3. The ITIL service value system

Question 1

For service management to function properly, it needs to work as a system. And it need elements for it

Answer 1

1. Inputs :- (opportunity and demand)
2. Elements:- (organizational governance, service management, continual improvement, and the organization’s capabilities and resources)
3. Output:- (achievement of organizational objectives and value for the organization, its customers, and other stakeholders).

Question 2

ITIL SVS

Answer 2

The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. Each organization’s SVS has interfaces with other organizations, forming an ecosystem that can in turn facilitate value for those organizations, their customers, and other stakeholders.

Question 3

The ITIL SVS includes the following components:

Answer 3

Guiding principles Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

*Governance The means by which an organization is directed and controlled.

*Service value chain A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.

*Practices Sets of organizational resources designed for performing work or accomplishing an objective.

*Continual improvement A recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations. ITIL 4 supports continual improvement with the ITIL continual improvement model.

Question 4

Agility

Answer 4

Organizational agility is the ability of an organization to move and adapt quickly, flexibly, and decisively to support internal changes. These might include changes to the scope of the organization, mergers and acquisitions, changing organizational practices, or technologies requiring different skills or organizational structure and changes to relationships with partners and suppliers.

Question 5

Resilience

Answer 5

Organizational resilience is the ability of an organization to anticipate, prepare for, respond to, and adapt to both incremental changes and sudden disruptions from an external perspective. External influences could be political, economic, social, technological, legal or environmental. Resilience cannot be achieved without a common understanding of the organization’s priorities and objectives, which sets the direction and promotes alignment even as external circumstances change.

Question 6

Key message

Opportunity and demand

Answer 6

Key message

Opportunity and demand trigger activities within the ITIL SVS, and these activities lead to the creation of value. Opportunity and demand are always entering into the system, but the organization does not automatically accept all opportunities or satisfy all demand.

Question 7

Guiding Principle

Answer 7

1. focus on value
2. start where you are
   3.Progress iteratively with feedback
3. Collaborate and promote visibility
   5.Think and work holistically
4. Keep it simple and practical
   7.Optimize and automate