Search

9 Things You Didn’t Know About ITIL® Foundation

As the demand grows for more online services and technology to help do our jobs, so too does the role of the IT team. The bigger the team and its responsibilities, the greater the need for standard practices and processes to help keep the work under control. The Information Technology Infrastructure Library (ITIL®) defines those practices. It’s made up of 5 volumes that cover the complete role of the IT division from understanding customer needs to managing large scale infrastructure improvements. In between, it goes into lots of detail about configuration management, dealing with vendors and much, much more. However, it all starts with ITIL® Foundation. Here are 9 things that you might not have known about ITIL Foundation. 1. It’s a Complete Qualification The Foundation level is the first of the ITIL certificates. The others are Practitioner, Intermediate, Expert and Master, and they each reflect a level of competence as an IT professional. However, Foundation is a recognized qualification in its own right. You don’t have to go on and take any of the other levels if you don’t feel they are a good fit for your career needs. For some people ITIL® Foundation is going to be the complete qualification that they need. 2. It’s a Pre-Requisite for Some Jobs Entry level IT jobs might require you to have a certified level of competence to demonstrate both your skills and preparedness for the IT environment. ITIL Foundation is the perfect way to do that and the qualification can enhance your CV in a crowded market. Check the requirements of the kind of jobs you want to go for and find out what your target employers think are the important skills. 3. It’s Tailorable The skills and knowledge you’ll learn on your ITIL® Foundation course are completely tailorable and scalable for your own organization. Whether you work somewhere big or small, with hundreds of IT staff, and off-shored capability or a handful of people in the office just a few desks away from you, ITIL will work. 4. There Is No Membership Unlike other qualifications like PMP®, there is no associated membership body with ITIL Foundation. Or with any of the ITIL qualifications. That means you don’t have to pay membership fees but also that you don’t benefit from the body of knowledge and sense of community that comes with being a member. There are alternative membership groups that focus on IT service management and plenty of industry press. Check out what your employer recommends as your professional membership association if you think that it would be of value to you to join a group. 5. You Can Study Online You don’t need to go to a classroom to take your ITIL Foundation course. The topic lends itself extremely well to self-paced online learning. Read our 5 essential steps to be successful at online learning to start your journey off on the right foot. 6. It’s For Everyone In IT The ITIL Foundation course is part of a suite of ITIL courses designed for people who work in service management but it’s also useful for people who work in a wider, broader IT role such as IT project managers. ITIL Foundation is a great grounding in what good technical service management looks like. Whatever your role in IT, a solid understanding of how technical services are provided to the rest of the business is a great way to advance your skills and ensure everyone is on the same page with priorities. 7. Your Course Counts for PDUs As we saw above, ITIL Foundation is for everyone. The great news for people holding other qualifications is that studying for ITIL Foundation can count towards the professional development units and continuing education schemes for your existing qualifications. The study you do for ITIL Foundation will give you 25 PDUs towards maintaining your PMP® credential, for example. You get to build your knowledge in a new and valuable area and meet the requirements of your other professional bodies at the same time! 8. The Exam Is Only 60 Minutes Many professional qualifications ask you to sit long, essay-based exams. Not so for ITIL® Foundation. For this exam you’ve got only 60 minutes to answer 40 questions and they are all multiple choice! You can’t take any manuals into the exam but the exam itself is very manageable if you have done the required study. 9. ITIL Foundation Is Only The First Step While ITIL Foundation is a qualification in its own right, it will only really give you the basics. It will help you understand the terminology, concepts and key elements of how an IT service organization works. You’ll come away understanding the service lifecycle, the key processes involved in running a service division and how it all fits together to help teams deliver great service. However, alone, that is unlikely to be enough to apply the principles of IT service management. If your role involves setting up IT service processes or defining new work practices, or even taking part in the more complicated processes, then you are going to have to take your studies further. The Foundation level is the perfect grounding and it gives you a general overview and awareness, which for many people is all they need to do their roles effectively. Just be aware that you should continue your exploration of service management beyond that if you want to be able to lead and implement the processes effectively. ITIL Foundation is your first step towards a successful career in IT services and management! Find out more about taking your ITIL Foundation course with KnowledgeHut.
Rated 4.5/5 based on 20 customer reviews

9 Things You Didn’t Know About ITIL® Foundation

8K
9 Things You Didn’t Know About ITIL® Foundation

As the demand grows for more online services and technology to help do our jobs, so too does the role of the IT team.

The bigger the team and its responsibilities, the greater the need for standard practices and processes to help keep the work under control. The Information Technology Infrastructure Library (ITIL®) defines those practices. It’s made up of 5 volumes that cover the complete role of the IT division from understanding customer needs to managing large scale infrastructure improvements. In between, it goes into lots of detail about configuration management, dealing with vendors and much, much more.

However, it all starts with ITIL® Foundation. Here are 9 things that you might not have known about ITIL Foundation.

1. It’s a Complete Qualification

The Foundation level is the first of the ITIL certificates. The others are Practitioner, Intermediate, Expert and Master, and they each reflect a level of competence as an IT professional. However, Foundation is a recognized qualification in its own right. You don’t have to go on and take any of the other levels if you don’t feel they are a good fit for your career needs. For some people ITIL® Foundation is going to be the complete qualification that they need.

2. It’s a Pre-Requisite for Some Jobs

Entry level IT jobs might require you to have a certified level of competence to demonstrate both your skills and preparedness for the IT environment. ITIL Foundation is the perfect way to do that and the qualification can enhance your CV in a crowded market.

Check the requirements of the kind of jobs you want to go for and find out what your target employers think are the important skills.

3. It’s Tailorable

The skills and knowledge you’ll learn on your ITIL® Foundation course are completely tailorable and scalable for your own organization. Whether you work somewhere big or small, with hundreds of IT staff, and off-shored capability or a handful of people in the office just a few desks away from you, ITIL will work.

4. There Is No Membership

Unlike other qualifications like PMP®, there is no associated membership body with ITIL Foundation. Or with any of the ITIL qualifications. That means you don’t have to pay membership fees but also that you don’t benefit from the body of knowledge and sense of community that comes with being a member.

There are alternative membership groups that focus on IT service management and plenty of industry press. Check out what your employer recommends as your professional membership association if you think that it would be of value to you to join a group.

5. You Can Study Online

You don’t need to go to a classroom to take your ITIL Foundation course. The topic lends itself extremely well to self-paced online learning. Read our 5 essential steps to be successful at online learning to start your journey off on the right foot.

6. It’s For Everyone In IT

The ITIL Foundation course is part of a suite of ITIL courses designed for people who work in service management but it’s also useful for people who work in a wider, broader IT role such as IT project managers. ITIL Foundation is a great grounding in what good technical service management looks like.

Whatever your role in IT, a solid understanding of how technical services are provided to the rest of the business is a great way to advance your skills and ensure everyone is on the same page with priorities.

7. Your Course Counts for PDUs

As we saw above, ITIL Foundation is for everyone. The great news for people holding other qualifications is that studying for ITIL Foundation can count towards the professional development units and continuing education schemes for your existing qualifications. The study you do for ITIL Foundation will give you 25 PDUs towards maintaining your PMP® credential, for example.

You get to build your knowledge in a new and valuable area and meet the requirements of your other professional bodies at the same time!

8. The Exam Is Only 60 Minutes

Many professional qualifications ask you to sit long, essay-based exams. Not so for ITIL® Foundation. For this exam you’ve got only 60 minutes to answer 40 questions and they are all multiple choice! You can’t take any manuals into the exam but the exam itself is very manageable if you have done the required study.

9. ITIL Foundation Is Only The First Step

While ITIL Foundation is a qualification in its own right, it will only really give you the basics. It will help you understand the terminology, concepts and key elements of how an IT service organization works. You’ll come away understanding the service lifecycle, the key processes involved in running a service division and how it all fits together to help teams deliver great service.

However, alone, that is unlikely to be enough to apply the principles of IT service management. If your role involves setting up IT service processes or defining new work practices, or even taking part in the more complicated processes, then you are going to have to take your studies further. The Foundation level is the perfect grounding and it gives you a general overview and awareness, which for many people is all they need to do their roles effectively. Just be aware that you should continue your exploration of service management beyond that if you want to be able to lead and implement the processes effectively.

ITIL Foundation is your first step towards a successful career in IT services and management! Find out more about taking your ITIL Foundation course with KnowledgeHut.

Elizabeth

Elizabeth Harrin

Blog Author

Elizabeth Harrin is the author of Shortcuts to Success: Project Management in the Real World, Social Media for Project Managers and Customer-Centric Project Management. She also writes the award-winning blog, Subscribe to Elizabeth's newsletter for more updates.

Join the Discussion

Your email address will not be published. Required fields are marked *

1 comments

Elsy Stroik 02 Feb 2017

hi!,I like your writing so much! share we communicate more about your post on AOL? I require a specialist on this area to solve my problem. May be that's you! Looking forward to see you.

Suggested Blogs

The ITIL Framework and It’s Processes

You’ve got ITIL® questions. We’ve got ITIL answers. Recently, a group of learners, due to complete their engineering degrees in computer science caught up with John Dell, one of our expert ITSM trainers and authors, seeking advice on careers in ITSM. This blog is an account of the conversation which will serve ITIL aspirants well. The learners opined that they were not very keen on programming and would like to explore what other options exist in the IT sector. They were about to graduate and were not sure there is much opportunity outside programming in IT. John clarified that firstly, the IT sector does not revolve only around software development. The IT industry is vast and presents plenty of opportunity. He suggested they start by carrying out a quick SWOT analysis for themselves.  Majority of the learners cited that communication, good analytical and testing skills and leadership skills were their strengths;incidentally, coding and design were not particularly strengths for this group. The group recognized that IT support and the IT service industry would open up several opportunities, while programming and core software development were not areas that appealed to them. Based on this basic SWOT analysis, John suggested that the students considerjobs related to Service management. Jumping into whatITIL is all about and how it couldpropeltheir career.  IT Management mainly involves Software Development & Management, IT Infrastructure Management, and IT Service Management. The ITILFramework refers to set of best practices, guidelines, methodologies designed by industry experts to align their IT Services with customer and business strategic goals. So, this framework provides uniform and consistent guidelines to all IT industries to define their IT Service Management processes.  Why is there a need for a consistent framework? When asked whether each IT companycan come up with their own framework and design for IT service management, John answered that they actually can. He further elaborated with an illustration -  Company A provides support to Company X and Company B provides support to Company Y. Here, A and B are Service providers and X and Y are service consumers. They have not adhered to any service management framework.  Both service providers, A and B, have unknowingly made many mistakes and faced lots of challenges in providing support to their consumers, X and Y.  After a couple of years, once the project is completed, A and B have not exchanged notes, nor learnt from each other’s mistakes. Six months down the line, B commits the samemistakes that A earlier had and vice versa. In such a scenario, would service consumers X and Y ever come back to A and B again? Not likely. When mistakes repeat,service consumersor customers will not be happy and may not return to with the project again. To avoid such a scenario, what such companies could do is to connect with each other and sharelessons. Such an initiative would avoid many bottlenecks and arrest many recurring challenges. John explained that companies, understanding the importance of consistent process, have embraced lessons from the industry and continually improvise their processes for better customer experience. While it may not be feasible to connect with every other company and collect their lessons and best practices in real time, not with standing that companies may or may not share that information, there is a need for a common forum or entityto collect best practices and lessons across the IT industry and formulate aframework. Such a framework formulated for the IT Service industry is called the ITIL framework. Why is this framework called ITIL? ITIL stands for Information Technology Infrastructure Library. When asked why it was referred to as a ‘Library’, John explained that it is a set of practices for Information Technology Service Management (ITSM) that focuses on aligning IT services with the needs of the business.  As it is a set of practices best practices and lessons from the service industry, it is referred to as a “library”.  Significance ofITILin theService Industry Johnwent on to explain that there were plenty of reasons for the ITIL framework: ITIL framework helps to align the IT solutions with business strategic goals  It helps to set the realistic, achievable and predictable service goals  It ensures efficient service delivery and improves customer satisfaction  It reduces costs through improved utilization of resources  It defines consistent IT roles and improves communication through standardized terminology It improves planning and continual improvement due to regular measurement and monitoring What is meant by continual improvement? John addressed the question with a use case: Company A is the Service Provider and Company X is the Service consumer.  Company A and Company X are in legal contractual agreement. Company A agrees to provide N services to Company X for the next 2 years. One of the agreed services is to resolve all High priority incidents within 4 hours. After a year of experience, Company A (Service Provider) becomes very good knowledge in resolving incidents within 2 hours and this has been verified as well.  Now, Company A (Service Provider) submits a proposal to Company X (Service Consumer) to improvise the High priority incident resolution time by 2 hours instead 4 hours. The contractual document is amended. Company X (Service consumer) agrees to pay an additional amount for the improvisation of service to Company A (Service Provider). This is a good example of continual improvement.  Continual improvement results in improvising service will always increase the customer satisfaction index, says John. History of ITIL In the year 1989, the UK Government’s Central Computer and Telecommunications Agency (CCTA) developed the first version of ITIL to unite IT systems in an efficient and cost-effective way.  Collecting best practices from all government agencies and private sector companies across Europe, the CCTA came up with an initial standard framework. ITIL soon grew to a 30-volume catalogue, providing a collection of all IT best practices that focused on and catered for client and business needs. In the year 2000, CCTA change into OGC (Office of Government Commerce, UK). The same year, Microsoft also adopted ITIL as the foundation for developing their Microsoft operations and framework (MOF). This version was focused on making ITIL more accessible and arranged the 30-volume framework into nine related categories.  In the year 2007, ITIL was expanded and reorganized as an IT service management lifecycle, known as ITIL Version 3 (ITIL V3).  Thisversion covers the initial conception, development, transition, operations, and improvement of a service.  ITIL V3 views the activity of managing service as a lifecycle, which is a shift in focus from the individualized process/function view of the previous version.The service lifecycle concept has further evolved since.  In the year 2011, AXELOS released a revision of ITIL that resolved errors and inconsistencies with V3. This is the updated version of the 2007, referred to as ITILv3 updated. In this version,the ITIL service lifecycle contains 5 stages:  ITIL Service Strategy,  ITIL Service Design,  ITIL Service Transition,  ITIL Service Operation and  ITIL Continual Service Improvement.  This forms the basis for all ITIL best practices across the globe. Since 2013, ITIL has been owned by AXELOS Ltd – a joint venture between Capita Plc and the British Government’s Cabinet Office. In the year 2019, due to the Industry 4.0 revolution, the current version of ITIL was launched. V4 has more practical guidance on how to use ITIL in an organization which embraces digital journey. This makes it easier for organizations to align ITIL with DevOps, Agile, and Lean work methods. With V4, ITIL adopted more of a holistic philosophy towards service management, making it broader and more inclusive for the modern IT environment. Having developed a good understanding of the evolution of ITIL, the students learnt about how the best practices which originated from a few European companieswere continuously improvised and revised tonow become a global acceptable Service management framework across the globe. How ITIL works The students now wanted to go deeper and asked how ITIL could help the organization to achieve its strategic goals. John explained that following ITIL practices helps organization achieve their strategic goals by: Ensuring quality of IT services meetsService consumer’s expectations and needs EnsuringService consumer can use IT services whenever and wherever they are needed Ensuring organizations can improve Customer satisfaction by building and maintaining positive business relationships Ensuring that organizations maximize value for money from their service providers Allowing organizations to benchmark their IT services and maximize ROI Allowing organizations to demonstrate and quantify the actual value of the services they provide Allowing organizations to forecast, influence, and respond to demand IT services in a cost-effective manner depending on fluctuating demand situations Allowing organizations to minimize IT service disruption Stages of ITIL and the purpose of each stage By now, the students were very keen and eager to know about the different lifecycle stages defined in ITIL V3 and its purpose. John went on to explain that ITIL has five stages. The following table helps explain each stage and its purpose:S.NoITIL StagesPurpose1Service StrategyThe Service Strategy stage provides guidance on how to design, develop, and implement IT Service Management. This is the core of the Service Lifecycle. This phase mainly focuses on understanding and defining the market. Also defines the needs of the customers2Service DesignIn the Service Design stage, strategies generated in Service Strategy stage are turned into action. Services and processes are designed, and plans are implemented to have a better service management.3Service TransitionThe Service Transition stage ensures that the new changes and modifications are efficiently incorporated in the service lifecycle without disrupting the other existing services or processes. It is carried out in a well-coordinated manner using cost-effective measures and resources. Through service transition, the design built is tested and implemented in the lifecycle in a productive manner4Service OperationThe Service Operation stage provides guidance on day-to-day business operations. The goal is for the IT department to keep things running smoothly, reliably, efficiently, and cost-effectively. The activities and processes in this phase ensure that services are delivered to customers at the agreed Service level agreement with minimal interruptions and disruptions. Service Operation focuses on providing value to both service consumer and the service provider.5Continual Service ImprovementThe Continual Service Improvement stage focus on improving the current service to the Service consumers. Continual Service improvement focus on progressive monitoring and controlling of services. Key performance indicators must be in place to determine whether the service is running optimally, and the service owner must ensure that the service complies with the strategic targets linked to the IT serviceJohn went on to explain that the outcomes of the Continual Service Improvement become the inputs for Service Strategy. Identified improvements will help to revise the strategic goals and targets.  Explaining what was meant by Key Performance Indicator, John defined it as a quantifiable measurement for measuring any strategic goal. This is generally agreed between Service consumer and Service Customer in the legal contract, he added. The difference between ITIL®V3 and ITIL®4  Digging deeper into the difference between ITILv3 and ITIL4, John explained that ITIL4 was the latest version. The two may need to be prioritized depending on the case, he pointed out.  S.NoITILv3ITIL41IT defines life cycle approachIt defines Service Value system-based approach2This version does not talk about 4-dimension model.This version emphasises the importance of 4-dimensions for a holistic service management.3ITIL V3, with its 26 service lifecycle processes, functions and other guidance arguably also describes how the components and activities in the organization work together.ITIL 4 and the Service value system take a more holistic approach, providing organizations with a flexible operating model that supports different work approaches. ITIL 4 presents 34 practices as "sets of organizational resources designed for performing work or accomplishing an objective".4There are no guiding principles under ITILv3The ITIL 4 guiding principles are universal recommendations that can guide organizations in many situations, such as "work holistically" and "keep it simple and practical".5ITIL V3 covers governance under service strategyThe governance component of the ITIL 4 service value system is about directing and controlling the organizationWhat are the different certifications available in ITIL? Explaining the available certifications in ITIL, John elaborated using the following table to help the students to understand the different certifications under ITIL.  (Source: Axelos). S.NoLevelsPurpose1ITIL 4 Foundation LevelThe ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.2ITIL 4 Managing ProfessionalThe Managing Professional (MP) stream provides practical and technical knowledge about how to run successful IT enabled services, teams and workflows.3ITIL 4 Strategic LeaderITIL 4 Strategic Leader demonstrates that the you have a clear understanding of how IT influences and directs business strategy.4Master LevelTo achieve the ITIL Master certification, you must be able to explain and justify how you have personally selected and applied a range of knowledge, principles, methods and techniques from the ITIL Framework and supporting management techniques, to achieve desired business outcomes in one or more practical assignments.Getting started Concluding, John summarized that to get started all one needs to do is to talk to professionals to understand how the work they do contributes to creating value for customers. If everybody thinks about what they do in these terms, then the next step will be much easier. The IT world we live in is becoming more and more service based by the day and there is great opportunity. Industry leaders have seen ITIL in action and have bought into it. Most major global corporations run their services on ITIL®, and such IT professionals are in great demand. 
Rated 4.0/5 based on 15 customer reviews
7022
The ITIL Framework and It’s Processes

You’ve got ITIL® questions. We’ve got ITIL an... Read More

The Business Benefits of Following ITIL Best Practices

Information Technology Infrastructure Library® or ITIL® as it is widely known is the accepted best practice framework in IT Service Management (ITSM).Around the world, organizations have adopted it as an effective tool to transform management of IT services and for achieving business growth. IT Service Management is leveraged extensively to create competitive advantages. IT is no more a cost center, but it has come to be regarded as an important business driver which offers tremendous opportunities for value creation. Today, it is hard to come across any service not enabled by IT and with businesses faced with tremendous disruptions, IT services comprise the most significant and perhaps the largest component. With Digital transformation rapidly changing the global business and economic landscapes, corporations are striving to remain competitive and relevant. How a service is delivered and managed can determine who will survive and who will not. Creating value through services for customers and for themselves is what organizations are striving for. Many enterprises are embracing opportunities offered by digital transformation. Theseorganizations realize that such transformations must be in sync with the need for stability, predictability, operational agility, and organization velocity. Therefore, improving and expanding capabilities in IT Service management is the name of the game! Overview of the ITIL4 framework ITIL4 is a major upgrade from the previous version, ITIL V3. In keeping with the changing business environment, ITSM is also evolving as organizations adopt newer ways of working.Cross function teams are becoming commonplace and there is an increased integration of IT with other organizational capabilities. ITIL4 provides a new operating model – a model that is flexible as well as practical, one that can help organizations on their digital transformation journey. In the new framework, ITIL best practices are integrated with new ways of working such as Agile and DevOps. The key elements of ITIL4 are the four dimensions, the guiding principles, the move from processes to practices, and the ITIL service value system. In this article, we will discuss each of this in detail. Benefits of ITIL4 Adoption of ITIL4 can bring a lot of benefits to the organizations and practitioners alike. In the new version, the framework accords strategic importance to ITSM by placing it in the wider context of customer experience and value co-creation. The main benefits of ITIL4 are: Holistic Approachto Service Management Understanding how all the parts of the organization – ITSM,development, operations,business relationship and governance – work together in an integrated way is key to a holistic approach to value creation. This provides end-to-end visibility and appropriate controls which is essential to the achievement of organizational agility, faster time to market, quality, optimized costs, and reduced risk through continual improvement and innovation. Focus on co-creating business value: While the focus of ITIL V3 was on IT services lifecycles(development, deployment, improving and retiring), ITIL4 has a focus across the entire organization. Thefour dimensions that are essential to creating value for all stakeholders, including customers are as follows: Organization and People This dimension is essentially about the people aspect of ITSM. The organizational culture needs to support its objectives andthe right level of staff capacity, competencies and skill sets are required for value co-creation to take place. Organizational structure (horizontalor vertical),roles and responsibilities, adequate Governance and effective communication aresome other key considerations to focus under this dimension.ITIL4 shows how every dimension is affected by multiple factors. Source: AXELOSInformation and technology: This aspect applies to both service management and to the services being managed. This dimension includes information created, managed, and used in the course of service provision and consumption. The technology part considers components like storage, network, databases etc. that make up the service as well as technology that support service management at the enterprise level. Partners and suppliers Value is increasingly achieved through co-creation.Partners and suppliers play a vital role in the design, development, delivery, and continual improvement of services.The breadth and depth to which organizations integrate suppliers into their value chains depends on many factors like in-house capabilities, sourcing strategy, relationship, cost etc. Value streams and processes It is critical that the different parts of the organization work in an integrated and coordinated way to create value.ITIL4 introduces the service value chain which is an operating model which helps map how a value stream (the delivery process of a service) flows across various activities from demand to supply. Organizations should map a value stream for every product or service to provide a complete, end-to-end picture of how value is created. Improved Business and IT alignment Witha flexible operating model in the form of Service Value System (SVS),the framework offers opportunities for better alignment of Business and IT whereby IT contributes works in tandem to realize organizational goals. This not only improves quality of service but also leads to higher customer satisfaction by reducing risks and cutting down time to market. Key concepts of ITIL V4 Value Co-creation  ITIL4 defines Services as: “A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks” This definition marks a shift from the old definition as it outlines ‘value co-creation’. What this means is that the Service provider and Service Consumers must work together to create value. In ITILV3, value was described as something the Service Provider created for customers. The Service provider collaborates with customers to understand what constitutes value for customers rather than creating products and services in a vacuum. There are also two types of key stakeholders defined within ITIL4: Service Provider When provisioning services, an organization takes on the role of the service provider. The provider can be external to the consumer’s organization, or they can both be part of the same organization. Service Consumer When receiving services, an organization takes on the role of the service consumer. Service consumer is a generic role that is used to simplify the definition and description of the structure of service relationships. Just as there can be different provider roles, consumers are also divided into different roles or categories, namely: Customer a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption User a person who uses the service Sponsor a person who authorizes budget for the service In some instances, the same person may serve in several roles. In other cases, different people may assume the various roles. As a Service Provider organization, it is important to understand who fills each of these roles and what expectation each of them wants and expects from the service provider. Products A configuration of an organization’s resources designed to offer value for a consumer A service provider may a product or portfolio of products that have the potential to co-create value for multiple customer segments. Service Provider can thus create one or more service offerings.Products are a configuration of an organization’s resources. Source: AXELOS.Service Value System and Management Practices The ITIL4Service Value System (SVS) describes how all the components and activities of the organization work together as a system to enablevalue creation. A system can be defined as an interconnected network or as a set of things working together as parts of a mechanism. An organization is a system. The Service provideras a system, receives demand from multiple sources and converts them into value by creating/offering services for customers.ITIL Foundation: ITIL4 Edition (2019). Source: AXELOSThe Service Value System (SVS) is a different way of looking at the organization. The SVS is interconnected. It has individual parts; but they are all part of the same mechanism, working together. This includes how  organizations get things done (Service Value Chain), how decisions are made (Guiding Principles), how do they improve (Continual Improvement), how do they ensure they are doing what they profess to be doing (Governance), and how do they process work (Practices). Successful organizations exploit opportunities and respond to demand by delivering high-quality products and services in a fast and efficient way. They stand out for their agility and they do it by breaking down silos.  Now, let us break down those components and discuss how each contributes to making the Service Value System successful. Guiding Principles Guiding principles guide an organization in all circumstances. These should form the basis for decision making in the organization. The guiding principles provide a comprehensive and holistic vision of how a service or service management organization should manage and execute its work. The seven guiding principles include: 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 automateGovernance Governance is the means by whichan organization is directed and controlled by defining policies and rules. Service value chain It is 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. Service Value Chain in ITIL4. Source: Axelos The service value chain outlines six value chain activities –  Plan Engage Design and transition  Obtain or build  Deliver and support, and  ImproveTypically, a service provider will engage with external stakeholders, plan work, deliver and support live products and services. Practice ITIL4 moved away from processes towards more expanded ‘practices’ and defines them as ‘a set of organizational resources designed for performing work or accomplishing an objective.’They are both practical and flexible and each practice supports multiple SVC activities and aids the flexibility of the entire service value chain. These practices are leveragedin order to cater to the various aspects like time to market, responding to demand and resource allocation and scaling. ITIL4 has 34 practices as follows: General Management Practices 14 general management practices have been identified. These are generally practiced across the organization and are adopted for use in ITSM as well. Service Management Practices 17 service management practices have been developed for specific area of ITservice management and ITSM industries as a whole. Technical Management Practices There are three technical management practices which come from technology management domains for service management. They have been adopted in such a way that expand their applicability in IT services domain as well.Namely, these are: (1) deployment management, (2) infrastructure and platform management, and (3) software development and management. The 34 practices of ITIL4 have been summarized in the following table: General Management practices(14)Service Management Practices(17)Technical Management Practices(3)Architecture management Availability managementDeployment managementContinual improvement Business analysisInfrastructure and platform managementInformation Security managementCapacity and performance managementSoftware development and ManagementKnowledge managementChange ControlMeasurement and reportingIncident managementOrganizational change managementIT asset managementPortfolio managementMonitoring and event managementProject managementProject managementRelationship managementRelease managementRisk managementService catalogue managementService financial managementService configuration managementStrategy managementService continuity managementSupplier managementService designWorkforce and talent managementService deskService level managementService request managementService validation and testing34 practices of ITIL. Source: Axelos.Implementing ITIL4 in your organization – Best Practices Implementing ITIL4 in your organization, is all about the ABC of an organization - attitude,behavior, and culture.It is these three ABCs that will determine the success or otherwise of ITIL implementation.  A culture that accords highest importance to holistic service delivery and value co-creation, naturally evokes right attitude and behavior from all sections of the organization. With that said, the following are some of the key factors to be considered: Start where you are Anobjective evaluation of the current situation needs to be carried out before initiating a transformation. This gives us a perspective of our current capabilities, things that are working well and things that are not, what we can do and what we can’t, the processes that are currently being used, the prevailing organizational culture etc. So, the current baseline is the best starting point. Organizational Vision For organization wide adoption, it is important that there is a common big picture, an organizational vision which everyone, understands, aligns, and is committed to. Everyone should be able to know what the organizational goals are they are working for, how do their role fit into the larger scheme of things and what role does IT play in the achievement of the business strategy. Therefore, the following factors, among others, need to be looked at: The People The Practices  The product and technology The culture, service, and attitude The organization, communication, and relationships  Build capability and evaluate progress: Having a clear vision helps in building what matters the most to the organization. It helps draw a roadmap. Capability building in ITSM should include having defined practices, effective tools for ITSM and as also for collaboration, competency building for the staff, putting the right governance structures in place etc. Measuring and evaluating progress at key milestones is important to know if we are headed in the right direction and, if the changes that are being introduced bring value or not. Concluding thoughts ITSM has evolved well with times and ITIL has kept pace. The new version is both practical and flexible and takes ITSM to the next level of maturity by embracing a holistic view of service management and aligning itself with newer ways of working like Agile,DevOps and lean. The new version, which has received a lot of contribution from members of the ITSM community and industry practitioners, has made ITIL more relevant than ever before.
Rated 4.0/5 based on 15 customer reviews
6243
The Business Benefits of Following ITIL Best Pract...

Information Technology Infrastructure Library® or... Read More

How ITIL Can Help You Stand Out

In this age of specialization, you need to look into the matter of precision and perfection. Whatever you are training, whether if you are a manager or you are an Information Technology expert, the correct procedure of management and understanding the importance of the proper provision is the key to success. From house to the workplace, with productive managing capacity, you will be undoubtedly successful and achieve your goal.In today's world, equipping oneself with correct knowledge and certification is very crucial to achieve a significant career path. The work culture has become an arena of ultimate growth and development of both the employees and the organization as a whole. With constant evolution and innovation, the work environment has seen some significant transition in the method of functioning that was never seen before. An individual who is on the verge of making a successful career must know how to build up a secure network and attend the training for all the newer changes that are occurring with every passing day. Mere acquiring a degree year ago suddenly becomes backdated as there were some more unique innovations in the meantime. He or she must also start analyzing his or her capacity to intake and tap the knowledge to their advantage.The facets of training in ITILITIL implementation can take your organization to the next level of functioning. Whether you are focusing on operational cost reduction or increase in customer satisfaction, ITIL would always seem like a viable option.  The ITIL training is one such training apart from your traditional degree that will help you to know about the management of the Information Technology deployment in the integrated environment. The application of the ITIL was first introduced in an integrated and highly functional environment of the cabinet office of UK government. Nowadays, every organization around the world is implementing the goodness of ITIL in every field to take the foundation and organizational capability to all the next level. You need to learn all about the ITIL from the foundation level. The ITIL Foundation is a framework that will help you to improve the field of quality and innovations with active nurturing of the frame and making the service efficient in all the organization.Taking a particular reason in the practicality of the management that will help you to know implement in the real-time scenario. In the training of the implementation of ITIL, you will learn all about utilizing the available resources that will help you to deploy all the guiding principle that govern the ethics and efficient management of the organization. In the training of ITIL, you will learn all about the maximizing of overall trade and final output of your organization. ITIL learning will help you to become better IT and project manager. Due to its undisputed usage, nowadays, every government and non-government organization are hiring the professionals or training its existing professional for implementing ITIL scenario. Information Technology Infrastructure is that body of knowledge and a set of best practices that can be facilitated for the purpose of best service management. In short, the purpose of ITIL training can be jotted down at the following point:ITIL solves problems with enduring and effective answersIt has the ability to convert creative ideas and concepts into services for a wide range of customersITIL training would ensure that an organization learns from successes and failures so that they can manage new challenges and various types of opportunities.ITIL training also helps an organization to control costs and risks that can otherwise destroy the value created by the service.  Benefits of training in ITILProceeding to the interests in the career that you will get with ITIL, here are top reasons to consider a reliable certification in the field of ITIL:The implementation of the holistic deployment of efficient analyzing and managerial services, ITIL certification in your resume is the direct key to land you a higher paying job compared to the non-ITIL certified. You can land up a position as IT architects or ITIL program managers with a six-figure salary in top-notch MNCs. Watch the following video for ITIL interview questions and answers.ITIL as a course, just like any other course, is divided into five levels, ranging from the Foundation Course to the Master Level course. Every level is focused on honing a unique level of skill and decision-making practices step by step as you advance to the end of the course. Attending each of the class by heart will not only help you to achieve the desired target but also make you understand the skill set that requires best practices in the industrial scenario ensuring your promotion.ITIL will help you to make more confident about the practices and skill sets that are required for the overall growth and development of the company you are working for. Naturally, it will help you to develop your career to next level.Case Study:Have you ever wondered what do Microsoft, Boeing, and IBM have in common? These companies are all global organizations which have a large employee force. Interestingly, despite being global and possessing a huge number of employees, they are still able to deliver great service to their customers. One of the key reasons behind the successful sustenance of these companies for a long period of time lies in their ability to leverage the benefits of the ITIL framework. People who have an ITIL certification are always in high demand because they know how to use the ITIL framework to the advantage of the business you are associated with.For instance, if you are a professional who has gained the ITIL certification, you stand the chance of gaining better skills. An ITIL certification would always help you to stay relevant in the fast-evolving IT world. An ITIL certification would always help you to build a stable IT certification. The detailed knowledge would also help you to acquire reliable resources with the help of which you can maximize the business strategies.Thus, you can now see the reason why ITIL is in demand among all the companies. If you are right now associated with an MNC, then you can go for the ITIL training as soon as possible.
Rated 4.0/5 based on 67 customer reviews
How ITIL Can Help You Stand Out

In this age of specialization, you need to look in... Read More

Useful links