ITIL_4

• Information Technology Infrastructure Library (no longer this phrase)--now IT service mgmt
• service mgmt - a set of specialized organizational capabilities for enabling value to customers in the form of services

began in 1980 as a way for organizations to create processes and procedures to operate their it systems -4th - cyber-physical systems AI, nano, IoT.  4IR.

A set of organizational resources designed for performing work or accomplishing an objective

The sum of functional and emotional interactions with a service and service provider as perceived by a service customer.

A series of steps an organization undertakes to create and deliver products and services to consumers.

The means by which an organization is directed and controlled.  (Allows org to continually align their operations with the strategies)

An approach that focuses on improving workflows by maximizing value through the elimination of waste.

The evolution of traditional business models to meet the needs of highly empowered customers, with technology playing an enabling role.

a set of specialized organizational capabilities for enabling value for customers in the form of services (or products).  (A balance of speed and control.)

Having both the capacity and the ability to perform the functions required

• Value is the perceived benefits, usefulness, and importance of something.  (in eye of beholder)
• 3 important components - outcome, risk, cost

IT Service management

A person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives.

internal or external

Customer - person consuming resources; defines req for service and takes respon for the outcomes of service consumption (CIO)

Sponsor - Authorizes and approves the budget for the service consumption $$

User - The role that uses services.

• A formal description of one or more services, designed to address the needs of a target consumer group.
• -A service offering may include goods, access to resources and service actions. 
• (like a lite version of a product)
• (ownership is changes to the person who bought it)
• (or ownership is not transfered it is more like granting access)
• (or a service like an extended warranty)

A configuration of an organization's resources designed to offer value for a customer.

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.  Without cost to them.

The cooperation between a service provider and service consumer.

Needs Relationship management between provider and consumer for clear understanding how things are going.  The relationship creates value - cocreation.

activities performed by an organization to provide a service.

Are the activities performed by an organization to consume services.

A tangible or intangible deliverable of an activity.  What was given/created.

A result for a sh enabled by one or more outputs.  What was done with output.

• The amount of money spent on a specific activity or resource.
• Consumer sees -Cost avoided, Cost to consume
• Provider sees - must see big pic; make sure no budget overruns.

• A possible event that could cause harm or loss, or make it more difficult to achieve objectives.
• Consumer sees -Risk avoided, Risk to consume
• Provider sees - manage risk

The functionality offered by a product or service to meet a particular need. (what it does. it's purpose. fit for purposes.)

The ability of an organization, person, process, application, configuration item or IT service to carry out an activity.

A model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction.  Includes measured services.

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

A set of related projects and activities, and an organization structure created to direct and oversee them.

Something that influences strategy, objectives or requirements.

The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Assurance that a product or service will meet agreed requirements (will it work and do apps work; fit for use) - Need a car that goes 300 miles; a car that goes 200 miles meets the Utility but not the warranty.

• 1.  ITIL SVS
• 2.  Four-Dimensions model

• Service Value System
• A model representing how all the components and activities of an organization work together to facilitate value creation.
• Core components are:
• ITIL SVS chain
• ITIL practices
• ITIL guiding principles
• governance
• continual improvement

an operating model for service providers that covers all the key activities required to effectively manage products and services

• Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. Foundation for org's culture and behavior. Seven 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

A representation of a system, practice, process, service or other entity that is used to understand and predict its behavior and relationships.

Input to the service value system based on opportunities ad needs from internal and external stakeholders

A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity.

a set of values that is shared by a group of people, including expectations about how people should behave, ideas, beliefs, and practices

A subset of the IT infrastructure that is used for a particular purpose, for example a live environment or test environment. Ca also mean the external conditions that influence or affect something.

The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services

• org and people
• info and tech
• partners and suppliers
• value streams and processes

One of the four dimensions of service management. It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model. Also includes culture, required staffing and capacity and competencies. break down silos

• One of the four dimensions of service management. It includes the information and knowledge used to deliver services, and the information and technologies used to manage all aspects of the service value system.  It is the inputs and outputs of activities and practices.
• Culture impacts on how fast tech is received.  It is information created and tech that supports services.

One of the four dimensions of service management. It encompasses the relationships an organization has with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. It also incorporates contracts and other agreements between the organization and its suppliers.

One of the four dimensions of service management. It defines the activities, workflows, controls, and procedures needed to achieve the agreed objectives. ITIL service value chain- can follow different patterns called value streams.

A configuration of an organization's resources designed to offer value for a consumer

Personnel, material, finance or other entity that is required for the execution of an activity or the achievement of an objective. Resources used by an organization may be owned by the organization or used according to an agreement with the resource owner.

An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.

any action required to deliver a service output to a user. Service actions may be performed by a service provider resource, by  service users or jointly.

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.

• CSF
• A necessary precondition for the achievement of intended results.

A set of activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies.

Political, environmental, social ,technology, legal, economic.  Constrains or influences how a service provider operates.