ITIL 4: SVS (2)

作成日: 2019/06/12

Guiding Principles

• Focus on 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

Governance

Service value chain (The six value chain activities)

• Plan
  Ensuring a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

• Improve
  Ensuring continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.

• Engage
  Providing a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

• Design and transition
  Ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market.

• Obtain/build
  Ensuring that service components are available when and where they are needed, and meet agreed specifications.

• Deliver and support
  Ensuring that services are delivered and supported according to agreed specifications and stakeholders' expectations.

Practices

Management Practices

• 14 general management practices

• 17 service management practices

• 3 technical management practices

The four dimensions of service management

• Organizations and people

• Information and technology

• Partners and suppliers

• Value streams and processes

Continual Improvement

• What is the vision?

• Where are we now?

• What do we want to be?

• How do we get there?

• Take action

• Did we get there?

• How do we keep the momentum going?