ITIL Service Value System (SVS)

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• for service management to function properly, it needs to work as a system
  • ITIL SVS describes the components of this system:
    • inputs (opportunity and demand)
    • elements (organizational governance, service management, continual improvement, capabilities and resources)
    • outputs (achievement of objectives, value creation)

ITIL SVS Components

• 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

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

Governance

Organizational governance is a system by which an organization is directed and controlled.

• realized through the following activities:
  • evaluate
  • direct
  • monitor

Service Value Chain

Service value chain is an operating model which outlines the key activities required to respond to demand and facilitate value realization through the creation an management of products and services.

• service value chain is the central element to the SVS

6 Value Chain Activities

1. Plan
2. Improve
3. Engage
4. Design and transition
5. Obtain/build
6. Deliver and support

• all activities are interconnected

Continual Improvement

Continual improvement model applies to the SVS in its entirety.

ITIL continual improvement model provides organizations with a structured approach to implementing improvements.

The Improve service value chain activity embeds continual improvement into the value chain.

The continual improvement practice supports organizations in their day-to-day improvement efforts.

Steps

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Take action.
6. Did we get there?
7. How do we keep the momentum going?

Practices

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

• grouped into the four dimensions of service management