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    ITIL 4 Foundation Manual Diagrams170119

    Uploaded by

    AbrahamIII}
    1) Release management involves planning releases, deploying new infrastructure and software, and reviewing changes. 2) The service relationship model shows the relationships between an organization providing a service and those consuming it. 3) The service value chain outlines the key phases of planning, designing, obtaining/building, delivering and supporting products and services to create value for customers.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    ITIL 4 Foundation Manual Diagrams170119

    Uploaded by

    AbrahamIII}
    65 views12 pages
    1) Release management involves planning releases, deploying new infrastructure and software, and reviewing changes. 2) The service relationship model shows the relationships between an organization providing a service and those consuming it. 3) The service value chain outlines the key phases of planning, designing, obtaining/building, delivering and supporting products and services to create value for customers.

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    1) Release management involves planning releases, deploying new infrastructure and software, and reviewing changes. 2) The service relationship model shows the relationships between an organization providing a service and those consuming it. 3) The service value chain outlines the key phases of planning, designing, obtaining/building, delivering and supporting products and services to create value for customers.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    65 views12 pages

    ITIL 4 Foundation Manual Diagrams170119

    Uploaded by

    AbrahamIII}
    1) Release management involves planning releases, deploying new infrastructure and software, and reviewing changes. 2) The service relationship model shows the relationships between an organization providing a service and those consuming it. 3) The service value chain outlines the key phases of planning, designing, obtaining/building, delivering and supporting products and services to create value for customers.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 12

    Achieving value outcomes, costs and risks

    Affected
    outcomes

    Costs Supported
    introduced outcomes

    Risks Costs
    introduced removed

    Risks
    removed

    Value
    Release management in a traditional waterfall environment

    New or changed
    infrastructure

    Deploy
    Release plan New or changed and Review
    software release

    Training and
    documentation
    Release management in an Agile DevOps environment

    New or changed Deploy


    infrastructure

    Release plan New or changed Deploy Release Review


    software

    Training and Deploy


    documentation
    Simplified service model for a typical IT service

    IT service

    SaaS component Local application Client app

    Cloud Local server Local storage Client device


    infrastructure

    Supplier Datacentre User


    The four dimensions of service management

    Political Economical
    factors 1 2 factors
    Organizations Information
    & people & technology

    Products
    & services
    Environmental Social
    factors factors
    Value

    Partners Value streams


    & suppliers & processes
    Legal 3 4 Technological
    factors factors

    Factors
    Every dimension is affected
    by multiple factors
    The continual
    improvement What is the Business vision,
    model vision? mission, goals
    and objectives

    Where are Perform baseline


    we now? assessments

    Where do we Define measurable


    want to be? targets
    How do we keep
    the momentum
    going?
    How do we Define the
    get there? improvement plan

    Execute
    Take
    improvement
    action
    actions

    Did we Evaluate
    get there? metrics
    and KPIs
    The phases of problem management

    Problem Problem Error


    identification control control
    The service relationship model

    Service Service Service


    relationship relationship relationship
    re re re re
    nfigu nfigu nfigu nfigu
    co co co co
    &

    &

    &

    &
    in

    in

    in

    in
    Obta

    Obta

    Obta

    Obta
    Organization A Organization B Organization C Organization D
    e

    e
    v v v v
    id

    id

    id

    id
    Of o Of o Of o Of o
    fe r Pr fe r Pr fe r Pr fe r Pr
    Service value chain

    Plan

    Design
    & transition

    Demand Engage Products & Value


    Obtain /build Deliver & services
    support

    Improve
    Service value system

    Guiding principles

    Governance

    Opportunity
    Service value chain Value
    /demand

    Practices

    Continual
    improvement
    The software lifecycle

    Ideation Design

    Develop
    Retire

    Operate Test

    D e ploy
    Workforce and talent management activities

    Workforce Mentoring &


    planning succession
    planning

    Workforce &
    Learning &
    Recruitment talent management development

    Performance Personal
    measurement development

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