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©Simplilearn. All rights reserved.
Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
IT Infrastructure Library® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
AXELOS® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited used under the permission of AXELOS Limited. All rights reserved.
ITIL® 4 Foundation Certification Course
Lesson 1: Introduction to Service Management and ITIL®
Learning Objectives
Identify the significance of IT service management in the modern world
Discover the goals of ITIL® 4 foundation
Describe the structure and benefits of ITIL® 4 framework
By the end of this lesson, you will be able to:
Introduction to Service Management and ITIL
Topic 1: Significance of IT Service Management
Introduction to IT Service Management
All services are
IT enabled.
Services enable organizations to create
value for themselves and their customers.
They comprise the largest and dynamic
component of all economies.
They offer huge benefits for organizations in
creating, expanding, and improving their IT service
management capability.
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
Introduction to IT Service Management
Technology is advancing fast today.
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
Introduction to IT Service Management
Opened opportunities
for value creation
Cloud computing Infrastructure as a
Service (IaaS)
Machine Learning Blockchain
Made IT an important
business driver
Transformed IT as a source
of competitive advantage
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8

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Introduction to Service Management and ITIL.pdf

  • 1. ©Simplilearn. All rights reserved. Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved. ITIL® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. AXELOS® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited used under the permission of AXELOS Limited. All rights reserved. ITIL® 4 Foundation Certification Course Lesson 1: Introduction to Service Management and ITIL®
  • 2. Learning Objectives Identify the significance of IT service management in the modern world Discover the goals of ITIL® 4 foundation Describe the structure and benefits of ITIL® 4 framework By the end of this lesson, you will be able to:
  • 3. Introduction to Service Management and ITIL Topic 1: Significance of IT Service Management
  • 4. Introduction to IT Service Management All services are IT enabled. Services enable organizations to create value for themselves and their customers. They comprise the largest and dynamic component of all economies. They offer huge benefits for organizations in creating, expanding, and improving their IT service management capability. Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 5. Introduction to IT Service Management Technology is advancing fast today. Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 6. Introduction to IT Service Management Opened opportunities for value creation Cloud computing Infrastructure as a Service (IaaS) Machine Learning Blockchain Made IT an important business driver Transformed IT as a source of competitive advantage Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 7. Introduction to IT Service Management • Organizations are undertaking digital transformation to exploit the digitization opportunities. • The organizational needs for stability, predictability, operational agility, and increased velocity must be balanced with digital transformation. Stability Predictability Operational agility Increased velocity Digitization Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 8. Introduction to IT Service Management Information and technology are being integrated with other organizational capabilities. Cross-functional teams are becoming popular. Service management is evolving to support the organizational shift. The most widely adopted guidance on IT Service Management (ITSM) is evolving Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 9. Introduction to Service Management and ITIL Topic 2: Goals of ITIL 4 Foundation
  • 10. About ITIL ITIL leads the ITSM industry with guidance, training, and certification programs. ITSM Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 11. Lean Agile DevOps Embraces new ways of working Provides guidance to address service management challenges ITIL 4: Benefits for Organization Ensures flexible, coordinated, and integrated system for effective governance of IT Enabled Services (ITeS) Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8 Reshapes ITSM practices in the wider context of customer experience, value streams, and digital transformation
  • 12. ITIL 4: Benefits for Professionals Acts as a reference guide to be used in work, study, and professional development Elaborates the concepts of service management framework for the ITIL Foundation exam Provides an overview of the ITIL 4 framework and how it adopts modern technologies and ways of working Introduces readers to the management and key concepts of modern IT enabled services Guides professionals on how they can improve their and their organization’s capabilities Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 13. Introduction to Service Management and ITIL Topic 3: Structure and Benefits of ITIL 4 Framework
  • 14. ITIL 4 Framework The key components of ITIL® 4: Service Value System (SVS) Four Dimensions Model Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8
  • 15. The key components of ITIL® 4: Service Value System (SVS) Four Dimensions Model Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 8 ITIL 4 Framework
  • 16. ITIL SVS The ITIL SVS represents how the various components and activities of the organization work together to facilitate value creation through IT enabled services. Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 17. ITIL SVS • The components and activities can be combined in a flexible way. • ITIL SVS facilitates integration and coordination of various organizational components and activities. • It provides a strong, unified, and value- focused direction for the organization through IT enabled service. Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 18. Core Components of ITIL SVS 1. ITIL service value chain 2. ITIL practices 3. ITIL guiding principles 4. Governance 5. Continual improvement Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 19. Core Components of ITIL SVS 1. ITIL service value chain • Provides an operating model for the creation, delivery, and continual improvement of services • Defines six key activities that can be combined in many ways, forming multiple value streams • Can be adapted to multiple approaches, including DevOps and centralized IT, to address the need for multimodal service management Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 20. Core Components of ITIL SVS • Enhance the flexibility of SVS • Support multiple service value chain activities, providing a comprehensive and versatile toolset for ITSM practitioners 2. ITIL practices Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 21. Core Components of ITIL SVS • Guide an organization’s decisions and actions • Ensure a shared understanding and common approach to service management across the organization • Create the foundation for an organization’s culture and behavior 3. ITIL guiding principles Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 22. Core Components of ITIL SVS • Enables organizations to continually align their operations with the strategic direction set by the governing body 4. Governance Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 23. Core Components of ITIL SVS • Supports all other components of the ITIL SVS • Is a simple and practical improvement model • Maintains the resilience and agility of all components in a constantly changing environment 5. Continual improvement Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 9 Figure 1.1 The service value system
  • 24. The key components of ITIL® 4: Service Value System (SVS) Four Dimensions Model Four Dimensions Model Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 10 ITIL 4 Framework
  • 25. The Four Dimensions Model ITIL 4 outlines the four dimensions of service management, from which each component of the SVS should be considered. 1. Organizations and people 2. Information and technology 3. Partners and suppliers 4. Value streams and processes An organization ensures that the SVS remains balanced and effective by giving each of the four dimensions an appropriate amount of focus. Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved, Page 10
  • 26. Key Takeaways Service management is changing to address and support the organizational shift and ensure that the opportunities from new technologies are maximized. ITIL has led the ITSM industry with guidance, training, and certification programs for more than 30 years. The key components of the ITIL 4 framework are the ITIL service value system (SVS) and the four dimensions model. The ITIL SVS represents how the various components and activities of the organization work together to facilitate value creation through IT enabled services. The four dimensions of service management are organizations and people, information and technology, partners and suppliers, and value streams and processes.
  • 27. Thank You ©Simplilearn. All rights reserved. Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved. ITIL® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. AXELOS® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited used under the permission of AXELOS Limited. All rights reserved.