ITIL 4 Direct Plan Improve

malyuchenkoayanarina875 - Axelos Limited

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ITIL 4 Direct Plan Improve

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Publié par	malyuchenkoayanarina875
Publié le	25 août 2021
Nombre de lectures	16
Langue	English
Poids de l'ouvrage	9 Mo

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https://e-book.business/itil-4-direct-plan-and-improve/

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https://e-book.business/itil-4-direct-plan-and-improve/

Contents
List of figures v
List of tables vi
Foreword vii
Preface viii
About the ITIL 4 publications ix
About the ITIL story x
ITIL Foundation recap xii
1 Introduction 1
1.1 Why direction, planning, and improvement matter 2
1.2 Direction 3
1.3 Planning 6
1.4 Improvement 8
1.5 The role of measurement and reporting 10
1.6 Direction, planning, and improvement of the ITIL SVS 10
1.7 Applying the guiding principles 13
1.8 alue, outcomes, costs, and risks in direct, plan, and improve 13
1.9 Direction, planning, and improvement for everyone 14
2 Strategy and direction 15
2.1 Strategy management 16
2.2 Defining the structures and methods used to direct behaviours and make decisions 20
2.3 The role of risk management in direction, planning, and improvement 22
2.4 Portfolio management: a key decision-making practice 24
2.5 Direction via governance, risk, and compliance 29
2.6 Summary 32
3 Assessment and planning 33
3.1 Basics of assessment 34
3.2 Basics of planning 45
3.3 Introduction to value stream mapping 49
3.4 Summary 53
4 Measurement and reporting 55
4.1 Basics of measurement and reporting 56
4.2 Types of measurements 59
4.3 Measurement and the four dimensions 67
4.4 Measurement of products and services 70
4.5 Summary 72
® ITIL 4: Direct, Plan and Improve
iii

https://e-book.business/itil-4-direct-plan-and-improve/

5 Continual improvement 73
5.1 Creating a continual improvement culture 74
5.2 Continual improvement of the service value chain and practices 75
5.3 Continual improvement in organizations 75
5.4 The continual improvement model 76
5.5 Using measurement and reporting in continual improvement 85
5.6 Summary 86
6 Communication and organizational change management 87
6.1 Basics of effective communication 88
6.2 Identifying and communicating with stakeholders 94
6.3 Basics of OCM 98
6.4 Summary 104
7 Developing a service value system 105
7.1 Adopting the guiding principles 106
7.2 Centre of excellence for service management 107
7.3 The four dimensions of service management in the SVS 109
7.4 Summary 129
8 Bringing it together 131
8.1 Modern leadership 132
8.2 Using the guiding principles for direction, planning, and improvement 134
8.3 Summary 139
9 Conclusion 141
The ITIL story 145
End note: The ITIL story 146
Further research 147
Glossary 151
Acknowledgements 161
Index 165

iv

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List of figures

Figure 0.1 The service value system xii
Figure 0.2 The ITIL service value chain xiii
Figure 0.3 The continual improvement model xv
Figure 0.4 The four dimensions of service management xvi
Figure 1.1 The ITIL service value chain 12
Figure 1.2 Considering outcomes, costs, and risks to achieve value 14
Figure 2.1 An example of an objectives cascade 18
Figure 2.2 Four-dimension requirements for fulfilling a strategy 19
Figure 2.3 Interactions between long-, medium-, and short-term objectives 23
Figure 2.4 Relationship between the portfolio management practice and the business-as-usual state 25
Figure 3.1 SWOT analysis 40
Figure 3.2 Value stream mapping symbols 52
Figure 4.1 Four key reasons to measure 59
Figure 4.2 Planning and evaluation model 61
Figure 4.3 Organizational improvement cascade 64
Figure 5.1 The ITIL continual improvement model 76
Figure 6.1 Sample stakeholder map 96
Figure 7.1 The service relationship model 115
Figure 7.2 Service integration model 118
Figure 7.3 The relationship between a value stream and practices 119
Figure 7.4 Process timing 121
Figure 7.5 An example of a Kanban board 123
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List of tables

Table 0.1 The ITIL management practices xiv
Table 2.1 Key governance structures and their roles 20
Table 2.2 Simple business case structure 27
Table 2.3 Effective policy definition recommendations 30
Table 3.1 Assessment types 35
Table 3.2 Evidence collection methods 35
Table 3.3 Pros and cons of metrics/data mining 36
Table 3.4 Pros and cons of surveys 36
Table 3.5 Pros and cons of interviews 37
Table 3.6 Pros and cons of roundtables 38
Table 3.7 Pros and cons of observation 38
Table 3.8 Assessment methods and their outputs 39
Table 3.9 Pros and cons of gap analysis 39
Table 3.10 Pros and cons of SWOT analysis 40
Table 3.11 Pros and cons of change readiness assessments 41
Table 3.12 Pros and cons of customer/user satisfaction analyses 41
Table 3.13 Pros and cons of SLA achievement analyses 42
Table 3.14 Pros and cons of benchmarking 43
Table 3.15 Pros and cons of maturity assessments 43
Table 3.16 Considerations for waterfall, Agile, and hybrid work methods 46
Table 3.17 Types of waste 51
Table 3.18 Muda subcategories 51
Table 3.19 Typical mistakes in value stream mapping 52
Table 4.1 Four key reasons to measure 58
Table 4.2 Types of measurements 59
Table 4.3 The planning and evaluation model levels 62
Table 4.4 The four perspectives of the balanced scorecard 63
Table 4.5 Examples of metrics for the change enablement PSFs 65
Table 4.6 The SMART model 66
Table 5.1 Measurement and reporting contributions across the continual improvement model 86
Table 6.1 Examples of communication methods 92
Table 6.2 Sample stakeholder analysis worksheet 95
Table 6.3 Five elements for a successful improvement initiative 99
Table 7.1 RACI chart roles 111
Table 7.2 Competency codes and profiles 112
Table 7.3 Three archetypal service relationship types 116
Table 7.4 Workflow metrics 121
Table 7.5 Technologies available 124
vi

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Foreword
At this new stage in the development of the IT industry, AXELOS is delighted to present ITIL 4, the latest step in
the evolution of IT best practice. By building on our experience and bringing fresh and forward-looking thinking
to the marketplace, ITIL 4 equips your business to deal with the challenges currently faced by the industry.
The adoption of ITIL as the most widely used guidance in the world on IT and service management will continue
with ITIL 4. It ensures continuity with existing ways of working (where service management is already successful)
by integrating modern and emerging practices with established and proven know-how. ITIL 4 also provides
guidance on these new methods to help individuals and organizations to see their benefits and move towards
using them with confidence, focus, and minimal disruption.
ITIL 4’s holistic approach raises the profile of service management in organizations and industries, setting it
within a more strategic context. Its focus tends to be on end-to-end product and service management, from
demand to value.
ITIL 4 is the result of a great deal of global research and development work across the IT and service
management industries; this work has involved active practitioners, trainers, consultants, vendors

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