Internal CMC TSSG_ITIL 4 Foundation V1 (Day 3 & 4).pdf

HCMC, Dec-2022
Khuu Han Giang | ITO Manager | ITIL Expert®
Internal Traning | CMC TSSG | Version: 1.0

Agenda
Introduction - ITSM in the modern world & ITIL 4
Key concepts of service management
The fours dimensions of service management.
The ITIL service value system
► The Service Value Chain
The Guiding Principles
General Management Practices
Service Management Practices
Technical Management Practices
Quiz

The Service Value Chain
Module 04

Module 4: The Service Value Chain
➢ Understanding Service Value System and Service Value Streams
➢ Value Chain Activities
❖ plan
❖ improve
❖ engage
❖ design and transition
❖ obtain/build
❖ deliver and support.

The central element of the SVS is the service value
chain, an operating model which outlines the key
activities required to respond to demand and facilitate
value realization through the creation and
management of products and services.

Value chain activities use different combinations of ITIL practices

Value chain activities

1
2
3
5
4
6

For a new Service component
• 1. Understand and document service requirements
• 2. Decide whether to invest in the new service
• 3. Design & architect the new service to meet customer requirements
• 4. Build, configure, or buy service components
• 5. Deploy service components
• 6. Release service to customers and users

For a Customer Support
• 1. Understand and document service requirements
• 5. Deploy service components

For resolve issue and improve

Service Value stream – An illustration

Service Value stream – An example
Value stream – An error in third-party software creates issues for user

Value Chain Activity - Engage

Value Chain Activity - Plan

Value Chain Activity – Design & Transition

Value Chain Activity – Obtain & Build

Value Chain Activity – Deliver & Support

Value Chain Activity – Improve

Summary | Module 04: The Service Value Chain
❖Understanding Service Value System and Service
Value Streams
❖Value Chain Activities
✓ plan
✓ improve
✓ engage
✓ design and transition
✓ obtain/build
✓ deliver and support.

Agenda
► The Guiding Principles
General Management Practices
Quiz

Module 05

Module 5: The Guiding Principles
➢ What are Guiding Principles
➢ How are Guiding Principles Used
➢ ITIL Guiding Principles
❖ Focus the Value
❖ Start Where You Are
❖ Progress Iteratively With Feedback
❖ Collaborate and Promote Visibility
❖ Think and Work Holistically
❖ Keep It Simple and Practical
❖ Optimize and Automate

Guiding principles is a recommendation that guides an organization in all circumstances, regardless of changes in its goals,
strategies, type of work, or management structure. A guiding principle is universal and enduring.
They can be used to guide organizations in their work as they adopt a service management
approach and adapt ITIL guidance to their own specific needs and circumstances.

How are Guiding Principles Used ?
❖ Guide an organization’s decisions and actions.
❖ Shared understanding and common approach to service management across the organization.
❖ Create the foundation for an organization’s culture and behaviour from strategic decision-making to day-to-day
operations.
❖ Encorage and support organization in continual improvement at all level.
Reflect in many other framworks, methods, standards, philosophies and body of knowledge like Lean, DevOpt and
COBIT.

Principles interact with
and depend upon each
other
Consider the relevance of
each principle and how they
apply together

#1: Focus on Value

#2: Start Where You Are

► Assess Where You Are

► Role of Measurement

Applying the principle

#3: Progress iteratively with feedback

► Iterations

► Feedback

► Iterative feedback

❖ Comprehend the whole, but do something.
• Avoid paralysis of analysis
❖ The ecosystem is constantly changing, so feedback is essential.
❖ Fast does not mean incomplete.
• Understand and deliver Minimum Viable Products (MVP)
• MVP is a version of the final product allowing for maximum validated learning with least effort
(enlightened trial and error)

#4: Collaborate & Promote Visibility

► Silos

► Increasing urgency through visibility
❖ Poor visibility of the workload and progression of work, there is a risk of
creating the impression that the work is not a priority.
❖ Insufficient visibility of work leads to poor decision-making, which in turn
impacts the organization’s ability to improve internal capabilities
❖ critical analysis activities as:
• understanding the flow of work in progress
• identifying bottlenecks, as well as excess capacity
• uncovering waste.

❖ Collaboration does not mean consensus.
• Don’t need to make everyone happy
❖ Communicate in a way the audience can hear.
• Right method, right message, right time.
❖ Decisions can only be made on visible data.
• Decisions based on no data is risky.
• Getting data may be costly
• Balance

#5: Think & Work Holistically

#5: Think & Work Holistically
❖ Recognize the complexity of the systems.
❖ Collaboration is key to thinking and working holistically.
• Timely collaboration can negate under delays.
❖ Where possible, look for patterns in the needs of and interactions between system elements.
❖ Automation can facilitate working holistically.

#6: Keep It Simple & Practical

► Judging just to keep

► Conflicting Objectives

❖ Ensure value.
❖ Simplicity is the ultimate sosophistication.
❖ Do fewer things, but do them better.
❖ Respect the time of the pepple involved.
❖ Easier to understand, more likely to adopt.
❖ Simplicity is the best route to achieving quick wins.

#7: Optimize & Automate

► Optimization

► Automation

❖ Simplify and/or optimize before automating.
❖ Define your metrics.
❖ Use the other guiding principles when applying this oneunderstanding the flow of work in progress:
• Progress iteratively with feedback.
• Keep it simple and practical.
• Focus on value.
• Start where you are.

Summary | Module 05: The Guiding Principles
❖What are Guiding Principles
❖How are Guiding Principles Used
❖ITIL Guiding Principles
✓ Focus the Value
✓ Start Where You Are
✓ Progress Iteratively With Feedback
✓ Collaborate and Promote Visibility
✓ Think and Work Holistically
✓ Keep It Simple and Practical
✓ Optimize and Automate

Agenda
► General Management Practices
Quiz

Internal CMC TSSG_ITIL 4 Foundation V1 (Day 3 & 4).pdf

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