As customers needs are evolving at an astronomical pace, businesses need to reinvent themselves in order to stay relevant. At the heart of this unavoidable reinvention lies Information Technology (IT). However, if IT will be worth the ‘hype’, there needs to be a seamless handshake between the different IT roles such as; BA, UI/UX Designer, Coder, QA, PM and DevOps, involved in creating value. In this webinar, you’ll learn: 〉 ITIL 4 Overview 〉 Differences between ITIL V3 and ITIL 4, 〉 ITIL 4 elements (Service value system, Service value chain, Guiding principles, ITIL Practices and Four Dimensions) 〉 The link between IT, Agile, Business Analysis 〉 How the different roles interrelate 〉 Using ITIL 4 Service Value Chain Activities to design a new app

1. ITIL 4 – Make sense of what BA,
UI/UX Designer, Coder, QA, PM
and DevOps do
Harrybaker Training Institute
www.harrybakertraining.com

2. Deji Ariyo
Lead Trainer/Consultant
B.Sc. Biochemistry, MBA (Cranfield)
IT Service Management & Governance
ITIL Expert, , COBIT5 Assessor & Implementer, SDI Analyst & Manager, CompTIA A+, etc.
Project, Program, Portfolio & Change Management
PRINCE2, PMP, MoP, MSP, MoR, MoV, BBC, PRINCE2 Agile, AgilePM, EVM, P3O, PMD Pro, etc.
Business Analysis & Process Improvement
LSSBB, Change Practitioner, Business Analysis, APMG Facilitation, IMC, etc.
Talent & Competency Management
SFIA Consulting Certificate
@deji_ariyo
www.linkedin.com/in/dejiariyo/
deji.ariyo[at]harrybakertraining.com
Experience
UACN, Gateway Bank, ChevronTexaco, npower, Vodafone, Charteris, BSkyB, Kura, Harrybaker,
Laudah, etc

3. AGENDA
Introduction
A brief overviewofITIL4
Using ITIL 4 Service Value Chain Activities to design a new app
Conclusion

4. Organizations are under more pressure than ever before.
WE LIVE IN
DIGITAL ECONOMY

5. EVERY INDUSTRY IS CHANGING

6. Internet Penetration Rate
Global = 58.8%
Africa = 39.3%
Nigeria = 61.2%
Technology Adoption
SaaS Industry
Market Size = $623 billion by 2023
Number = Over 11,000
Business 100% on SaaS = 38%

7. History
First ITIL book published, Service Level
Management, then Help Desk
(incorporating the concepts of Incident
Management), Contingency Planning,
and Change Management.
The updated version of the framework released,
comprising of 26 processes and four functions
across five lifecycle stages of Service Strategy,
Service Design, Service Transition, Service
Operation and Continual Service Improvement.
AXELOS, a joint venture between the Cabinet Office
and Capita plc. founded, to become the custodians of
ITIL, taking responsibility for developing the
framework to equip organizations with the knowledge
and skills to face today’s business challenges.
Version 3 released.
Version 2 released.
First ITIL exams were offered by EXIN.
Problem Management, Configuration
Management and Cost Management for IT
Services published.
Software Control & Distribution published.
Availability Management published.
ITIL 4

8. ITIL v3 TO v4

9. The ITIL Service Value System
The ITIL SVS has been specifically architected to enable flexibility and discourage siloed
working
9

10. What work/ activities do we carry out?
How do we do the work/ activities?
ITIL 4 Service Value System

11. 34 ITIL practices
11

12. The ITIL guiding principles
12
• The ITIL guiding principles are not independent
• You need to think about all of them, each time you need to
• Make a decision
• Prioritise work
• Review improvement opportunities
• Resolve a conflict
• …
• Sometimes you will decide that only one or two principles
apply
• But you need to consider all of them

13. ITIL Service Value Chain

14. The Value Stream for a New Service
• High level value stream for a new service
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
14
3
1
2
4
5
6

15. Demand: Business Pain/Problem creating Opportunity
TTP to productivity for early career
professionals and career builders is always
too long leading to low performance or
ultimate loss on investment

16. The Service Value chain
16
The purpose of the engage value chain
activity is to provide a good
understanding of stakeholder needs,
continual engagement with all
stakeholders, transparency and good
relationships with all stakeholders

17. Service Value Chain Activity - ENGAGE
• What are the pain or opportunities?
• Who are affected?
• What metrics for the pain?
• How big is the pain/opportunity?
• Why does the pain/opportunity exist?
• How is it solved today?
For example:
Questions Key Roles
Principles Practices
Business Analysis
Service level Management
Relationship Management

18. The Concept of the Customer Journey
18

19. DSV - Summary
19

20. The Service Value chain
20
The purpose of the plan value chain
activity is to ensure a shared
understanding of the vision, current
status and improvement direction for
all four dimensions and all products
and services across the organization

21. Service Value Chain Activity - PLAN
• What is the organization’s mv2
s?
• What are the current statuses of Value
Streams, Organization & People,
Information & Technology, Partners &
Suppliers, Existing Products and
Services?
For example:
Questions Key Roles
Principles Practices
Strategy Management
Portfolio Management
Workforce & Talent Management

22. 4 Dimensions

23. The Service Value chain
23
The purpose of the design and
transition value chain activity is to
ensure that products and services
continually meet stakeholder
expectations for quality, costs and time
to market

24. Service Value Chain Activity – DESIGN & TRANSITION
• What will be the Minimum Viable &
Usable Product?
• How do we develop the product or
service to deliver value incrementally to
the customers (shortest possible time)?
• How do we move from A to B?
For example:
Questions Key Roles
Principles Practices
Capacity & Performance Management
Architecture Management
Service Design

25. Service Design

26. Transition Plan/Product Roadmap

27. The Service Value chain
27
The purpose of the obtain/build value
chain activity is to ensure that service
components are available when and
where they are needed, and meet
agreed specifications

28. Service Value Chain Activity – OBTAIN/BUILD
• Do we make or buy?
• Considerations can include:
• Time?
• Cost?
• Skills?
• etc
For example:
Questions Key Roles
Principles Practices
Software Development & Management
Service Validation & Testing
Deployment Management

29. Obtain or Build
Make Buy

30. Agile Process

31. DevOps & The Service Value Chain
31

32. The Service Value chain
32
The purpose of the deliver and
support value chain activity is to
ensure that services are delivered
and supported according to agreed
specifications and stakeholders’
expectations

33. Service Value Chain Activity – DELIVER & SUPPORT
• Is the service being delivered as
promised or agreed?
• How responsive are the support teams
to customers’ issues?
• How do we monitor and report service
metrics?
For example:
Questions Key Roles
Principles Practices
Service Desk
Incident Management
Service Requests Management

34. Service Measurements

35. The Service Value chain
35
The purpose of the improve value
chain activity is to ensure continual
improvement of products, services and
practices across all value chain
activities and the four dimensions of
service management

36. Service Value Chain Activity – IMPROVE
• What gaps exist between the planned
targets and the actual performance
across:
• Products
• Services
• Practices
For example:
Questions Key Roles
Principles Practices
Continual Improvement
Measurement & Reporting
Knowledge Management

37. THE SERVICE VALUE CHAIN
• Organizations create service value streams to carry out specific tasks, or respond to particular
situations
• Service value streams are specific combinations of activities and practices, and each one is
designed for a particular scenario
• Each value stream is a different combination of value chain activities and practices
• Inputs and outputs must be understood as specific to particular value streams
ENGAGE ACTIVITY
Step A1 Step A2 Step A3
DELIVER & SUPPORT ACTIVITY
Step A4 Step A5
Step B1 Step B2 Step B3 Step B4
ValuestreamAValuestreamB
ToENGAGEToOBTAIN/BUILD
37

38. 1
2
3
4
5
Practices
Service Desk
Request Management
Service Level Management
Service Catalogue Management
0
Practices
Service Desk
Request Management
IT Asset Management
Capacity & Performance Management
Practices
Supplier Management
IT Asset Management
Capacity & Performance Management
Request Management

39. ITIL in 60 Seconds
Global
recognition
Huge active
community
Enabler for
delivery of
high quality
services
Makes
organizations
more effective
and efficient
Helps
achieve $ms
in ROI
Adopted by
world-leading
brands, e.g.
HP, IBM
Built on 30
years of
experience

40. Qualifications

41. ITIL 4 Certification Overview
41

42. Useful links & resources
• Looking to get started with ITIL 4?
Find out more the world’s most widely adopted ITSM framework at
https://bit.ly/2TSEqQk
• Looking for ITIL 4 Practices?
Find them, and more, on MyITIL at https://bit.ly/2TSEqQk
• Looking to develop skills relevant to a digital and fast-paced organization?
Find out how ITIL 4 can help at https://bit.ly/2VdkRU4

43. For more information about ITIL, please visit:
http://www.harrybakertraining.com/itil-4-training-and-exam/