ITIL V4 Foundation

Summary form the Book

The core components of the ITIL SVS are:

• the ITIL service value chain
• the ITIL practices
• the ITIL guiding principles
• governance
• continual improvement.

toolset for ITSM practitioners

The four dimensions model

• Organizations and people
• Information and technology
• partners and suppliers
• value streams and processes.

KEY CONCEPTS OF SERVICE MANAGEMENT

Definition:

Service management A set of specialized organizational capabilities for enabling value for customers in the form of services.

important concepts of service management

• the nature of value and value co-creation
• organizations, service providers, service consumers, and other stakeholders
• products and services
• service relationships
• value: outcomes, costs, and risks

Specialized organizational capabilities

The nature of value the nature and scope of the stakeholders involved how value creation is enabled through services.

The purpose of an organization is to create value for stakeholders.

Value (The perceived benefits, usefulness, and importance of something.)

Organizations, service providers, service consumers, and other stakeholders

Definition:

Organization A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.

When receiving services, an organization takes on the role of the service consumer.

Service consumer is a generic role that is used to simplify the definition and description of the structure of service relationships. In practice, there are more specific roles involved in service consumption, such as customers, users, and sponsors