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ITIL 4 Overview = SVS

現時点で私が認識しているITIL 4の全体像。
色々な概念がありますが、Service Value System (SVS) を中心に構成されています。

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ITIL 4: Management Practices


The ITIL SVS includes below. All of which are subject to the four dimensions of service management.

  • 14 general management practices

  • 17 service management practices

  • 3 technical management practices

A management practice is a set of organizational resources designed for performing work or accomplishing an objective.

これについては、ITIL 3から継承されているものがちらほらありますし、その他のAXELOSの資格にリンクしているものがあり興味深い。

General management practices

Adopt and adapt for service management from general business management domains.

  1. Architecture management

  2. Continual improvement (ITIL 3から継続)
    Aligning the organization's practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.

  3. Information security management (ITIL 3から継続)
    Protecting the information needed by the organization to conduct its business.

  4. Knowledge management (ITIL 3から継続)
    Maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization.

  5. Measurement and reporting (ITIL 3から継続)
    Supporting good decision-making and continual improvement by decreasing the levels of uncertainty.

    • Critical success factor (CSF)

    • Key performance indicator (KPI)

  6. Organizational change management

  7. Portfolio management (MoPに関連)

  8. Project management (PRINCE2に関連)

  9. Relationship management
    Establishing and nurturing the links between the organization and its stakeholders at strategic and tactical levels.

  10. Risk management (M_o_Rに関連)

  11. Service financial management
    Supporting the organization's strategies and plans for service management by ensuring that the organization's financial resources and investments are being used effectively.

  12. Strategy management

  13. Supplier management
    Ensuring that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.

  14. Workforce and talent management

Service management practices

Develop in service management and ITSM industries.

  1. Availability management

  2. Business analysis
    Analyzing a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders.

  3. Capability and performance management

  4. Change control (ITIL 3から継続)
    Maximizing the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

  5. Incident management (ITIL 3から継続)
    Maximizing the negative impact of incidents by restoring normal service operation as quickly as possible.

  6. IT asset management
    Planning and managing the full lifecycle of all IT assets, to help the organization.

  7. Monitoring and event management (ITIL 3から継続)
    Systematically observing services and service components, and record and report selected changes of state identified as events.

  8. Problem management (ITIL 3から継続)
    Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

  9. Release management (ITIL 3から継続)
    Making new and changed services and features available for use.

  10. Service catalogue management (ITIL 3から継続)
    Providing a single of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.

  11. Service configuration management (ITIL 3から継続)
    Ensuring that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.

  12. Service continuity management
    Ensuring that the availability and performance of a service are maintained at sufficient levels in case of a disaster.

  13. Service design (ITIL 3から継続)
    Designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.

  14. Service desk (ITIL 3から継続)
    Capturing demand for incident resolution and service requests.

  15. Service level management (ITIL 3から継続)
    Setting clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.

  16. Service request management
    Supporting the agreed quality of a service by handing all pre-defined, user-initiated service requests in an effective and user-friendly manner.

  17. Service validation and testing
    Ensuring that new or changed products and services meet defined requirements.

Technical management practices

Adapt from technology management domains for service management purposes by expanding or shifting their focus from technology solutions to IT services.

  1. Deployment management
    Moving new or changed hardware, software, documentation, processes, or any other component to live environments.

  2. Infrastructure and platform management

  3. Software development and management


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ITIL 4: The service value system (SVS)


  1. 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

  2. Governance

  3. 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.

  4. 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

  5. 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?


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ITIL 4: The four dimensions of service management


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

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ITIL 4: SVS - Guiding Principles

勉強中のITIL 4は、前バージョンのITIL 3から大きく変更され、継承されたものは残骸でしかないように思います。昨年11月からITIL 3を勉強しましたが、このITIL 4に際し、時間の浪費だったとすら感じます。一方で、同試験機関が主催する他の資格、PRINCE2に使われている用語が、このITIL 4でも使われています。まったく同じ意味かどうかを知るには、私自身の更なる勉強が必要ですが、例えばOutput→Outcome→Benefitの解釈は同じように思います。

今日はその中で、ITIL 4のコア概念となるSVS (Service Value System) の5項目のひとつ、Guiding Principlesについて書いてみます。Guiding Principlesは7項目あります。

  1. Focus on value

  2. Start where you are

  3. Progress iteratively with feedback (PRINCE2では "Manage by stages")

  4. Collaborate and promote visibility (PRINCE2では "Organization" と "Communication management approach")

  5. Think and work holistically
    一方向だけでなく包括的に見る事で、顧客の需要を満たす確度を高める。例えば、ITIL 4の "The four dimensions of service management" の4項目、"Organizations and people," "Information and technology," "Partners and suppliers," "Value streams and processes" のすべてを考慮する。

  6. Keep it simple and practical
    従来のプロセスの継続に意味が無いなら、その作業をカットする。成果物を重視し (PRINCE2では "Focus on products")、最小限のプロセスに絞り、コスト削減を図る。

  7. Optimize and automate


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