Collaborate and promote visibility Working together across boundaries produces results that have greater buy-in, more relevance to objectives, and increased likelihood of long-term success.
Work and consequences should be made visible, hidden agendas avoided, and information shared to the greatest degree possible. Think and work holistically Outcomes will suffer unless the organization works on the service as a whole, not just on its parts. Results are delivered to customers through proper management and integration of information, technology, organization, people, practices, partners, and agreements, which should all be coordinated to provide value.
Keep it simple and practical Use the minimum number of steps necessary to accomplish the objectives. Use outcome-based thinking to produce practical solutions that deliver results. Optimize and automate You should optimize your work, and eliminate waste, before you automate anything. Then use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value.
To deliver great services, organizations need continual improvement for every aspect of the service management system. This includes improvement of the entire system, as well as of all the products, services, service components, people, practices, and relationships. ITIL 4 defines a continual improvement model that can help to guide and support improvement planning. ITIL 4 also describes 34 practices that underpin and support the service value chain.
These practices include many capabilities that will be familiar to people who studied earlier versions of ITIL, such as incident management, problem management, and release management; but there are also several new areas such as risk management, project management, and architecture management.
Practices are much more than just processes; they also include ideas from each of the four dimensions of service management Organizations and People , Information and Technology , Partners and Suppliers , Value Streams and Processes.
ITIL 4 describes how different combinations of practices work together to deliver value and discourages organizations from building silos around individual practices. I am just going to list the practices here, because this blog is already far too long.
I will be writing lots more about individual practices in future blogs. Lastly, ITIL 4 recognizes that governance is an essential part of the service value system. Governance directs and controls the organization, ensuring that management activities are aligned with the overall goals and intentions.
Previous ITIL updates helped organizations move from a process focus to a lifecycle focus, and ITIL 4 continues that journey with a greater focus on the end-to-end creation of value. ITIL 4 builds on ideas and processes developed in those earlier versions of ITIL, but it takes a much broader view of ITSM — as it takes into consideration everything service providers and service consumers need to co-create value.
I will be writing more on ITIL 4, so stay tuned for that. Meanwhile, feel free to follow me on Twitter StuartRance. Stuart is an ITSM and security consultant, trainer, and author who has worked with clients in many countries, helping them create business value for themselves and their customers.
Now that his children have all left home, he has plenty of time on his hands for contributing to our blog — lucky us! Want a cookie? No, literally. We have some. By submitting this form you agree to receive relevant marketing material from SysAid, subject to our Privacy Policy. Recent case studies include companies like Sony and Disney — two companies with massive IT operations to manage. Corporations and public sector organizations that have successfully implemented ITIL best practices report huge savings.
Without buy-in and cooperation from IT staff, however, any implementation is bound to fail. Bringing best practices into an organization is as much a PR job as it is a technical exercise. Ultimately, since ITIL is a framework, it can only be as successful as corporate buy-in allows.
Embracing certifications, training and investing in the shift will help increase the chances of success and savings. Here are the latest Insider stories. More Insider Sign Out. Sign In Register. Sign Out Sign In Register. Latest Insider.
Check out the latest Insider stories here. More from the IDG Network. ITIL certification guide: Costs, requirements, levels, and paths.
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BMC Software. Retrieved January 23, December 17, Retrieved February 16, February 23, January 11, Retrieved January 31, January 21, New York: McGraw-Hill. March Category : ITIL. Hidden category: Articles with attributed pull quotes. Namespaces Resource Discuss. Views Read Edit Edit source View history. Add links. The outcome is the result of carrying out an activity, following a process, or delivering an IT service etc.
The term is used to refer to intended results as well as to actual results. Retrieved January 12, A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. The IT service is provided by an IT service provider. An IT service is made up of a combination of information technology products , people and processes.
An external customer-facing service is provided by a different organization from its customer. An internal customer-facing service is provided by the same organization as its customer.
A supporting service is not directly used by the business, but is required by the IT service provider to deliver customer-facing services. A core service delivers the basic outcomes desired by one or more customers.
An enabling service is needed in order to deliver a core service. An enhanced service is added to a core service to make it more attractive to the customer. A service package contains two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes.
An utility is the functionality offered by a product or service to meet a particular need. A warranty is the assurance that a product or service will meet agreed requirements.
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