ITIL 4 The Service Value Chain Flashcards
What IT Practices does the SVC use combinations of the help create products and services
Incident Management
Change Management
Asset Management
The SVC is an operating model that outlines what?
The SVC is an operating model which outlines the key activites necessary to respond to demand and facilitate value creation.
What entities are outside the remit of the SVC
Demand, Products & Services and Value
What entities are part of the SVC and how should they be used
- P - Plan
- I - Improve
- E - Engage
- D - Design & Transition
- O - Obtain/Build
- D - Deliver & Support
These are not in order, however all 6 should be used in some fashion to create products and services and in turn value
What does the SVC actually aim to do
The SVC transforms inputs into outputs while linking the activities together
What activities of the SVC generally appertain to getting things started.
Elaborate on how these SVC activities can be used to make a start on a new or updated product or service
Plan, Improve and Engage
Much of what starts off new products and services or Updates to products and services is a combination of elements occuring in “Improvement”, “Enagement” with customers and “Planning” to make sure it matches with the business overall vision.
- When looking at the elements of the SVC remember that inputs will produce outputs and the outputs from one activity will form the inputs of another activity
- E.G. The Outputs of customer requirements that come from “Engage” will become an Input for “Design and Transition” and “Obtain/Build”
The Plan activity is a very strategic part of the SVC, the purpose of plan is to ensure a shared understanding of a number of things. Detail these things
- Vision - There may be customer request or Market demand however if this doesn’t match the vision or mission of the organisation then you shouldn’t do it - biting off more than you can chew that in turns distracts and reduces resources ultimately driving sales down
- Current Status - Make sure there is a shared understanding of the current status of plans, i.e. setting stakeholders expectations correctly and ensuring your are managing your resources correctly
- Improvement Direction - Vitally important to ensure we are getting better in the right direction to keep some of our stakeholders satisfiedr engage.
What are the Key Inputs for the Plan activity within the SVC
Key Inputs for Plan
- Policies, requirements and constraints from governing body.
- Knowledge and information about new and changed products
- Improvement status reports from improve
- Consolidated demands from engage
What are the Key Outputs for the Plan activity within the SVC
- Strategic, tactical and operational plans (STO)
- Portfolio decisions for design and transition
- Improvement opportunities for improve
- Contract and agreement requirements for engage.
What is the purpose of the Improve activity within the SVC and try to further elaborate on “improve”
- Improve is embedded in every aspect of the ITIL framework, from the Service Value System to the Service Value Chain (as here) and even practice called continual improvement
- The Purpose of Improve = To ensure continual improvement of products, services and practices across all value chain activities. (This can be done in short bursts or action over a long period of time)
- An organisation will be in a constant state of driving practice, product and service improvement.
What are the Key Inputs for the Improve activity in the SVC
Key Inputs for Improve
- Product and service information from deliver and support
- Stakeholder feedback from engage
- Knowledge and information about new and changed products
- Knowledge and information about third-party service items
What are they Key Outputs for the Improve Activity
Key Outputs for Improve
- Improvement initiatives and plans for all SVC activities.
- Performing information for plan and governing bodies
- Contract agreement requirements for engage
- Service Performance info for design and transition
There are more but you can see inputs and outputs flow to and from everywhere within the SVC when it comes to improve
What is the purpose of the Engage activity in the SVC and at what levels can it occur at
- Purpose of Engage = Provide a good understanding of stakeholder needs, transparency and continual engagement for good relationships with all stakeholders.
- This can happen at:
- Strategic levels of Upper and Senior Management
- Tactical levels of middle management
- Operational Levels with people who design, deliver and support products/services
What are they Key Inputs for the engage activity within the SVC
Key Inputs for Engage
- Detailed requirements for services/products provided by customers
- Requests and feedback form customers
- Marketing Opportunities
- Contract/Agreement requirements from all SVC activities
What are the Key Outputs for the engage activity within the SVC
Key Outputs for Engage
- Consolidated demands and opportunities for plan
- Product and service requirements for design
- Change or project initiation requests for obtain/build
- Contracts and agreements with suppliers for obtain/build
What is the biggest thing to take from the Inputs and Outputs of the Engage activity within the SVC
Biggest thing to take from these inputs and outputs is CUSTOMER REQUIREMENTS, this input helps produce product and service requirements for Design, Change or Project initiation requests for Obtain/Build and the underpinning contracts the come from our suppliers
What activities of the SVC generally appertain to Getting Down to Business
Elaborate on how these SVC activities do this.
Getting Down to Business: Design &Transition, Obtain/Build and Deliver & Support
Design & Transition, Obtain/Build and Deliver & Support are primarily focused on getting value co-created. “Where the Rubber meets the road”
What is the purpose of Design & Transition
Purpose of Design & Transition = To ensure that products and services continually meet stakeholder expectations for quality, costs and time to market.
Actually separate lifecycle changes in ITIL3 but now with rapid development they are happening simultaiously
What are the Key Inputs of the Design & Transition activity within the SVC
Key Inputs for Design & Transition
- Portfolio decisions provided by plan
- Architectures and policies approved by plan
- Improvement initiatives approved by plan and improve
- Product and Service requirements provided by engage
What are the Key Outputs of the Design & Transition activity within the SVC
Key Outputs for Design & Transition
- Requirements and Specifications for obtain/build
- Contract and agreement requirements for engage
- New and changed products for deliver and support
- Performance information for improve
What is the purpose of the Obtain & Build activity within the SVC.
When doing this who might you typically be working with
- Purpose of Obtain/Build = To ensure that service components are available when and where they are needed and meet agreed specifications.
You typically will be working with suppliers or vendors who will be supplying goods/services so you can deliver your goods and services
What are the Key Inputs for the Obtain & Build activity within the SVC
As well as this what activities provide important inputs for this activity
- Architectures and polices provided by plan
- Goods and Services provided by external suppliers through engage
- Change or project initiation request provided by engage
- Change requests provided by deliver and support
Note - Engage and Plan are important for inputs, with Deliver & Support and Design & Transition being key as well
What are the Key Outputs for the Obtain & Build activity within the SVC?
- Service Components for deliver & support/design & transition
- Knowledge and info about new and changed components
- Contract and agreement requirements for engage
- Performance information for improve
What is the purpose of the Deliver & Support activity within the SVC
Purpose of Deliver & Support = To ensure that services are delivered and supported according to agreed specifications and stakeholders expectations.
Within the Deliver and Support Activity of the SVC we need to ensure that products and services get into the hands of customers, there is nothing radical here but what do we need to do and what is the key point on this
We need deliver our products and services + support them when things go wrong
Keyword here is “agreed” ITIL is big on agreement between service provider and consumer. The provider understands what the consumer wants or needs, produces it and supports it based on what both parties agree to.
What are the Key Inputs for the Deliver & Support activity within the SVC
Key Inputs for Deliver & Support
- New and changed products/services from design
- Contracts and agreements with external suppliers from engage
- Service components from obtain/build
- User support tasks from engage
What are the Key Outputs for the Deliver & Support activity within the SVC
Key Outputs for Deliver & Support
- Service delivered to customers and users
- Information on the completion of user tasks for engage
- Product and service performance information for all
- Change requests for obtain/build and design
How many Practices are there within the ITIL SVS
34
How do you know which Practices to use within different parts of the SVC
There is no indication of the practices within the SVC, this is because they can be used in all sorts of combinations to perform the needs of the SVC.
Define and ITIL Management Practice
ITIL Management Practice = A set of organisation resources designed for performing work or accomplishing an objective.
What categories do the 34 ITIL practices fit into
General Management Practices
Service Management Practices
Technical Management Practices
Give some insight into General Management Practices
General Management Practices - Adapted for Service Management from general business management domains things like “Relationship and Finance Management”.
Give some insight into Service Management Practices
Service Management Practices - Developed in service management (IT Service management industries in particular), things like “Service Desk and Change Control”.
Give some insight into Technical Management Practices
Technical Mangement Practices - Adopted from from technology management domains things like “Deployment and Infrastructure” management
What should you remember about the ways practices can support the SVC
There are many ways practices can be combined to support the SVC and create value in products and services
How many practices are there in total and how do they split out into the relevant categories
34 Total Practices (14 General, 17 Service, 3 Technical)
What do the Practices produce?
The practices will produce both inputs and outputs in SVC activities
What is the purpose and some of the key aspects of the relationship management practice
Strategic Planning Practices
- To establish and nurture the links between organisation and stakeholders and strategic and tactical levels
- Big Idea - Customers’ priorities for new or changes services need to align with desired business outcomes, they need to be effectively established and articulated
- Heavily involved in ENAGE SVC activity
- This is where you would mediate conflicting stake holder requirements )What they want VS what they need VS what we can supply
What is the purpose and some of the key aspects of the Supplier Management Practice
Strategic Planning Practices
- To ensure the organisations suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.
- Make sure the vendors are doing what they are supposed to do so WE can do what we are supposed to do
- Simple yet effective
- Big Idea - Maintain a supplier strategy, policy and contract management information as well as Negotiate and agree to contracts and arrangements
What is the purpose and some of the Key aspects of the Availability Management practice
Warranty Practices
- To ensure services deliver agreed level of availability to meet the needs of customers and users
- BIG IDEA - Design infrastructure and apps that can deliver required availability levels, ensuring that services and components are able to collect data required to measure availability.
Define Availability
Availability = Ability of an IT Service or other configuration item to perform it’s agreed function when required, this relies on reliability(MTBSI/MTBF*) and maintainability (MTTRS**)- If a service isn’t needed at 2am, if it is down being fixed it is still considered available
What does MTSBI, MTBF and MTTRS stand for and what is each one a measure of within Availability
MTSBI = Mean time Before Service Interruption (applies to reliability) MTBF = Mean time between failure (applies to reliability) MTTRS = Mean time to restore service (applies to maintainability)
Within the realm of availability give an example to detail reliability and maintainability
A service that goes down once a year could be deemed reliable however if it takes 48hours to bring it back up it is not very maintainable
What is the purpose and some of the Key aspects of Capacity and Performance Management
- Ensure that services achieve agreed and expected performance, satisfying current and future demand and in a cost effective way
- Big Idea - Design Infrastructure and Apps that can deliver required capacity and performance of products and services
What is the purpose and some of the Key aspects of Service Continuity Management
- A continuity event is something that threatens the continuation of the business
- Sudden unplanned event causing damage or serious loss to organisation
- Ensure that the availability and performance of service is maintained at a sufficient level in the event of a disaster
- Big Idea - Provides framework for building organisational resilience with the capability of producing an effective response that safeguards the interests of key stake holders.
