The value chain activities use different combinations
Four Dimensions of
Service Management
·
Organizations &
People
2. Information & Technology
3. Partners and Suppliers
4. Value Streams & Processes
Organizations &
People
·
Culture, Shared values
& Attitudes
2. Skills and competencies
Information & Technology
·
Security &
regulatory compliance requirements.
2. Information & knowledge needed to manage services.
Partners &
Suppliers
·
Relationships between
organizations
2. Integrator to ensure relationships are coordinated
Value Streams and
Processes
·
Combo of value chain
activities
2. Sequence of actions and their dependencies.
Information/Technology
Criteria
·
Availability
2. Reliability
3. Accessibility
4. Timeliness
5. Accuracy
6. Relavance
Partner/Suppliers
Levels of integration/formality
·
Goods Supply
2. Service Delivery
3. Service Partnerships
Value Streams
·
A series of steps an
organization undertakes to create and deliver products and services to service
consumers. It combines the organizations value chain activities.
Process
·
A set of interrelated
or interacting activities that transforms inputs into outputs.
ITIL Service Value
Systems
·
Describes how all the
components and activities of the organization work together as a system to
enable value creation.
Components of SVS
(Service Value Systems)
·
Guiding Principles
2. Governance
3. Service Value Chain
4. Practices
Guiding Principles of
SVS (Service Value Systems)
·
Recommendations that
can guide an organization in all circumstances, regardless of changes in it's
goals, strategies, type of work, or management structure.
Governance of SVS
(Service Value Systems)
·
The means by which an
organization is directed and controlled.
Practices of SVS
(Service Value Systems)
·
Sets of organizational
resources designed for performing work or accomplishing an objective
Continual Improvement
of SVS (Service Value Systems)
·
A recurring
organizational activity performed at all levels to ensure that an
organization's performance continually meets stakeholder's expectations.
PIEDOD - Service Value
Chain Activities
·
Plan, Improve, Engage,
Design & Transition, Obtain & Build, Deliver & Support
Service Value Chain
(Service Value Systems)
·
A set of
interconnected activities that an organization performs in order to deliver a
valuable product or service to its consumers and to facilitate value
realization.
PlAN Value of the
Service Value Chain
·
Purpose is to ensure a
shared understanding of the vision, current status and improvement direction
for all 4 dimensions.
IMPROVE Value of the
Service Value Chain
·
Purpose is to ensure
continual improvement products, services and practices, across all Value Chain
Activities and all 4 dimensions.
ENGAGE Value of the
Service Value Chain
·
Purpose is to provide
a good understanding of stakeholders needs, maintain a continual engagement
with the stakeholders, and maintain transparency and good relationships with
the stakeholders.
DESIGN &
TRANSITION Value of the Service Value Chain
·
Purpose is to ensure
that products and services continually meet stakeholder expectations for
quality, costs and time to market.
OBTAIN/BUILD Value of
the Service Value Chain
·
Purpose is to ensure
that service components are available when and where they are needed, and meet
agreed specifications.
DELIVER/SUPPORT Value
of the Service Value Chain
·
Purpose is to ensure
that services are delivered and supported according to agreed specifications
and stakeholders expectations.
Why do organizations
create Service Value Streams?
·
In order to carry out
a certain task, or respond to a particular situation.
How do you convert
inputs into outputs?
·
The value chain
activities use different combinations of ITIL practices.
ITIL Practices
·
Sets of resources
designed for performing certain types of work.
True/False: The
information and technology dimension applies both to service management and to
the services being managed.
·
TRUE
True/False: Culture is
a reflection of an organization's formal organizational structure?
·
FALSE
True/False: Value
stream mapping helps to identify barriers to workflow and waste.
·
TRUE
True/False:
Relationships between organizations should be managed with consistent levels of
formality.
·
FALSE
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