ITIL describes how organizational components and activities work together to create value in the service value system (SVS). All 4 dimensions:

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

Must be addressed to ensure a holistic delivery as well as meeting quality and efficiency needs. Failing to address all areas may create services that are undeliverable or fail to meet expectations. These perspectives should be considered in every service as well as any improvement effort.

1. Organizations and People

How people enable an organization should be clearly defined

Develop a culture that allows the organization to meet its strategy and objectives

Every person must have a clear understanding of their contribution (leadership, competencies, skill set, communication…) towards creating value for the organization, its customers and other stakeholders

2. Information and Technology

Includes information and knowledge necessary to manage services as well as the supporting technologies:

• Technology: not only serves the business but also how it supports service management (traditional and emerging technologies)
• Information: not only serves the business but also how it supports service management

3. Partners and Suppliers

Organization’s relationship with other organizations involved in the design, development, deployment, delivery, support, continual improvement of services:

• Contracts and agreements

Partners:

• Share common goals
• Collaboration

Suppliers:

• Contract driven
• Separation of responsibilities

The service integration and management: use an established integrator to coordinate service relationships between various partners and suppliers. Integrator may be within the same organization or delegated to a third party.

4. Value Streams and Processes

How the organization works together (integrated and coordinated) to enable value creation via products and services

Applies to the service value system (SVS) as well as specific products and services:

• The operating model that allows organizations to manage products and services is the service value chain (patterns within the service value chain are value streams)

Value streams define activities/workflows/controls/procedures to achieve agreed objectives:

• A series of steps an organization undertakes to create and deliver products and services to consumers
• A value stream is a combination of the organization’s value chain activities
• Specific combinations of activities and practices, designed specifically for a scenario

Value Streams and processes use the same structure as services are created, delivered and improved:

Go back to ITIL 4 Managing Professional Certification Course: Foundation to finish this chapter or to the main page ITIL 4 Managing Professional Certification Course.