itil® 4 pre-course workbook - the knowledge academy · itil® 4 workbook . 1.introduction it...

ITIL®4 Workbook

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.

Copyright © AXELOS Limited 2018-19 All rights reserved. Reproduced under licence from AXELOS Limited.

© The Knowledge Academy 2020

Rohit.Malhar

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ITIL® 4 Workbook

1. IntroductionIT services are now the first and often most important means of value creation for organisations all over the world, and IT service management is growing and changing at an ever-increasing pace.

ITIL® 4 has been created from the ground up for this dynamic environment, while still keeping the core focus of facilitating value creation in the form of IT services.

This workbook is designed to introduce you to some of the key concepts in ITIL® 4 and IT service management, so that you will be able to follow the course material more easily. Completing the activities in this workbook will help you learn about the basics of ITIL® 4.

ITIL® 4 is designed to bring ITIL® up to date by reshaping ITSM practices to prioritise customer experience and encompassing agile development methods. Using the new ITIL® framework will help organisations harness the potential of current technology to create and manage value throughout their IT service offerings.

2. Introduction to Service ManagementITIL® defines service management as a collection of specialised organisational capabilities used to create value. This value is usually IT product or service-based, and is created for the benefit of stakeholders (this term describes any person or persons with a ‘stake’ in a product or service, not only customers).

ITIL® 4 theorizes that value in the current digital climate is actually co-created with input from both providers and consumers. This form of value creation gives more power to the consumer when compared with the old-fashioned model of distant, one-way relationships in which service providers simply delivered packaged value to consumers. ITIL® 4 utilises a service value chain (as outlined below) that facilitates the creation of value at all levels during the creation and operation of a product or service.ITIL® 4 understands that many different companies create and use IT services, varying massively in size, purpose, and scope. To accommodate as many types of organisation as possible, ITIL® 4 uses a flexible and general structure (see the following section) that is intended to be reshaped and modified as appropriate to an organisation’s specific objectives.

2.1 Service Relationships Modern organisations are likely to be service consumers as well as service providers. For example, a company that offers a social media service to customers may also use a third party cloud storage provider to store user data. ITIL® 4 understands that service relationships are multi-faceted and that value can only be created by considering all relationships in the overall context of an organisation’s ITSM environment as a whole.




Accordingly, service relationships outside the traditional consumer and provider dynamic are well within the purview of ITIL® 4, and there are many more types of stakeholder beside the end-user or customer. For example, shareholders, other service providers, and employees are all stakeholders with voices that are important inputs into the ITIL® framework. The thinking behind this is that engaging as many stakeholders as possible during the creation of a product or service means that an organisation can get the maximum amount of value in co-operation with its stakeholders. ITIL® 4 values collaboration over confrontation and proactivity over reactivity. Service relationships can stretch from provision to consumption and include all those in between. ITIL® 4 believes that, when services are supplied by a provider, they create more resources for consumers. For example, a farmer supplies crops that chefs can use to cook. The ITIL® 4 service relationship model can be seen in this diagram:

resources for consumers. For example, a farmer supplies crops that chefs can use to cook. The ITIL® 4 service relationship model can be seen in this diagram:

In the ITIL® 4 framework, a service is a method of facilitating value co-creation by helping consumers reach specific outcomes, while a product is an arrangement of an organisation’s resources configured to offer value. For example, a service might take the form of an ongoing platform that hosts or offers a number of different products.




The products offered by an organisation may vary in terms of the resources used (e.g. people, software, technology, suppliers). The customer will usually see one side of a product (e.g. user interface of a word processing program) and may not be aware of or have access to all its different aspects (e.g. the code that powers the program). A service offering is a collection of services that creates value in different areas for a group of consumers. For example, a person purchasing a mobile phone from a retailer may receive a service offering covering a number of areas, from the physical phone itself and software included (goods) to mobile network access (access to resources), and warranty/repair services (service actions).




2.2 Exercise A Imagine you are buying a car from a used car dealership. The car comes with a two-year warranty from the dealer, but not directly from the manufacturer itself. In the box below, list all the constituent parts of the service offering you have purchased, including products, services, service actions, and any other elements you can think of. Write the category of each item in the left-hand column, and the details of the item in the right-hand column.

ItemCategory




2.3 Outcomes, Costs, and Risks

As outlined above, service relationships can be complex and multi-faceted. They can help organisations achieve outcomes and lower costs, but they can also create new risks and negatively affect some outcomes. ITIL® 4 takes outcomes to mean positive results that help stakeholders achieve their goals, while outputs are deliverable results of activities. An output might be a pair of glasses, for example, but the outcome is the increased satisfaction and confidence of the consumer who wears the glasses. To best understand how to facilitate outcomes by creating new outputs, ITIL® 4 recommends frequent communication with stakeholders at all levels of service development.

In relation to the costs associated with value, ITIL® 4 prescribes two ways of considering them: those imposed on the consumer by a service, and those removed from the consumer by a service. A cost is the expenditure allocated to a resource or activity. Similarly, there are two types of risk: those removed from the consumer by a service, and those imposed on the consumer by a service. In ITIL® 4, a risk is considered to be an event that could negatively impact an organisation, stakeholder, or consumer.

The consumer themselves can help to reduce risk by stating the outcomes they want the service to achieve, letting the organisation know what they find most valuable, and ensuring that the organisation can access the consumer’s resources when needed.

Reducing risk is not the same as creating value, although these activities are connected; in ITIL® 4, every aspect of the framework is intended to help facilitate the co-creation of value. To assess the potential value offered (i.e. effectiveness at engendering positive outcomes), an organisation should assess the utility and warranty of a service.

The utility of a product or service is its usefulness; this is an observation of what function the product or service fulfils. Meanwhile, the warranty is an assessment of how the product or service performs, and whether or not it is fit for purpose. For example, if a radiator works adequately but does not heat up enough to warm a room, it has high warranty value but little utility value. However, if the radiator gets sufficiently hot but keeps leaking, it has high utility value but little warranty value. A product or service must have both utility and warranty value if it is to achieve outcomes successfully.




2.4 Exercise B

Match the words below with their correct definitions.

Organisation

Risk

Warranty

Value

Outcome

Stakeholder

Product

Service action

An arrangement of an organisation’s resources configured

to offer value

A specific goal that will create value for a stakeholder

An undertaking performed as part of a service offering (e.g. a warranty)

Any person or persons with a ‘stake’ in a product or service, not only

customers

An event that could negatively impact an organisation, stakeholder,

or consumer

An individual or group with responsibilities to reach its objectives

Outcomes co-created for the benefit of stakeholders

An interaction between a service provider and consumer, which facilitates value co-creation for

both parties

An assessment of how the product or service performs, and whether or

not it is fit for purpose

Service relationship




3 The Structure of ITIL® 4 and the Service Value System

ITIL® 4 is composed of the Service Value System and the Four Dimensions model. The Service Value System, or SVS, consists of:

• The ITIL® service value chain• The ITIL® guiding principles• ITIL® practices• Governance• Continual Improvement

The Service Value System can be seen in the following model; its constituent parts will be explained throughout the remainder of this workbook.

Copyright © AXELOS Limited 2018-9. Reproduced under licence from AXELOS. All rights reserved.




3.1 The ITIL® Service Value Chain This aspect of the SVS is an operating model for IT services, from their creation to delivery and continual improvement. It has six constituent activities that combine to create several value streams. These streams are flexible enough that they can adapt to different development methodologies (such as DevOps) at once. Because the value chain is adaptable, it allows organisations to respond dynamically to changing demands. The value chain includes the following activities:

The Plan activity is used to create an understanding of the overall vision for products and services. The Improve activity is used to ensure continual improvement of all outputs throughout the value chain. The Engage activity facilitates a strong understanding of stakeholder needs and relationships. The Design and Transition activity is used to guarantee that all products and services meet quality standards. The Obtain or Build activity is used to ensure that service components are available where and when needed. The Deliver and Support activity ensures that products and service are created to match stakeholder specifications.

Plan

Improve

Engage

Design

and

Transition

Obtain or

Build

Deliver

and

Support




The service value chain, in practice, looks like the following model. However, this is just a template; ITIL® 4 is designed to be versatile enough to support many different business types, so the structure of the service value chain may vary between implementations in different organisations.

3.2 Exercise C Which value stream actiAvity involves gaining knowledge about the expectations and desires of customers and other service users?





3.3 The ITIL® Guiding Principles and Management Practices The ITIL® guiding principles are a set of recommendations that can guide an organisation, regardless of background variables like its vision, goals, or hierarchy. There are seven guiding principles that promote the core ITIL® values and help organisations to prioritise the creation of value and undertake continual improvement. The guiding principles include:

The ITIL® guiding principles are mindsets designed to help organisations in a variety of ITSM scenarios, from adopting new IT frameworks to communicating with stakeholders. These will be covered in more detail during the course, along with the ITIL® management practices.

Focus on value Start where you are Progress iteratively

with feedback

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Optimise and automate




3.4 Exercise D Fill in the blanks to the statements below with the seven ITIL® guiding principles. These statements concern stakeholder communication.

1. Reviewing roadmaps on a consistent basis is an effective way to________________________.

2. Using user studies to learn about the needs and benefits that are mostimportant to customers is a way of ________________________.

3. Implementing a specific method of communication at the best time with a specificaudience is a way to ________________________.

4. Taking notes in meetings and updating notes post-meeting to drive feedback is a wayto ________________________.

5. Ensure that you always educate stakeholders on the reasons why a decision or changehas been made. ________________________.

6. Including important stakeholders at significant stages is a way to________________________.

7. The first step in stakeholder communication is to identify stakeholders before planninghow to communicate with them. ________________________.




3.5 Governance Governance is an important aspect of organisational strategy in every business. ITIL® 4 takes governance to mean the system or systems by which an organisation is directed or managed. A governing body could be a board of directors, a team of senior managers, or even just one chief executive. Governance in action takes the form of evaluation (e.g. the governing body will evaluate the organisation on a regular basis to assess its status and objectives), direction (e.g. the governing body will choose the organisation’s priorities and establish how to achieve them), and monitoring (e.g. the governing body will observe the organisation’s progress and outputs to ensure that they correlate with its strategic objectives).

ITIL® 4 recommends that the guiding principles outlined above should be applied to top-level governance as well as the day-to-day and ITSM operations of a business. Its holistic approach is one of the advantages of the new ITIL® 4 framework. The service value chain should work to help achieve the objectives set by the governing body, and the management and governance should communicate frequently to ensure that their priorities are in alignment.

3.6 Continual Improvement ITIL® 4 aims to facilitate continual improvement across the entirety of an organisation. For maximum effectiveness, the ITIL® 4 framework should be adopted at all levels, and everyone working on a product or service should attempt to find opportunities for continual improvement wherever possible.

ITIL® 4 includes a continual improvement model, which should be used alongside the Improve value chain activity to aid organisations’ improvement initiatives. The model supports a structured, iterative approach to continual improvement, with the awareness that its implementation will vary considerably based on the specific organisations or areas to which it applies.





The steps of the ITIL® 4 continual improvement model do not have to be executed in a linear fashion. The various steps of the model, and the questions it asks, will be elaborated on during the course.




3.7 Exercise E Without referring to the earlier diagram, label this model of the ITIL® Service Value System with the correct names of the procedures and activities that form the SVS. Please give five answers.





4: The Four Dimensions of Service Management As well as the SVS, the ITIL® 4 framework is also dependent on four dimensions of service management. ITIL® believes that these areas are crucial to the effective operation of IT services, and that they can interact and synergise with all elements of the SVS. They form part of the ITIL® 4 framework’s approach to ITSM: ITIL® believes that organisations should maintain a holistic attitude to their behaviour, and that focusing too much on specific areas of operation (for example, service response times or latency) can lead to carelessness with other areas (for example, CX or UX design). As seen in the diagram below, the four dimensions of service management are:

• Organisations and people• Information and technology• Partners and suppliers• Value streams and processes





ITIL® encourages organisations to consider each of these dimensions as essential parts of a larger whole, as they are less effective when implemented in isolation. The four dimensions are also influenced by factors outside of the scope of the SVS, as seen at the edges of the diagram above. For example, factors that influence supplier selection might include the organisation’s strategic focus, resource availability, and cost concerns. 4.1 Exercise F Thinking about the external factors in the diagram above, list four specific factors that might influence the information and technology dimension.




5 Exercise AnswersA) To succeed in this exercise, you should have listed at least one item for each of thethree categories below:

Category Item

Service actions Services performed as part of the transaction, such as warranties

Access to resources Agreement to provide resources, such as the lease of a hire car, when

needed

Goods Physical products, such as the car itself,

for which ownership is transferred as part of the service offering




B) Correct items are paired by colour:

Organisation An arrangement of an organisation’s resources configured to offer value

Risk A specific goal that will create value for a stakeholder

Warranty An undertaking performed as part of a service offering (e.g. a warranty)

Value Any person or persons with a ‘stake’

in a product or service, not only customers

Service relationship An event that could negatively

impact an organisation, stakeholder, or consumer

Outcome An individual or group with responsibilities to reach its

objectives

Stakeholder Outcomes co-created for the benefit of stakeholders

Product

An interaction between a service provider and consumer, which

facilitates value co-creation for both parties

Service action An assessment of how the product

or service performs, and whether or not it is fit for purpose




C) Engage

D) 1. Progress iteratively with feedback2. Thinking and working holistically3. Optimise and automate4. Keep it simple and practical5. Focus on value6. Collaborate and promote visibility7. Start where you are

E)





F) Sample answers might include:

Expenditure Sensitive information Data protection requirements

Availability of resources Bandwidth capacity Third party services

Legal restrictions Data privacy Need for cloud storage/services




itil® 4 pre-course workbook - the knowledge academy · itil® 4 workbook . 1.introduction it...

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