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2. Information Technology Infrastructure Library Hey guys! Get coffee, we’re going to understand ITIL and ITSM!

3. What’s in it for you? Let’s have a look at what we’re going to cover today! What is ITIL? ITSM – Concepts ITIL Elements • ITIL Dimensions • ITIL Service Value System ITIL Certification Popular ITIL Job Roles

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5. What’s in it for you? What is ITIL? IT Service Management – Concepts ITIL Elements • ITIL Dimensions • ITIL Service Value System ITIL Certification Popular ITIL Job Roles

6. What is ITIL? • ITIL (Information Technology Infrastructure Library) refers to a set of detailed practices that highlight the best practices for delivering high quality IT services • These frameworks help: • Businesses manage risk • Create a stable IT environment • Strengthen customer relations • Establish cost-effective practices

7. What is ITIL? The ITIL framework has gone through several revisions since its inception in the late 1980s. The latest iteration of ITIL is ITIL4, released in 2008 • ITIL refers to a set of detailed practices that highlight the best practices for delivering high quality IT services • These frameworks help: • Businesses manage risk • Helps create a stable IT environment • Strengthen customer relations • Establish cost-effective practices

8. What is ITIL? • ITIL is also a best practice framework that provides guidance on achieving ITSM Information Technology Service Management ITSM is the practice of delivering IT services and supporting internal customers with the help of people, processes and technology

9. What is ITIL? But before we can understand ITIL, it’s important that we must understand some key terms related to ITSM • ITIL is also a best practice framework that provides guidance on achieving ITSM Information Technology Service Management ITSM is the practice of delivering IT services and to support internal customers with the help of people, processes and technology

10. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Co-creation of value • Value • It is a strategy that focuses on customer experience and interactive relationships. It allows and encourages involvement from the customer to give them a greater experience • Value represents the perceived benefits, usefulness, and the importance of something

11. ITSM – Key concepts Here’s how co-creation of value is helpful: • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • It helps service providers focus on what their customers want • It gives service providers confidence to invest in service development • It helps build strong relationships with the customer • Co-creation of value • Value • It is a strategy that focuses on customer experience and interactive relationships. It allows and encourages involvement from the customer to give them a greater experience • Value represents the perceived benefits, usefulness, as well as the importance of something

12. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Organization • A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives

13. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Organization • Service • A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks • A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives

14. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Organization • Service • Service relationship • A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks • A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives • It represents the co-operation between a service provider and a service consumer

15. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Organization • Service • Service relationship • A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks • A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives • It represents the co-operation between a service provider and a service consumer

16. ITSM – Key concepts A service provider is a role performed by an organization that provides services to consumers • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Organization • Service • Service relationship • A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks • : A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives • It represents the co-operation between a service provider and a service consumer

17. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Organization • Service • Service relationship • A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks • A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives • It represents the co-operation between a serviceprovider and a service consumer

18. ITSM – Key concepts A service consumer can represent three sub-categories: • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: Customer: This individual defines the requirements of a service and takes responsibility for the outcomes of service consumption. Eg: IT Manager A person who uses the services. Eg: company employees User: • Organization • Service • Service relationship A person who authorizes the budget for service consumption. Eg: Finance manager Sponsor: • A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks • : A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives • It represents the co-operation between a serviceprovider and a service consumer

19. ITSM – Key concepts • Service management relationship • Output • Outcome • These are joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings • These represent physical or non-physical deliverables created as a result of an activity • A result for a stakeholder enabled by one or more outputs

20. ITSM – Key concepts Let’s have a look at an example: Output Outcome One of the desired outputs of a good website is fast loading speed Due to the fast loading speed, customers are inclined to buy more goods and services from the website • Service management relationship • Output • Outcome • These are joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings • These represent physical or non-physical deliverables created as a result of an activity • A result for a stakeholder enabled by one or more outputs

21. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Warranty • Utility • This is the functionality offered by a product or service to meet a particular need • This is the assurance that a product or service will meet the agreed requirements

22. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: • Warranty means ensuring: • Service availability • Information security • Service capacity • Service continuity • Warranty • Utility • This is the functionality offered by a product or service to meet a particular need • This is the assurance that a product or service will meet the agreed requirements

23. ITSM – Key concepts • To completely understand ITIL and ITSM, certain terms and concepts need to be understood. They are: Now, let’s talk about the two major elements ITIL • Warranty • Utility • This is the functionality offered by a product or service to meet a particular need • This is the assurance that a product or service will meet the agreed requirements

24. ITIL Elements • ITIL Elements • ITIL Service Value System • Four Dimensions

25. ITIL Elements Let’s have a look at the four ITIL dimensions • ITIL Elements • ITIL Service Value System • Four Dimensions

26. ITIL Dimensions • ITIL has defined 4 dimensions that are important for the effective and efficient delivery of value by the organization, in the form of products and service to its stakeholders and customers • These dimensions are not independent of one another • Focusing on one dimension over the other would reduce the overall value provided to the stakeholders by the organization

27. ITIL Dimensions • Information and Technology • Organizations and People • The corporate culture needs to support the organization’s objectives and to make sure there’s the appropriate level of staff capacity and competency. For example: HR function, entire organization and employees • Organizations need to ensure that, to maximize the value of the data while delivering technology services, they need to manage risks and obligations that result from owning that information. Eg: HR Portal, LAN/ WAN etc.

28. ITIL Dimensions • Value Streams and Processes • Partners and Suppliers • These are concerned with how the different parts of the organization work in a combined manner, to make sure value is created with the help of products and services. These are activities, workflows, controls and procedures needed to fulfill the organization’s objectives. Eg: Supplying server/ router etc. • Partners and suppliers play an important role to increase the value created through co-creation. They are involved in the design, deployment, delivery, support and continuous improvement of services and their relationship to the organization. Eg: IT functions

29. Factors affecting ITIL Dimensions • These dimensions are also affected by 6 environmental factors (PESTLE) • These can have a positive, or a negative impact on one of, or all of the dimensions. • They are considered from the risk management perspective

30. Factors affecting ITIL Dimensions • Social • Economical • Political • The changing preferences and perceptions of an organization’s subscriber base can make it hard to find a one-size fit approach in service and service management • A change in leadership within the organization, or in the locality can have a positive or negative impact on an organization’s services or management practices • A variation in gas prices, interest rates and other components can cause an organization to have overpriced or unprofitable services

31. Factors affecting ITIL Dimensions • Environmental • Legal • Technological • With rising concerns regarding climate change, customers are more oriented towards companies that are seen to be respectful to the environment • Regardless of the technological innovation, technology greatly impacts the way services are created and delivered • Regulatory frameworks like GDPR can greatly impact how access to services and service delivery can take place

32. ITIL Dimensions Next, let’s have a look at the ITIL service value system • Value Streams and Processes • Partners and Suppliers • These are concerned with how the different parts of the organization work in an combined manner, to make sure value is created with the help of products and services. These are activities, workflows, controls and procedures needed to fulfil the organization’s objectives. Eg: Supplying server/ router etc. • Partners and suppliers play an important role to increase the value created through co-creation. They are involved in the design, deployment, delivery, support and continuous improvement of services and their relationship to the organization. Eg: IT functions

33. ITIL Elements • ITIL Elements • ITIL Service Value System • Four Dimensions

34. ITIL Service Value System • It describes the different components and activities of the organization working together as a whole to enable value creation. These are inputs, elements, and outputs that are relevant to service management

35. ITIL SVS - Guiding Principles • It describes the different components and activities of the organization works together as a whole, to enable value creation. These are inputs, elements and outputs that are relevant to service management • Guiding Principles • These are recommendations that can guide an organization in every scenario, regardless of their changing goals, strategies, type of work, management or structure

36. ITIL SVS - Guiding Principles 1 2 3 • Start with where you are • Progress iteratively • Focus on Value • An organization must focus on ensuring it creates value for all stakeholders involved, like customers, users, society, employees, etc. Though focus must also be put on customer and user experience (CX and UX) • Organize work into small, manageable sections that can be completed with ease, quickly. Use feedbacks with each iteration to make sure you take the required actions • Improve on what’s available, than creating it from scratch, unless absolutely necessary. Rather than solely relying on metrics and reports, use themonly to support your own observations

37. ITIL SVS - Guiding Principles 4 5 • Think and work holistically • Collaborate and promote visibility • Promote collaboration to ensure greater effectiveness and value for mutual customers and partners. Transparency about what’s happening and other relevant information make collaboration much easier • Understand how the work done by you contributes to the value created by the organization. Decisions must be taken keeping in mind how it will affect and benefit everyone else in the organization

38. ITIL SVS - Guiding Principles 6 7 • Optimize and automate • Keep it simple and practical • Make sure you focus on simple things and create value for the organization. Make sure every activity is effective with the minimum number of steps and is creating value for the stakeholders • Make sure resources are used effectively and efficiently. Automate processes whenever possible, eliminating wasteful and inefficient steps

39. ITIL SVS - Governance • It describes the different components and activities of the organization works together as a whole, to enable value creation. These are inputs, elements and outputs that are relevant to service management • Governance • It provides a structure through which an organization can ensure that a direction can be established and control can be maintained. All investments made by an organization are aimed to create value and to support business objectives

40. ITIL SVS - Governance • There are three activities through which governance can be realized: 1 2 3 • Evaluate • Direct • Monitor • Done with regular performance reviews of the organization, strategy, portfolios, relationships with other parties, keeping in mind changing external circumstances, and stakeholder requirements • To determine that the performance of the organization and its practices, products and services align with the strategy and policies set in the direct activity • It sets the direction and prioritization for the vision, mission and plans, with policies that establish the requirements for behaviour by staff, vendors or contractors

41. ITIL SVS – Service Value Chain • It describes the different components and activities of the organization works together as a whole, to enable value creation. These are inputs, elements and outputs that are relevant to service management • Service Value Chain • It is an operating model for the creation, delivery, and continuous improvement of services. It consists of six activities, that can be combined in a wide variety of ways to form multiple value streams

42. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value

43. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value • Plan • Ensuring a shared understanding of the vision, current status, and improvement of all dimensions across all products and services across the organization

44. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value • Engage • Providing an understanding of the needs of the stakeholders, ensuring transparency, maintaining regular engagement, and good relations with the stakeholders

45. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value • Design and Transition • Ensuring products and services meet the quality, cost and time requirements of the stakeholders

46. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value • Obtain/ build • Ensuring service components are available when they are required, and that they satisfy the specifications

47. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value • Deliver and Support • Ensuring services are delivered and supported based on the specifications and stakeholder’s expectations

48. ITIL SVS – Service Value Chain • The Service Value Chain consists of 6 activities that help in the creation of value • Improve • Ensuring continual improvement of products, services, and practices across the value chain and the four dimensions of service management

49. ITIL SVS - Practices • It describes the different components and activities of the organization works together as a whole, to enable value creation. These are inputs, elements and outputs that are relevant to service management • Practices • These are a set of organizational resources aimed at performing work or to fulfil an objective. These resources are grouped into the four ITIL dimensions mentioned earlier

50. ITIL SVS - Practices • Practices fall into three categories: • Technical Management • Service Management • General Management • These have been adapted from technology management domains for service management purposes by focusing on IT services • These have been developed in service management and ITSM industries • These have been adopted and adapted for general business management domains