value Streams for
Specific Scenarios
Customer
Support
4
1
5
3
6
7
2
VALUE CHAIN ACTIVITIES
• Plan
• Improve
• Engage
• Design and Transition
• Obtain/Build
• Deliver and Support.
71
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
PLAN
Purpose: 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.
• Policies
• Requirements
• Improvement
initiatives
• New and Changed
Products
Input
Output
Plan
• Plans
• Architectures and
policies
• Improvement
opportunities
• Product and
service portfolio
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
72
ITL Practices
IMPROVE
Purpose: To ensure continual improvement of products, services and
practices across all value chain activities and the four dimensions of
service management.
• Stakeholders
Feedback
• Performance
Information &
Improvement
Opportunities
• New and Changed
Products
Input
Output
Improve
• Plans &Improvement
information
• Performance
Information
• Improvement status
• Contract Requirements
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
73
ITL Practices
ENGAGE
Purpose: To provide a good understanding of stakeholder needs,
transparency, and continual engagement and good relationships with
all stakeholders.
• Product & service
portfolio
• Demand for Services
& Products
• Incident & Service
Request
• Service Performance
Information
• Improvement
Initiatives & Status
Input
Output
Engage
• Improvement
opportunities
• Stakeholders Feedback
• Change Request
• Service Performance
reports for customer
• Products & Service
requirements
• User support task
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
74
ITL Practices
DESIGN & TRANSITION
Purpose: of this value chain activity is to ensure that products and
services continually meet stakeholder expectations for quality, costs
and time-to-market.
• Portfolio Decisions
• Architectures and
policies
• Product and Service
requirements
• Improvement
Initiatives and plans
• Improvement status
reports
• Service Performance
• Service Components
• New & Changed
products & Services
Input
Output
Design &
Transition
• Requirements
&Specifications
• Contract & agreement
requirements
• New & changed
products & services
• Performance information
& improvement
opportunities
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
75
ITL Practices
OBTAIN/BUILD
Purpose: To ensure that service components are available when and
where they are needed, and meet agreed specifications.
• Architecture and
Policies
• Contracts &
Agreements
• Goods and Services
• Requirements &
specifications
• Improvement
initiatives
• Change request
Input
Output
Obtain / Build
• Service Components
• Knowledge and
Information
• Contract and agreements
• Performance information
• Improvement
opportunities
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
76
ITL Practices
DELIVER & SUPPORT
Purpose: To ensure that services are delivered and supported
according to agreed specifications and stakeholders’ expectations.
• New and changed
products and services
• Contracts and
agreements
• Service components
• Improvement
Initiatives
• User support task
• Knowledge and
information on Service
Components
Input
Output
Deliver &
Support
• Service delivery
• Completion of user task
• Service performance
information
• Change request
• Improvement
opportunities
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
77
ITL Practices
ITIL PRACTICES
78
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
WHAT IS A PRACTICE?
A practice is a set of
organizational
resources designed
for performing work
or accomplishing an
objective
Each Practice:
 supports multiple service value
chain activities
 includes resources based on the 4
dimensions of service management
TYPES OF PRACTICES
General
management
practices have
been
adopted/adapted
for service
management from
general business
management
domains
Service
management
practices have
been developed
in service
management
and ITSM
industries
Technical
management
practices have been
adapted from
technology
management
domains for service
management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
80
ITL Practices
INTRODUCTION TO ITIL PRACTICES
General
Practices














Management
Architecture Management
Continual Improvement
Information Security
Management
Knowledge Management
Measurement and Reporting
Portfolio Management
Organizational Change
Management
Project Management
Relationship Management
Risk Management
Service Financial Management
Strategy Management
Supplier Management
Workforce and Talent
Management
Service
Practices

















Management
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
Technical
Practices



Management
Deployment Management
Infrastructure and Platform
Management
Software Development and
Management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
81
ITL Practices
General
management
practices
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
82
ITL Practices
GENERAL MANAGEMENT PRACTICES
General

Architecture Management

Continual Improvement

Information Security Management

Knowledge Management

Measurement and Reporting

Portfolio Management

Organizational Change Management

Project Management

Relationship Management
general business

Risk Management

Service Financial Management
management

Strategy Management

Supplier Management

Workforce and Talent Management
management
practices have been
adopted/adapted
for service
management from
domains
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
83
ITL Practices
CONTINUAL IMPROVEMENT
84
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
CONTINUAL IMPROVEMENT
Purpose: To align the organization’s practices and services with
changing business needs through the ongoing identification and
improvement of services, service components, practices or any
element involved in the efficient and effective management of
products and services.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
85
ITL Practices
CONTINUAL IMPROVEMENT
Activities:
•
•
•
•
•
•
•
•
Encouraging continual improvement across the organization
Securing time and budget for continual improvement
Identifying and logging improvement opportunities
Assessing and prioritizing improvement opportunities
Making business cases for improvement action
Planning and implementing improvements
Measuring and evaluating improvement results
Coordinating improvement activities across the organization.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
86
ITL Practices
CONTINUAL IMPROVEMENT
Methods,
models &
techniques
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
87
ITL Practices
CONTINUAL IMPROVEMENT MODEL
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
88
ITL Practices
WHAT IS THE VISION?
Focus Area:
• Translation of organization’s vision and objectives
• High-level vision for improvements
Work in this step
•
•
•
•
Understanding of high-level direction
Description and understanding of context
The stakeholders and their roles have been understood
Understanding expected value
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
89
ITL Practices
WHERE ARE WE NOW?
Focus Area:
• Current state assessment
• User perception
• Organisation’s culture
• People
• Processes
• Technology
Work in this step
• Objective Measurement whenever possible
• Accurate understanding of issue
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
90
ITL Practices
WHERE DO WE WANT TO BE?
Focus Area:
• GAP analysis
• Defining measurable targets
Work in this step
• Prioritisation of actions
• Setting Improvement objectives
• Defining SMART- CSF & KPIs
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
91
ITL Practices
HOW DO WE GET THERE?
Focus Area:
• Define Improvement Plan
• Plan to deliver in small iterations
Work in this step
• Design experiments
• Select most effective approach
• Defining SMART- CSF & KPIs
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
92
ITL Practices
TAKE ACTION
Focus Area:
• Execution of plan
• Waterfall approach
• Agile approach
• Achieving desired results
Work in this step
• Visibility and overall Initiative awareness
• Measuring progress
• Managing Risk
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
93
ITL Practices
DID WE GET THERE?
Focus Area:
• Evaluate metrics and KPIs
• Validating success
Work in this step
• Check & confirm
• Progress
• Value
• Additional actions (if required)
• New iterations (if required)
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
94
ITL Practices
HOW DO WE KEEP THE MOMENTUM
GOING?
Focus Area:
• Marketing Success
• Reinforcing new methods
• Institutionalise new behaviour
Work in this step
• Reward behaviour not just outcomes
• Inform Stakeholders
• Success
• Failure
• Analysis of Improvements
• Documenting and communicating lessons learnt
• Use of OCM and Knowledge Management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
95
ITL Practices
CONTINUAL IMPROVEMENT –
CONTRIBUTION TO VALUE CHAIN
• Plan Plans are relevant to the organization’s current objectives
and context.
• Improve structures resources and activities enabling
• Engage, design and transition, obtain/build, and deliver and
support subject to continual improvement
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
96
ITL Practices
INFORMATION SECURITY
MANAGEMENT
97
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
INFORMATION SECURITY
MANAGEMENT
The purpose of the information security management practice is to protect
the information needed by the organization to conduct its business.
This includes understanding and
managing risks to
Integrity
The required security is established
by means of policies, processes,
behaviours, risk management and
controls, which must maintain a
balance between
Availability
Prevention
Authentication
Detection
Non-repudiation
Correction
Confidentiality
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
98
ITL Practices
INFORMATION SECURITY
MANAGEMENT
Processes and procedures required to support information security
management:
• Information security incident management process
• Risk management process
• Control review and audit process
• Identity and access management process
• Event management
• Procedures for penetration testing, vulnerability scanning etc.
•Procedures for managing information security related changes,
such as firewall configuration changes.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
99
ITL Practices
INFORMATION SECURITY MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
•Plan must be designed into all planning activities.
•Improve ensure that vulnerabilities are not introduced when
making improvements.
•Engage Information security requirements for new and changed
services must be understood and captured.
•Design and transition Controls need to be designed and
transitioned into operation.
•Obtain/build Must be built into all components
•Deliver and support Detection and correction of information
security incidents
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
100
ITL Practices
RELATIONSHIP MANAGEMENT
101
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
RELATIONSHIP MANAGEMENT
The purpose of the relationship management practice is to establish and
nurture the links between the organization and its stakeholders at strategic
and tactical levels.
Identification
Relationship
Continual
with and
Improvement between
stakeholders
Analysis
Monitoring
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
102
ITL Practices
RELATIONSHIP MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Plan It provides information on the requirements and expectations
• Improve synergize different organizational relationships
• Engage engaging with customers
• Design and transition key role in coordinating feedback
• Obtain/build Helps select products/services or service components
• Deliver and support high level of customer satisfaction
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
103
ITL Practices
SUPPLIER MANAGEMENT
104
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SUPPLIER MANAGEMENT
The purpose of the supplier management practice is to ensure that the
organization’s suppliers and their performance are managed appropriately to
support the provision of seamless, quality products and services.
This can include creating closer, more collaborative relationships with key
suppliers to uncover and realize new value and reduce risk of failure.
In-sourcing
Out-sourcing
Single source or
partnership
Multi-sourcing
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
105
ITL Practices
Supplier Management –
contribution to value chain
• Plan provides organization’s approved sourcing strategy and plan.
• Improve Identifying improvement opportunities
• Engage evaluation and selection of suppliers
• Design and transition negotiating and agreeing contracts and
agreements
• Obtain/build procurement/obtaining of products, services or service
components.
• Deliver and support managing supplier performance
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
106
ITL Practices
Service
management
practices
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
107
ITL Practices
SERVICE 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
Service
management
practices have been
developed in service
management and
ITSM industries
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
108
ITL Practices
AVAILABILITY MANAGEMENT
Availability : The ability of an IT service or other configuration
item to perform its agreed function when required.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
109
ITL Practices
AVAILABILITY MANAGEMENT
The purpose of the availability management practice is to ensure that
services deliver agreed levels of availability to meet the needs of customers
and users.
Availability is the
ability of an IT
service or other
configuration item to
perform its agreed
function when
required.
AVAILABILITY MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
•Plan Must be considered in service portfolio decisions, and while
goal setting.
•Improve While planning improvements
•Engage Availability requirements for new and changed services
•Design and transition While designing new and changed services
and testing of availability controls in transition.
•Obtain/build While building components or obtaining them from
third parties.
•Deliver and support Measurement of availability and reacting to
events
111
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
CAPACITY & PERFORMANCE
MANAGEMENT
Performance
A measure of what is achieved or delivered by a system, person,
team, practice or service.
112
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
CAPACITY & PERFORMANCE
MANAGEMENT
Purpose: To ensure that services achieve agreed and expected
performance, satisfying current and future demand in a costeffective way.
Activities
• Service performance and capacity analysis:
 Research and monitoring of the current service performance
 Capacity and performance modelling
• service performance and capacity planning:
 Capacity requirements analysis
 Demand forecasting and resource planning
 Performance improvement planning.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
113
ITL Practices
CAPACITY & PERFORMANCE MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Plan It provides information about actual demand and performance,
and tools and methods
• Improve Identify and drive improvements by providing performance
information
• Engage Supports expectation management
• Design and transition To ensure that design meets requirements
• Obtain/build components and services being obtained/built meet
performance needs
• Deliver and support provides performance and capacity targets,
metrics and measurement
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
114
ITL Practices
CHANGE CONTROL
Change
The addition, modification, or removal of anything that could have a
direct or indirect effect on services.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
115
ITL Practices
CHANGE CONTROL
The purpose of the change control practice is to maximize the number of
successful IT changes by ensuring that risks have been properly assessed,
authorizing changes to proceed, and managing a change schedule.
Beneficial
effect of
changes
Protection from
adverse effect
of changes
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
116
ITL Practices
CHANGE TYPES

Standard


Normal
Emergency
Low-risk, Pre-authorized, Well-understood, Fullydocumented
Implement without additional authorization



Changes needs to be scheduled, assessed and
authorized
Authorization based on change type
Low-risk, someone who can make rapid decisions
Very major, could be as high as management board


Expedited assessment and authorization
May be separate change authority
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
117
ITL Practices
CHANGE CONTROL – CONTRIBUTION
TO VALUE CHAIN
• Plan the level of control
• Improve Many improvements will trigger changes
• Engage Stakeholders involvement.
• Design and transition New or changed services trigger changes and
change control activity is a major contributor to transition.
• Obtain/build Changes to components are subject to change control
• Deliver and support Changes may have an impact on delivery and
support
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
118
ITL Practices
INCIDENT MANAGEMENT
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
119
ITL Practices
INCIDENT MANAGEMENT
The purpose of incident management is to minimize the negative impact of
incidents by restoring normal service operation as quickly as possible.
Incidents should be
logged.
An Incident is
an unplanned
interruption to
a service, or
reduction in the
quality of a
service
Incidents should be
managed to meet agreed
target resolution times.
Incidents should be
prioritized.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
120
ITL Practices
INCIDENT MANAGEMENT
Suppliers
or
partners
Support
team
Temporary
crossfunctional
team
Service
desk
Incident
Diagnosis
&
Resolution
Users selfhelp
Disaster
recovery
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
121
ITL Practices
INCIDENT MANAGEMENT
Collaboration can facilitate
information sharing and
Service Desk
IT Support
Customer(s)
Suppliers
learning as well as helping
to solve the incident more
effectively and efficiently.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
122
ITL Practices
INCIDENT MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Improve: Incident records
• Engage: Regular communication with Customer/User
• Design and transition: incidents in test environments & during
service release and deployment.
• Obtain/build: incidents in development environments
• Deliver and support: Incident management in support.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
123
ITL Practices
IT ASSET MANAGEMENT
124
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
IT ASSET MANAGEMENT
The purpose of the IT asset management practice is to plan and manage the
full lifecycle of all IT assets, to help the organization.
Maximize value
Control costs
Support decisionmaking about
purchase, reuse and
retirement of assets
Manage risks
Meet regulatory
and contractual
requirements
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
125
ITL Practices
IT ASSET MANAGEMENT
An IT Asset is any
valuable component
that can contribute to
delivery of an IT
product or service.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
126
ITL Practices
IT ASSET MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Plan Helps the organization to understand and manage cost and
value
• Improve Helping to understand and optimise the cost
• Engage Demand for IT asset management from stakeholders
• Design and transition drive most IT asset management activities
• Obtain/build Asset procurement to ensure assets traceability
• Deliver and Support Helps to locate IT assets, to trace their
movements and to control their status
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
127
ITL Practices
MONITORING AND EVENT
MANAGEMENT
Event
An event can be defined as any change of state that has significance
for the management of a configuration item (CI) or IT service.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
128
ITL Practices
MONITORING AND EVENT
MANAGEMENT
Purpose: To systematically observe services and service
components, and record and report selected changes of state
identified as events.
Activities
• Identifying what services, systems, CIs or other service
components to be monitored
• Establishing the monitoring strategy
• Implementing and maintaining monitoring
• Establishing and maintaining thresholds
• Establishing and maintaining policies for each type of event
• Implementing processes and automations
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
129
ITL Practices
MONITORING & EVENT MANAGEMENT
– CONTRIBUTION TO VALUE CHAIN
• Improve Close observation of the environment to evaluate and
proactively improve
• Engage Source of internal engagement for action.
• Design and transition Monitoring data informs design decisions
and monitoring is an essential component of transition
• Obtain/Build Supports development environments
• Deliver and Support Guides how the organization manages
internal support of identified events.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
130
ITL Practices
PROBLEM MANAGEMENT
• Problem: A cause, or potential cause, of one or more incidents.
• Workaround: A solution that reduces or eliminates the impact of an
incident or problem for which a full resolution is not yet available.
• Known error: A problem that has been analysed and has not been
resolved.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
131
ITL Practices
PROBLEM MANAGEMENT
Purpose: To reduce the likelihood and impact of incidents by
identifying actual and potential causes of incidents, and
managing workarounds and known errors.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
132
ITL Practices
PROBLEM MANAGEMENT - PHASES
• Problem identification activities identify and log problems
• Problem control activities include problem
documenting workarounds and known errors.
analysis,
and
• Error control activities manage known errors.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
133
ITL Practices
PROBLEM MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Improve: reduction of Incidents and impact of incidents
• Engage: Stakeholders involvement
• Design and Transition: Improve testing and knowledge transfer.
• Obtain/Build: Identify product defects
• Deliver and Support: Preventing incident repetition
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
134
ITL Practices
RELEASE MANAGEMENT
Release
A version of a service or other configuration item, or a collection of
configuration items, that is made available for use.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
135
ITL Practices
RELEASE MANAGEMENT –
WATERFALL ENVIRONMENT
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
136
ITL Practices
RELEASE MANAGEMENT –
AGILE ENVIRONMENT
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
137
ITL Practices
RELEASE MANAGEMENT - STAGING
• Blue/green releases (or A/B releases) use two mirrored
production environments. Users can be switched to an updated
environment using network tools that connect them to the
correct environment.
• Feature flags enable specific features to be released to
individual users or groups in a controlled way. The new
functionality is deployed to the production environment without
being released. A user configuration setting then releases the
new functionality to individual users (or groups of users) as
needed.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
138
ITL Practices
RELEASE MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Plan Policy, guidance and timelines for releases
• Improve New or changed releases to deliver the required
improvements
• Engage Releases must be designed to match the customer or user
needs.
• Design and transition Ensures that new or changed services are
made available to customers in a controlled way
• Obtain/build Changes to components are normally included in a
release
• Deliver and support knowledge and information is provided by this
practice to facilitate service restoration.
139
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE CONFIGURATION
MANAGEMENT
Configuration item
Any component that needs to be managed in order to deliver an IT
service.
140
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE CONFIGURATION
MANAGEMENT
Purpose: To ensure that accurate and reliable information about
the configuration of services, and the CIs that support them, is
available when and where it is needed.
Configuration Management typically needs processes to:
• Identify new configuration items, and add them to the CMS
• Update configuration data when changes are deployed
• Verify that configuration records are correct
• Audit applications and infrastructure to identify any that are not
documented.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
141
ITL Practices
CONFIGURATION MODEL
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
142
ITL Practices
SERVICE CONFIGURATION MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
Plan planning new or changed services
Improve identify how other practices can be improved.
Engage Some stakeholders may require, use and provide
Configuration information.
Design and transition CI relationships information is used while
designing and transitioning, products and services.
Obtain/build Configuration records are used to create the code or
artefact that is being built.
Deliver and support Configuration information is used to support
activities of Resolution practices.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
143
ITL Practices
SERVICE CONTINUITY MANAGEMENT
144
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE CONTINUITY MANAGEMENT
The purpose of the service continuity management practice is to ensure that
the availability and performance of a service is maintained at a sufficient
level in the event of a disaster.
The practice provides a framework for building organizational resilience with
the capability of producing an effective response that safeguards the
interests of key stakeholders, and the organization’s reputation, brand and
value-creating activities.
The Business Continuity Institute defines a disaster as:
‘…a sudden unplanned event that causes great damage or serious
loss to an organization. It results in an organization failing to
provide critical business functions for some predetermined
minimum period of time.’
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
145
ITL Practices
SERVICE CONTINUITY MANAGEMENT
– CONTRIBUTION TO VALUE CHAIN
• Plan Information about the current continuity status and tools
• Improve continuity plans, measures and mechanisms
• Engage Stakeholders’ engagement
• Design and transition Products and services are designed and
tested according to the organization’s continuity requirements.
• Obtain/build continuity is built into the organization’s services and
components
• Deliver and support Ongoing delivery, operations and support is
performed in accordance with continuity requirements and
policies.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
146
ITL Practices
SERVICE DESK
147
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE DESK
The purpose of the service desk practice is to capture demand for incident
resolution and service requests. It should also be the point of communication
for the service provider with all of its users.
Issues
Requests
Single point
of contact
Knowledge
Classify
Own
Act
Queries
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
148
ITL Practices
SERVICE DESK - CHANNELS
Cost
Email
Concerns
Live
Resource
chat &
chatbots
Scarcity
Service portals
Corporate
& mobile
Culture
applications
Walk-in
Subject
service
Matter
Expertise
desks
Text & social
External
media
Constraints
messaging
Public &
Demand
corporate
Patterns
discussion
forums
Service Desk
Access
Channels
Phone calls
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
149
ITL Practices
SERVICE DESK TYPES
150
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE DESK - SKILLS
Excellent
Customer
service skills
Effective
communication
Empathy
Incident
analysis and
prioritization
Emotional
intelligence
Understand
business
priority
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
151
ITL Practices
SERVICE DESK –CONTRIBUTION TO
VALUE CHAIN
• Improve Service desk activities are constantly monitored and
Feedback from users
• Engage Tactical and operational engagement with users.
• Design and transition Participate in release planning, testing
and early life support.
• Obtain/build Involved in acquiring service components
• Deliver and support Managing incidents and service requests
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
152
ITL Practices
SERVICE LEVEL MANAGEMENT
153
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
SERVICE LEVEL MANAGEMENT
The purpose of the service level management practice is to set clear
business-based targets for service performance, so that the delivery of a
service can be properly assessed, monitored and managed against these
targets.
It provides the end to end visibility of the organization's services:
Establishes a shared view of the
services and target service levels
with customers
Collects, analyses, stores and
reports relevant metrics to ensure
service levels are met
Performs service reviews to ensure
the current services continue to
meet the organization and its
customers’ needs
Captures and reports on service
issues including performance
against defined service levels
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
154
ITL Practices
SERVICE LEVEL MANAGEMENT SKILLS
Relationship
Management
Business
Liaison
Skills and
competencies
Business
Analysis
Supplier
Management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
155
ITL Practices
TYPES OF METRICS
Operational metrics These are the low-level indicators of
various operational activities
Business metrics Useful or valuable by the customer and
used as a means of gauging the success of the service
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
156
ITL Practices
SUCCESSFUL SLA REQUIREMENTS
A service level
agreement (SLA) is a
documented agreement
between a service
provider and a customer
that identifies services
required and the
expected level of service.
key requirements for
successful SLAs
Related to a defined ‘service’ in
service catalogue
Should relate to defined outcomes,
not just operational metrics
Should reflect an ‘agreement’
between the service provider and
the service consumer
Must be simply written and easy to
understand for all parties
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
157
ITL Practices
SERVICE LEVEL MANAGEMENT
The watermelon SLA effect
Customers unhappy
SLAs are green
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
158
ITL Practices
SERVICE LEVEL MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Plan Planning of product and service portfolio and service
offerings
• Improve Improving services as per customer requirement
• Engage Ongoing engagement with customers and users
• Design and transition Providing customer/user inputs on design
and transition
• Obtain/Build Provides objectives for components and service
performance
• Deliver and support objectives communication to the operations
and support teams
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
159
ITL Practices
SERVICE REQUEST MANAGEMENT
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
160
ITL Practices
SERVICE REQUEST MANAGEMENT
A service request is
a request from a
user or user’s
authorized
representative that
initiates a service
action that has been
agreed as a normal
part of service
delivery.
Request for a
service delivery
action
Request for
information
Request for
provision of a
resource or
service
Request access
to a resource or
service
Feedback,
compliments
and complaints
SERVICE REQUEST MANAGEMENT
The purpose of the service request management practice is to support the
agreed quality of a service by handling all pre-defined, user-initiated service
requests in an effective and user-friendly manner.
Service requests are pre-defined and pre-agreed and can usually be
formalized with clear, standard procedure.
Initiation
Approval
Fulfillmen
t
Management
Service requests are a normal part of service delivery, not a failure
or degradation of service, which are handled as incidents.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
162
ITL Practices
SERVICE REQUEST MANAGEMENT
Service requests may have
simple workflows or quite
complex workflows
Steps to fulfil requests should
be well-known and proven
The service provider can agree
to fulfilment times and
provide clear status
communication to users
Some service requests can
provide a self-service
experience - completely
fulfilled with automation
Leverage existing workflow models whenever possible to
improve efficiency and maintainability.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
163
ITL Practices
SERVICE REQUEST MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Improve Provides a channel for improvement initiatives, compliments
and complaints from users
• Engage Stakeholder communication
• Design and transition Standard changes to services
• Obtain/build may require acquisition of pre-approved service
components.
• Deliver and support contributes to normal service delivery
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
164
ITL Practices
Technical
practices
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
165
ITL Practices
TECHNICAL MANAGEMENT
PRACTICES
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.

Deployment Management

Infrastructure and Platform
Management

Software Development and
Management
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
166
ITL Practices
DEPLOYMENT MANAGEMENT
167
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
ITL Practices
DEPLOYMENT MANAGEMENT
Purpose: To move new or changed hardware, software,
documentation, processes, or any other component to live
environments. It may also be involved in deploying components to
other environments for testing or staging.
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
168
ITL Practices
DEPLOYMENT MANAGEMENT
Approaches
• Phased deployment
• Continuous delivery
• Big bang deployment
• Pull deployment
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
169
ITL Practices
DEPLOYMENT MANAGEMENT –
CONTRIBUTION TO VALUE CHAIN
• Improve Deployment of components
• Design and transition Transition to the live environment
• Obtain/build Incremental Deployments
Based upon AXELOS® ITIL® materials. Material is used under licence from AXELOS Limited. All rights reserved.
Key Concepts
Guiding Principles
4 Dimensions
Service Value System
& Chain
170
ITL Practices
ABOUT THE
EXAM
ABOUT THE EXAM
 60 minutes
 Candidates taking the exam in a language that is not their native or
working language may be awarded 25% extra time, i.e. 75 minutes
in total
 40 questions, each question is worth 1 mark
 'standard'
 'missing word'
 'list' (2 correct items)
 very rarely, 'negative' ("what is NOT...")
 Pass mark: 65% or higher (26 marks or above)
 Bloom's levels 1 and 2
 9 questions at Bloom's Level 1 = approx. 22.5%
 31 questions at Bloom's Level 2 = approx. 77.5%
THANK YOU