IT Service Management

(ITIL ® Version 4 - Foundation)

Expand capabilities, enhance value, and gain ‘the edge’ through mastering the IT Service Management
tactics and skills.

ITIL v4 - Foundation Level

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Dr. Mohamed AbuSen
Enterprise Architect, Digital Transformation
PhD, MBA, MSc, PM Diploma, BSc Engineering,

1. IT Management
ITIL Expert, CRISC, CISM, BCM, Disaster Recovery Manager ISO 24762, IT Governance Manager ISO
38500, Cobit, ISO 20K, and ISO 27001.

2. Business Process Management Contact us:

6 Sigma-BB, CQE, CRE, CBAP, CBA, TOGAF, ISTQB, Data Modeling and TQM,
+201006439499

ITIL v4 - Foundation Level

3. Agility
PMI-ACP, Prince 2 Agile, SMC, SPOC, SDC, [email protected]

4. Project Management
PMI-PMP , PMI-RMP, Prince 2 Practitioner, PgMP, Project Management Governance Manager ISO mohamed.abusen
21500,

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Participants

• Introductions
• Name
• Company
• Role

ITIL v4 - Foundation Level

• Education
• Motivation for taking this course

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Agenda

Option 1 Option 2
Morning 3 days x Morning 3 days x
8 hours 8 hours
08:00 am – 10:00 am Session # 1 08:00 am – 10:00 am Session # 1
10:00 am – 10:30 am Break 10:00 am – 10:30 am Break
10:30 am – 12:30 pm Session # 2 10:30 am – 12:30 pm Session # 2
12:30 pm – 01:00 pm Break 12:30 pm – 01:30 pm Break
01:00 pm – 03:00 pm Session # 3 01:30 pm – 04:00 pm Session # 3
03:00 pm – EoD Lunch

ITIL v4 - Foundation Level

Looking for a volunteer to help me executing this agenda (time keeper) 

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Outlines & Learning Objectives

• Introduction
• Key concepts of ITSM
• ITIL guiding principles
• The four dimensions of SM
• ITIL Service Value System
• ITIL Service Value Chain
• Continual Improvement
• ITIL Practices

ITIL v4 - Foundation Level

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 ITIL v4 - Foundation Level
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 1
Introduction

• About ITIL 4
• About the course
• Structure of ITIL 4
• Exam Details
• ITIL training scheme

ITIL v4 - Foundation Level

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Introduction
About ITIL 4
• ITIL have been the lead best practice framework for ITSM for more than 30 years
• ITIL 4 is an end to end operating model for delivery and operation of IT products and services

• Some of its main ITIL characteristics are:

• Best Practices collected from successful companies
• Practical and Flexible
• Vendor neutral
• Supports the organizations in their journeys to Digital Transformation
• Integrates with some best practices frameworks such as Lean, Agile and DevOps

ITIL v4 - Foundation Level

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Introduction
Structure of ITIL 4
• The key components of the ITIL 4 framework are
• The Service Value System (SVS)
• The Four Dimensions model

ITIL v4 - Foundation Level

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Introduction
Structure of ITIL 4

SVS

ITIL v4 - Foundation Level

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Introduction
About the course
• Management course
• Provides introductory information to the ITIL framework
• The details needed for implementation are in the advanced levels

ITIL v4 - Foundation Level

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Introduction
Exam Details
• Closed book
• Web based (paper based in some cases)
• 40 MCQs
• Duration: 60 minutes + 15m for non-native English speakers
• Passing score: 65% (26 questions)

ITIL v4 - Foundation Level

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Introduction
ITIL training scheme

ITIL v4 - Foundation Level

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 2
Key Concepts

1. Product, Service, service management

2. Value and co-creation of value
3. Stakeholders
4. Service consumers
5. Organization

ITIL v4 - Foundation Level

6. Service relationships and offerings
7. Costs and risks
8. Utility and warranty

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Key Concepts

1. Product, Service, service • Product

management • A configuration of an organization’s resources designed to offer value
2. Value and co-creation of value for a consumer
3. Stakeholders
• Products can be developed to several customers, and can be tailored
4. Service consumers
to the requirements of each customer
5. Organization
6. Service relationships and • Service
offerings • A means of enabling value co-creation by facilitating outcomes that
7. Costs and risks customers want to achieve, without the customer having to manage
8. Utility and warranty specific costs and risks

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • Service Management

management • A set of specialized organization capabilities for enabling value to
2. Value and co-creation of value customers in the form of services
3. Stakeholders
4. Service consumers
5. Organization
6. Service relationships and
offerings
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • Value

management • Value is the perceived benefits, usefulness and importance of something
2. Value and co-creation of value
3. Stakeholders • The purpose of an organization is to create value for stakeholders
4. Service consumers
• Value is not fixed for a certain product or service, it changes according
5. Organization
to the perception of the stakeholders
6. Service relationships and
offerings • Value is not simply delivered from the Service provider to the service
7. Costs and risks consumer through IT products and services.
8. Utility and warranty
• Value is co-created through active and collaborative relation between
them, in addition to interaction of other stakeholders

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • To develop the specialized capabilities used in service

management management, we need to understand:
2. Value and co-creation of value • The nature of value
3. Stakeholders • The nature and interests of the involved stakeholders
4. Service consumers • How value creation is enabled through services
5. Organization
6. Service relationships and
offerings
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • It is important to understand the requirements of each of these

management stakeholders and manage the relationships with them, the
2. Value and co-creation of value stakeholders include;
3. Stakeholders • Service consumers (including customer, user and sponsor)
4. Service consumers • The service provider (internal / external)
5. Organization • Other stakeholders include
6. Service relationships and • investors,
offerings • shareholders,
• regulators,
7. Costs and risks
• partners,
8. Utility and warranty • employees,
• suppliers,
• communities,

ITIL v4 - Foundation Level

• social groups …etc.

• The consumers group is the most important stakeholder whose

needs must be clearly understood.

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Key Concepts

1. Product, Service, service • Customer

management • A person who defines the requirements for a service and takes
2. Value and co-creation of value responsibility for the outcomes of the service consumption
3. Stakeholders
4. Service consumers • User
• A person who uses the service
5. Organization
6. Service relationships and
• Sponsor
offerings
• A person who authorizes budget for service consumption
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • Organization is a person or group of people that has its own
management functions with responsibilities, authorities and relationships to
2. Value and co-creation of value achieve its objectives.
3. Stakeholders
4. Service consumers • Organizations can be of various sizes and complexity, it can be
5. Organization very small or big
6. Service relationships and
offerings • It can be a legal entity or part of legal entity or a network of legal
7. Costs and risks entities united by common objectives, relationships and
8. Utility and warranty authorities

• Organizations can play multiple roles in different interactions

ITIL v4 - Foundation Level

• Service providers are the organizations who provide services.

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Key Concepts

1. Product, Service, service • Service Relationship

management • A co-operation between a service provider and service consumer.
2. Value and co-creation of value • Service relationships include:
3. Stakeholders • Service provision,
4. Service consumers • Service consumption and
• Service relationship management
5. Organization
6. Service relationships and
• Service Relationship Management
offerings
• Joint activities performed by a service provider and a service consumer
7. Costs and risks to ensure continual value co-creation based on agreed and available
8. Utility and warranty service offerings.

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • Service Offering

management • A description of one or more services, designed to address the needs of
2. Value and co-creation of value a target consumer group.
3. Stakeholders • A service offering may include goods, access to resources, and service
actions
4. Service consumers
• Different offerings can be created based on the same product, which
5. Organization allows the product to be used in multiple ways to address the needs of
6. Service relationships and different consumer groups.
offerings
7. Costs and risks • Service provision includes:
8. Utility and warranty • Management of the provider’s resources, configured to deliver the
service
• Provide access to these resources for users

ITIL v4 - Foundation Level

• Fulfilment of service actions
• Service level management and continual improvement

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Key Concepts

1. Product, Service, service • Risk

management • A possible event that could cause harm or loss, or make it more difficult
to achieve objectives
2. Value and co-creation of value
3. Stakeholders • Evaluation of a service
4. Service consumers • A service can only be perceived as valuable if its positive effect is more
5. Organization than the negative, considering outcomes, costs and risks
6. Service relationships and
offerings
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

• Outcomes improved vs. outcomes affected
• Costs removed vs. costs imposed
• Risks removed vs. risks imposed

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Key Concepts

1. Product, Service, service

management
2. Value and co-creation of value Output Outcome
3. Stakeholders
4. Service consumers • Output is a tangible or • Outcome is a result for a
intangible deliverable of stakeholder enabled by
5. Organization one or more outputs
an activity
6. Service relationships and
offerings
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • Utility

management • Utility is the functionality offered by a product or service to meet a
2. Value and co-creation of value particular need.
3. Stakeholders • It is fitness for purpose
• It enhances performance of the consumer or removes constraints
4. Service consumers
5. Organization
6. Service relationships and
offerings
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

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Key Concepts

1. Product, Service, service • Warranty

management • Warranty is the assurance that a product or service will meet agreed
2. Value and co-creation of value requirements.
3. Stakeholders • Represents how the service performs
• It is fitness for use
4. Service consumers
• The levels need to be defined and agreed
5. Organization
• For the service to be valuable it must have the right utility and
6. Service relationships and warranty
offerings
7. Costs and risks
8. Utility and warranty

ITIL v4 - Foundation Level

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 3
The Seven Guiding Principles

progress Think and Optimize

Focus on Iteratively
value work and
with holistically Automate
Feedback
Start Collaborate

ITIL v4 - Foundation Level

where you keep it
Are and Simple and
promote practical
visibility

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The Seven Guiding Principles

1. Focus on value • Aims at creating value for service consumers

2. Start where you are
3. Progress iteratively with • Key points:
feedback • Identify the service consumer and other stakeholders
4. Collaborate and promote • Know the consumer’s perspective about value
visibility • Improve the customer experience (CX)
5. Think and work holistically • Encourage focus on value among all staff
6. Keep it Simple and practical • Focus on value also during normal operational activities, not only
during improvement initiatives
7. Optimize and Automate

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • Focuses on considering what is already available instead of starting

2. Start where you are from scratch
3. Progress iteratively with
feedback • Key points:
4. Collaborate and promote • Assess what you have now, with the desired outcome in mind
visibility • Apply risk management
5. Think and work holistically • Measure the current performance
6. Keep it Simple and practical • Consider that sometimes nothing from the current state can be reused
7. Optimize and Automate

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • Iteration

2. Start where you are • Iteration is the repeating of a process and generating a sequence of
3. Progress iteratively with outcomes to achieve the end goal.
feedback
• The outcome of each iteration becomes the input for the next iteration
4. Collaborate and promote
cycle in the improvement initiative
visibility
5. Think and work holistically • Do not try to do everything in one go
6. Keep it Simple and practical • Plan for the whole and do a step
7. Optimize and Automate • Break down into smaller and manageable logical units
• Gather timely feedback; before, during and after each iteration

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • Characteristics of the iterations:

2. Start where you are • Sequential or simultaneous
3. Progress iteratively with • Manageable
feedback • Organizable
4. Collaborate and promote • Complete (fast does not mean incomplete)
visibility
5. Think and work holistically • Working iteratively with feedback leads to:
• Improvement of quality because of flexibility to fail fast and correct
6. Keep it Simple and practical
• Helps to respond more quickly and effectively to customer and
7. Optimize and Automate business needs
• Help in making effective decisions that meets the customers’ needs
and improve CX

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • Focuses on removing silos and building trust

2. Start where you are
3. Progress iteratively with • When people work in isolation and very little information is
feedback shared, it creates a wall of confusion among teams, which builds
4. Collaborate and promote resistance to change
visibility
5. Think and work holistically • Including everyone in the initiative is always a better policy for
6. Keep it Simple and practical success
7. Optimize and Automate
• Key points
• Identify whom you collaborate with (stakeholders) and what are there
perspectives
• Communicate effectively

ITIL v4 - Foundation Level

• Increase urgency through visibility
• Decisions are best made on visible data
• Collaboration does not mean consensus

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The Seven Guiding Principles

1. Focus on value • Focuses on working in an integrated way

2. Start where you are • Recognize the complexity of the systems
3. Progress iteratively with • Collaboration is key to thinking and working holistically
feedback
4. Collaborate and promote • Identify the interactions between system elements
visibility • Focuses on simplifying complex work methods
5. Think and work holistically
6. Keep it Simple and practical • Identify and eliminate processes, services, actions, or metrics that
7. Optimize and Automate do not add any value to the outcome
• Do not try to develop a solution for every exception Designers do
need to consider the exceptions during the development process,
but they should not try to handle all of them

ITIL v4 - Foundation Level

• Defining the appropriate rules can help designers handle
exceptions in a general way.

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The Seven Guiding Principles

1. Focus on value • Key points

2. Start where you are • Assess what to keep
3. Progress iteratively with • Avoid conflicting objectives
feedback • Focus on value
4. Collaborate and promote • Simplicity is the ultimate sophistication
visibility
• Simple steps are easier to understand and more likely to be followed
5. Think and work holistically
• Do less steps, but in a better way
6. Keep it Simple and practical
• Respect the time of the people involved
7. Optimize and Automate • Simplicity is the best way to achieve quick wins

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • Focuses on optimizing the work carried out by human and
2. Start where you are technical resources
3. Progress iteratively with • Eliminate wasteful and repetitive actions using the right
feedback technology
4. Collaborate and promote
visibility • Organizations should automate work to the possible extent that
5. Think and work holistically requires minimal human intervention
6. Keep it Simple and practical • Use human resources for complex decision making activities
7. Optimize and Automate
• Key points
• Find the right path to optimization
• Automate

ITIL v4 - Foundation Level

• Use the other guiding principles when applying optimization and
automation

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The Seven Guiding Principles

1. Focus on value • The road to optimization

2. Start where you are 1. Understand and agree on the context in which the proposed
3. Progress iteratively with optimization exists
feedback 2. Assess the current state of the proposed optimization
3. Agree on the future state and the priorities of the organization
4. Collaborate and promote
4. Ensuring the optimization has the appropriate level of stakeholder
visibility
engagement and commitment
5. Think and work holistically 5. Execute the improvements in an iterative way
6. Keep it Simple and practical 6. Continually monitor the impact of optimization
7. Optimize and Automate

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • Automation help organizations by:

2. Start where you are • Improving availability of both services and human resources
3. Progress iteratively with • Improving productivity by accelerating processing time
feedback • Cost reduction
4. Collaborate and promote • Improve performance by increasing accuracy and deceasing errors
visibility • Improve reliability by producing consistent results
5. Think and work holistically
6. Keep it Simple and practical
7. Optimize and Automate

ITIL v4 - Foundation Level

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The Seven Guiding Principles

1. Focus on value • General notes about guiding principles

2. Start where you are • A guiding principle can be applied in any situation
3. Progress iteratively with • There is no order or priority for the seven principles
feedback • In different situations, some principles may have more relevance than
the others
4. Collaborate and promote
visibility
5. Think and work holistically
6. Keep it Simple and practical
7. Optimize and Automate

ITIL v4 - Foundation Level

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 4
The Four Dimensions

ITIL v4 - Foundation Level

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The Four Dimensions

ITIL v4 - Foundation Level

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The Four Dimensions
Organizations and People
• Characteristics of this dimension include:
• Clearly defined organizational structure
• Healthy organizational culture
• Clear objectives
• Updated skills and competencies
Clearly
Updated skills defined
and organizational
competencies structure

Healthy
Clear
organizational
objectives
culture

ITIL v4 - Foundation Level

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The Four Dimensions
Organizations and People
• Elements of organization structure
• Reporting lines
• Roles and Responsibilities
• Systems of authority
• Communication model
Clearly
defined
Updated skills organizational
and
competencies
structure
• Benefits of clear roles & responsibilities
• Everyone knows what to do
Healthy
Clear
objectives
organizational • Everything gets done
culture
• People work better when everyone
understands his responsibilities as part of
the group

ITIL v4 - Foundation Level

• Less energy and time wasted on non-important
activities

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The Four Dimensions
Organizations and People
• Healthy organizational culture
• Culture is based on shared attitudes, beliefs,
customs, and written and unwritten rules that
have been developed over time and are
considered valid.
Updated skills
Clearly The Business Dictionary
defined
and organizational
competencies structure
• Culture also includes the organization’s vision,
Clear Healthy
values, norms, systems, symbols, language,
objectives organizational
culture assumptions, beliefs, and habits.
Needle, 2004

ITIL v4 - Foundation Level

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The Four Dimensions
Organizations and People
• Updated skills and competencies
• Update of skills does not only enable
employees to do their work effectively, but also
increase their motivation
• Management and leadership styles also need
Updated skills Clearly
to be updated, for the success of the business
and defined
competencies organizational
structure

Healthy
Clear
organizational
objectives
culture

ITIL v4 - Foundation Level

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The Four Dimensions
Organizations and People
• Clear Objectives
• Employees and mangers at all levels need to
have clear understanding of their work
objectives and its link to the organization
objectives
Clearly
Updated skills defined
and organizational
competencies structure

Healthy
organizational
Clear
culture
objectives

ITIL v4 - Foundation Level

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The Four Dimensions

ITIL v4 - Foundation Level

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The Four Dimensions
Information
• Organizations need to have answers for the following questions:
• What information will be managed by the IT services?
• What supporting information we need to manage the services?
• How can we protect, manage, archive and dispose the information and knowledge assets?

ITIL v4 - Foundation Level

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The Four Dimensions
Technology
• Organizations need to have answers for the following questions:
• Is the technology compatible with the existing architecture?
• Is aligned with the strategy?
• Will the technology products used by the organization and its stakeholders work together?
• How do the emerging technologies influence the service and the organization?
• Is the technology compatible with regulatory requirements, policies, and security controls?

ITIL v4 - Foundation Level

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The Four Dimensions
Technology
• Organizations need to have answers for the following questions (continued):
• Will the technology continue to be viable in the near future?
• Do we have the required skills to support the technology?
• Does the technology have sufficient automation capabilities to ensure its efficient development,
deployment, and operations?
• Can the technology benefit other products or services?
• Does it introduce new risks or constraints to the organization?
• Can we accept the risk of using aging technology, or of adopting new unproven technology?

• Organizational culture and the nature of the business both affect the decision about new
technology.

ITIL v4 - Foundation Level

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The Four Dimensions

ITIL v4 - Foundation Level

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The Four Dimensions
Partners and Suppliers
• Every service depend to some extent on partners and suppliers
• Partners and suppliers may be involved any phase of the product development or service
management, such as design, development, deployment, delivery, support, and continual
improvement.
• It is therefore very important to maintain healthy relationships with partners and suppliers
• Contracts and agreements govern the work with partners and suppliers

• Three types of relationship with partners and suppliers:

• Goods supply
• Service delivery
• Service partnership

ITIL v4 - Foundation Level

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The Four Dimensions
Partners and Suppliers

Form of Cooperation outputs responsibility for the outputs

Goods supply Goods supplied Supplier

Service delivery Services delivered Provider

Service partnership Value co-created Shared between provider and customer

• Service Integration and Management SIAM

• Service integration and management may be delegated to a trusted partner / supplier
• The SIAM supplier is responsible for managing multiple services and coordinating ITIL processes across

ITIL v4 - Foundation Level

multiple service providers.

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The Four Dimensions
Supplier Strategy
• The strategy for relation with the suppliers depends on the following factors:

• Strategic Focus:
• Some organizations prefer to outsource non-core supporting functions to third parties, while others want to be
self-sufficient as possible and prefer to have full control over all important functions.

• Corporate Culture:
• The current culture may prefer one approach over another and may be hard to change

• Resource Scarcity:
• The lack of resources or relevant skills

ITIL v4 - Foundation Level

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The Four Dimensions
Supplier Strategy
• The strategy for relation with the suppliers depends on the following factors (continued):
• Subject Matter Expertise

• External Constraints:
• Government regulations or policies, industry codes-of-conduct, and social, political, or legal constraints also
impact the supplier strategy
• Cost concerns

• Demand patterns:
• The demand for services may be seasonal and different in different situations

ITIL v4 - Foundation Level

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The Four Dimensions

ITIL v4 - Foundation Level

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The Four Dimensions
Value Stream & Processes
• This model can follow different patterns, and the patterns within the value chain operation are
called value streams.

• The service value chain is the operating model that organizes the key activities of managing
products and services.
SVS

ITIL v4 - Foundation Level

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The Four Dimensions
Value Stream & Processes
A value stream Process

• A value stream, is a series of steps that an • A process, is a set of interrelated or interacting

organization uses to create and deliver products activities that transform inputs into outputs.
and services to consumers.
• Processes define the sequence of actions and
their dependencies.

• A process takes one or more defined inputs and

turns them into defined outputs.

ITIL v4 - Foundation Level

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The Four Dimensions
Processes and Functions
Functions

• A team or group of people and the tools or other

resources they use to carry out one or more
processes or activities.
• ITIL functions:
• Service desk
• Technical management
• Operations management:
• Facilities management
• Operations control
• Application management

ITIL v4 - Foundation Level

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The Functionally Oriented Organization

ITIL v4 - Foundation Level

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Generic process model

ITIL v4 - Foundation Level

Copyright AXELOS Limited 2011 Reproduced under licence from AXELOS
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The Process Driven Organization

ITIL v4 - Foundation Level

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 IT Functions

Service Desk :
Operation Control: - Single Point of Contact for
- Monitoring all users
- - Reporting - Incident, Access Request,
- Scheduled activities Request Fulfillment
- End User Support - Satisfaction Survey
- Incident, Access Request, - …
Request Fulfillment, … Service Desk

Operations Control

Facility Operation Facility Operation:

- Operate DC, AC, Electricity,
Generator, etc.
Technology Management: Technology Management Application Management - Preventive maintenance
- Perform Design, Transition and CSI - Suppliers contract
- Build knowledge, and capacity management
- Escalated Incidents, Problem and - …

ITIL v4 - Foundation Level

Knowledge

Financial App
Supply Chain
… …
Network

Banking
- Analyze reports, OLA, Vendors
Storage
Servers

DBMS

ERP
performance

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 5
Continual Improvement

ITIL v4 - Foundation Level

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Continual Improvement

• A continual improvement process, is an

ongoing effort to improve products, services,
or processes
• Always identifying and making changes that
result in better output
• The most important improvement is aligning
and re-aligning the organization’s practices
and services with the changing business
needs
• Improvement is an element of SVS, an
activity in the service value chain and also

ITIL v4 - Foundation Level

one of the practices

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Continual Improvement

• Critical Success Factor (CSF) • Key Performance Indicator (KPI)

• A management term used for an element that • A metric that is used to help manage an IT
is necessary for an organization or project to service, process, plan, project, or other activity.
achieve its mission. • KPIs are used to measure the achievement of
critical success factors.
• Many metrics may be measured, but only the
most important of these are defined as KPIs.

ITIL v4 - Foundation Level

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 6
Service Value System

SVS

ITIL v4 - Foundation Level

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Service Value System

• Service Value System (SVS)

• The ITIL Service Value System explains how the components and activities of the organization work
together as a system to enable value creation

• Service value chain

• The service value chain is an operating model that defines the key activities required to respond to
demand and enable value creation through the formation and management of products and services.

• Value stream
• A value stream is a series of steps that an organization takes to create and deliver products and services
to a consumer
SVS

ITIL v4 - Foundation Level

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Service Value System
Overview of Service Value System
Inputs to the SVS Outputs of the SVS

• Opportunity • Value
• Options or possibilities that add value for • Value in terms of perceived benefits, usefulness and
stakeholders importance of something.

• Demand
• The need or desire for products and services among
internal and external consumers.
SVS

ITIL v4 - Foundation Level

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Service Value System
Components of SVS
• Guiding principles • Continual improvement
• Refer to recommendations that guide • Refer to a recurring activity performed at all levels
organizations in all circumstances, regardless of to ensure that an organization’s performance
changes in its goals, strategies, type of work, or continually meets stakeholders’ expectations.
management structure.

• Governance
• Refers to the means by which an organization is
directed and controlled.

• Service value chain

SVS
• Refers to a set of activities performed by an
organization to deliver a valuable product or
services its consumers.

• Practices

ITIL v4 - Foundation Level

• Refer to a set of organizational resources
designed to perform work or accomplish an
objective.

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Service Value System
Overcoming organizational silos
• The biggest challenge for organizations today • Negative effects of organizational silos:
is the presence of organizational silos. • Prevents easy access to information &
• One of the objectives of having SVS is to expertise
overcome organizational silos • Reduces efficiency
• Increases costs
• Makes communication and collaboration
difficult
• Makes organizations unable to quickly take
advantage of opportunities
• Makes decision making ineffective due to
limited visibility and hidden agendas

ITIL v4 - Foundation Level

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Service Value System
The Service Value Chain
• The service value chain is an operating model • The ITIL service value chain includes six value
that defines the key activities required to chain activities that lead to the creation of
respond to demand and enable value products and services and, in turn, value.
creation through the formation and
management of products and services.

ITIL v4 - Foundation Level

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Service Value System
Plan
Purpose The key outputs

• Ensure a shared understanding of the vision, • Strategic, tactical, and operational plans
current status and improvement direction for all • Portfolio decisions for design and transition
four dimensions and all products and services • Architectures and policies for design and transition
across the organization. • Improvement opportunities for improve
• A product and service portfolio for engage
• Contract and agreement requirements for engage

ITIL v4 - Foundation Level

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Service Value System
Engage
Purpose The key outputs

• Provide a good understanding of stakeholder • Consolidated demands and opportunities for plan
needs, transparency, and continual engagement • Product and service requirements for design and
and good relationships with all stakeholders. transition
• User support tasks for deliver and support
• Improvement opportunities and stakeholders’
feedback for improve
• Change or project initiation requests for
obtain/build
• Contracts and agreements with external and
internal suppliers and partners for design and
transition, and obtain/build

ITIL v4 - Foundation Level

• Knowledge and information about third-party
service components for all value chain activities
• Service performance reports for customers

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Service Value System
Design and Transition
Purpose The key outputs

• Ensure that products and services continually • Requirements and specifications for obtain/build
meet stakeholder expectations for quality, costs, • Contract and agreement requirements for engage
and time-to-market • New and changed products and services for deliver
and support
• Knowledge and information about new and
changed products and services to all value chain
activities
• Performance information and improvement
opportunities for improve

ITIL v4 - Foundation Level

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Service Value System
Obtain and Build
Purpose The key outputs

• Ensure that service components are available • Service components for deliver and support
when and where they are needed, and meet • Service components for design and transition
agreed specifications. • Knowledge and information about new and
changed service components to all value chain
activities
• Contract and agreement requirements for engage
• Performance information and improvement
opportunities for improve

ITIL v4 - Foundation Level

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Service Value System
Deliver and Support
Purpose The key outputs

• Ensure that services are delivered and supported • Services delivered to customers and users
according to agreed specifications and • Information on the completion of user support
stakeholders’ expectations. tasks for engage
• Product and service performance information for
engage and improve
• Improvement opportunities for improve
• Contract and agreement requirements for engage
• Change requests for obtain/build
• Service performance information for design and
transition

ITIL v4 - Foundation Level

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Service Value System
Improve
Purpose The key outputs

• Ensure continual improvement of products, • Improvement initiatives for all value chain activities
services, and practices across all value chain • Value chain performance information for plan and
activities and the four dimensions of service the governing body
management. • Improvement status reports for all value chain
activities
• Contract and agreement requirements for engage
• Service performance information for design and
transition

ITIL v4 - Foundation Level

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 7
ITIL Practices

• A Practice is a set of organizational resources designed to accomplish some task.

SVS
• The ITL SVS includes total of 34 practices
• 14 general management practices
• 17 service management practices
• 3 technical management practices

ITIL v4 - Foundation Level

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ITIL Practices

1. 14 general management 1. Information security management

practices 2. Relationship management
2. 17 service management 3. Supplier management
practices 4. Continual improvement
3. 3 technical management
practices 5. Strategy management
6. Architecture management
7. Portfolio management
8. Project management
9. Risk management
10. Service financial management

ITIL v4 - Foundation Level

11. Workforce and talent management
12. Organizational change management
13. Knowledge management
14. Measurement and reporting

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ITIL Practices

1. 14 general management 1. Service desk

practices 2. Incident management
3. Service request management
2. 17 service management 4. Problem management
practices 5. Monitoring and event management
3. 3 technical management
practices 6. Change control
7. Release management

8. Service level management

9. Availability management
10. Capacity and performance management
11. Service continuity management
12. IT asset management
13. Service configuration management

ITIL v4 - Foundation Level

14. Business analysis
15. Service design
16. Service validation and testing
17. Service catalogue Management

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ITIL Practices

1. 14 general management 1. Deployment management

practices 2. Infrastructure and platform management
2. 17 service management 3. Software development and management
practices
3. 3 technical management
practices

ITIL v4 - Foundation Level

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ITIL Practices

1. 14 general management • The foundation course, discusses 18 practices in brief:

1. Information security management
practices 2. Relationship management
2. 17 service management 3. Supplier management
practices 4. Continual improvement
3. 3 technical management 5. Service desk
practices 6. Incident management
7. Service request management
8. Problem management
9. Monitoring and event management
10. Change control
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance management
15. Service continuity management

ITIL v4 - Foundation Level

16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Protect the information used by the organization.

2. Relationship management
3. Supplier management • Protect the Confidentiality, Integrity and Availability of information ( CIA )
4. Continual improvement
• Understand and manage information risks
5. Service desk
6. Incident management • Maintain information security for authentication and non- repudiation
7. Service request management • Security is established by means of policies, processes, behaviors, risk
8. Problem management management, and controls
9. Monitoring and event management
10. Change control
11. Release management • Security activities and control should be balanced between:
12. Service level management
13. Availability management
14. Capacity and performance
management
15. Service continuity management
16. IT asset management

ITIL v4 - Foundation Level

17. Service configuration management
Prevention Detection Correction
18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the relationship management practice is to:
2. Relationship management
3. Supplier management • Create and foster the links between the organization and its
4. Continual improvement stakeholders
• Identify, analyze, and monitor relationships with and between
5. Service desk stakeholders
6. Incident management
7. Service request management
8. Problem management • The relationship management practice ensures that the:
9. Monitoring and event • Needs of stakeholders are understood
management
10. Change control • Constructive relationship is established with stakeholders
11. Release management • Priorities for new or changed products/services are identified
12. Service level management • Complaints and escalations from stakeholders are managed
13. Availability management
14. Capacity and performance • Products and services facilitate value creation for the service
management consumers and organizations

ITIL v4 - Foundation Level

15. Service continuity management • Organizations facilitate value creation for all stakeholders
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the supplier management practice is to:
2. Relationship management
3. Supplier management • Ensure that the supplier and their performance are managed
4. Continual improvement appropriately
• Create more collaborative relationships with key supplier
5. Service desk • Uncover and realize new value and reduce risk of failure
6. Incident management
7. Service request management
8. Problem management • Key activities of supplier management are:
9. Monitoring and event • Creating a single point of visibility and control to ensure consistency
management
10. Change control • Maintaining a supplier strategy, policy, and contract management
11. Release management information
12. Service level management • Negotiating and agreeing contracts and arrangements
13. Availability management
14. Capacity and performance • Managing relationships and contracts with internal and external
management suppliers

ITIL v4 - Foundation Level

15. Service continuity management • Managing supplier performance
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the continual improvement practice is to:
2. Relationship management
3. Supplier management • identifying and improving
4. Continual improvement • services,
• service components, or
5. Service desk
6. Incident management • any other element involved in the efficient and effective management of
7. Service request management products and services
8. Problem management • to align the organization’s practices and services with changing
9. Monitoring and event business needs.
management
10. Change control
11. Release management • The scope of the continual improvement practice includes:
12. Service level management • The development of methods and techniques for improvements
13. Availability management • Encouraging a culture of continual improvement across the organization
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Activities

2. Relationship management
3. Supplier management • Securing time and budget for continual improvement
4. Continual improvement • Identifying and logging improvement opportunities
• Assessing and prioritizing improvement opportunities
5. Service desk
6. Incident management • Making business cases for improvement action
7. Service request management • Planning and implementing improvements
8. Problem management • Measuring and evaluating improvement results
9. Monitoring and event • Coordinating improvement activities across the organization
management
10. Change control
11. Release management • Improvement is part of everyone’s responsibilities, but there
12. Service level management
13. Availability management
should be a dedicated team to lead improvement efforts
14. Capacity and performance
management • Continual Improvement Register (CIR)

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • A service desk acts as the single point of contact for the IT or
2. Relationship management
3. Supplier management service organization.
4. Continual improvement

5. Service desk
• The purpose of the service desk practice is to:
6. Incident management • Understand demand for incident resolution and service requests
7. Service request management • Provide a clear path for users to report issues, queries, and requests,
8. Problem management and acknowledge, classify, own, and take action on them
9. Monitoring and event
management • The Service Desk acts as firs level to handle incidents and service
10. Change control requests
11. Release management
12. Service level management
13. Availability management • The service desk staff need to have:
14. Capacity and performance • Excellent communication skills
management • Good understanding of the business and its priorities

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management • Wide but not deep technical knowledge.
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Incident

2. Relationship management
3. Supplier management • Incident refers to an unplanned interruption to a service, or reduction in
4. Continual improvement the quality of a service.

5. Service desk
6. Incident management
• The purpose of incident management practice
7. Service request management • reduce the undesirable impact of incidents by restoring normal service
8. Problem management operations as soon as possible.
9. Monitoring and event
management
10. Change control • Incident management activities:
11. Release management • Detect
12. Service level management
13. Availability management • Log
14. Capacity and performance • Categorize
management • Prioritize

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
• Investigate and diagnose
17. Service configuration management • Repair, recover and resolve
• Close
18. Deployment management

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ITIL Practices

1. Information security management • Service Request

2. Relationship management
3. Supplier management • A service request is a request from a user or user’s authorized
4. Continual improvement representative that initiates a service action which has been agreed as a
normal part of service delivery
5. Service desk
6. Incident management
7. Service request management • The purpose of the service request management practice is
8. Problem management • support the agreed quality of a service by handling all pre-defined,
9. Monitoring and event user-initiated service requests in an effective and user friendly manner.
management
10. Change control
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Problem

2. Relationship management
3. Supplier management • Problem refers to a cause, or potential cause, of one or more incidents
4. Continual improvement
• The purpose of problem management is
5. Service desk
6. Incident management • minimize the probability and impact of incidents by:
7. Service request management • Analyzing actual and possible causes of incidents
8. Problem management • Managing workarounds and known errors
9. Monitoring and event
management
10. Change control • Problem management phases:
11. Release management • Identify the problem
12. Service level management
13. Availability management • Control the problem
14. Capacity and performance • Control the error
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Event

2. Relationship management
3. Supplier management • An event can be defined as any change of state that has significance for
4. Continual improvement the management of a Configuration Item (CI) or IT service.
• Events are typically recognized through notifications created by an IT
5. Service desk service, CI, or monitoring tool.
6. Incident management
7. Service request management
8. Problem management • The purpose of the monitoring and event management practice is
9. Monitoring and event management to:
10. Change control
11. Release management • Analyze service components
12. Service level management • Record and report changes of state identified as events
13. Availability management • Prioritize events in infrastructure, services, business processes, and
14. Capacity and performance
management information security
15. Service continuity management • Manage events throughout their lifecycle.

ITIL v4 - Foundation Level

16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The monitoring part emphases on the observation of

2. Relationship management
3. Supplier management • services and
4. Continual improvement • CIs.

5. Service desk
6. Incident management • It should be performed in a highly automated manner either:
7. Service request management • actively or
8. Problem management • passively,
9. Monitoring and event management
10. Change control
11. Release management • The event management part emphases on
12. Service level management • recording and managing monitored changes that are defined as events,
13. Availability management
14. Capacity and performance
• analyzing the significance of events, and
management • taking the correct control action for managing them.
15. Service continuity management

ITIL v4 - Foundation Level

16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Change

2. Relationship management
3. Supplier management • refers to the addition, deletion, and modification of anything that could
4. Continual improvement have effect on services.

5. Service desk
6. Incident management • Change Control handles changes in infrastructure, applications,
7. Service request management documentations, processes and anything that impacts products or
8. Problem management services.
9. Monitoring and event
management
10. Change control • The purpose of the change control practice
11. Release management
12. Service level management • maximize the number of successful IT changes.
13. Availability management
14. Capacity and performance • The change control should:
management
• Balance between doing valuable changes and avoiding adverse effects

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management • Confirm that risks have been properly measured
17. Service configuration management • Authorizing changes to before proceeding
• Handling a change schedule appropriately.
18. Deployment management

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ITIL Practices

1. Information security management • Change authority

2. Relationship management
3. Supplier management • is the group/person who authorizes the change
4. Continual improvement • Change authority varies according to change type, size, complexity, risk
and cost
5. Service desk
6. Incident management
7. Service request management
8. Problem management • Types of Changes
9. Monitoring and event
management
10. Change control
11. Release management
12. Service level management Normal Change
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Release

2. Relationship management
3. Supplier management • A version of a service or other configuration item, or a collection of
4. Continual improvement configuration items, that is made available for use

5. Service desk
6. Incident management • The purpose of the release management practice is
7. Service request management • make new and changed services and features available for use.
8. Problem management
9. Monitoring and event
management
10. Change control
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the service level management practice is
2. Relationship management
3. Supplier management • Set clear business-based targets for service performance, so that the
4. Continual improvement delivery of a service can be properly assessed, monitored, and
managed against these targets.
5. Service desk
6. Incident management
7. Service request management
8. Problem management
9. Monitoring and event
management
10. Change control
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • Availability

2. Relationship management
3. Supplier management • Availability refers to the ability of an IT service or other configuration
4. Continual improvement item to perform its agreed function when required.

5. Service desk
6. Incident management
• The purpose of availability management practice
7. Service request management • ensures that the services meet the needs of customers and users by
8. Problem management delivering agreed levels of availability.
9. Monitoring and event
management
10. Change control • The availability of a service depends on:
11. Release management • how frequently the service fails, and
12. Service level management • how quickly it recovers after a failure
13. Availability management Reactive - monitoring
14. Capacity and performance Proactive – design in
management • These are expressed as

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
• Mean Time Between Failures (MTBF) and Availability
17. Service configuration management • Mean Time To Restore Service (MTRS).

18. Deployment management

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ITIL Practices

1. Information security management • Performance

2. Relationship management
3. Supplier management • is a measure of what is achieved or delivered by a system, person, team,
4. Continual improvement practice, or service.

5. Service desk
6. Incident management
• Service capacity
7. Service request management • is the maximum throughput that a configuration item or service can
8. Problem management deliver.
9. Monitoring and event
management
10. Change control
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the capacity and performance management
2. Relationship management
3. Supplier management practice is to:
4. Continual improvement • Ensure that services satisfy current and future demand in a cost-
effective way and achieve agreed and expected performance
5. Service desk • Deal with service performance issues
6. Incident management
7. Service request management • May deal also with capacity and performance of the personnel
8. Problem management
9. Monitoring and event
management
10. Change control
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the service continuity management practice is
2. Relationship management
3. Supplier management • ensure that the availability and performance of a service is maintained
4. Continual improvement at a sufficient level in the event of a disaster.

5. Service desk
6. Incident management
• The practice provides a framework for building organizational
7. Service request management resilience with the capability of producing an effective response
8. Problem management that safeguards the interests of key stakeholders, and the
9. Monitoring and event organization’s reputation, brand and value- creating activities.
management
10. Change control
11. Release management • It ensures that in the case of disaster or crisis, the required
12. Service level management
13. Availability management information technology and services can be resumed within
14. Capacity and performance required and agreed business timescales.
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • IT asset

2. Relationship management
3. Supplier management • refers to any valuable component that can contribute to delivery of an IT
4. Continual improvement product or service.

5. Service desk
6. Incident management • The IT asset management practice plans and manages the lifecycle
7. Service request management of all IT assets.
8. Problem management
9. Monitoring and event
management • IT asset management helps the organization to:
10. Change control • Maximize value for customers
11. Release management
12. Service level management
• Control costs and budgets
13. Availability management • Cope with risks
14. Capacity and performance • Make decisions in terms of purchase and reuse
management
• Meet governing and promised requirements

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the service configuration management practice is:
2. Relationship management
3. Supplier management • Collect and manage information about various Configuration Items (CIs),
4. Continual improvement such as hardware, software, networks, users, documents and whole
services.
5. Service desk • Ensure that this information is accurate and reliable and available when
6. Incident management
needed
7. Service request management
8. Problem management
9. Monitoring and event • The information about Cis include:
management
10. Change control • Specification of the CI
11. Release management • How it is configured
12. Service level management • Relations with other CIs
13. Availability management • Current status
14. Capacity and performance
management • History including links to Incident records, change records

ITIL v4 - Foundation Level

15. Service continuity management • …etc.
16. IT asset management
17. Service configuration management

18. Deployment management

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ITIL Practices

1. Information security management • The purpose of the deployment management practice is

2. Relationship management
3. Supplier management • move new or changed hardware, software, documentation, processes,
4. Continual improvement or any other component to live environments.

5. Service desk
6. Incident management • It may also be involved in deploying components to other
7. Service request management environments for testing or staging
8. Problem management
9. Monitoring and event
management • Deployment Management works closely with release
10. Change control management and change control.
11. Release management
12. Service level management
13. Availability management
14. Capacity and performance
management

ITIL v4 - Foundation Level

15. Service continuity management
16. IT asset management
17. Service configuration management

18. Deployment management

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Exam time 
30 minutes

ITIL v4 - Foundation Level

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Thank you for learning with us …
Dr. Mohamed AbuSen
Enterprise Architect, Digital Transformation
PhD, MBA, MSc, PM Diploma, BSc Engineering,

1. IT Management
ITIL Expert, CRISC, CISM, BCM, Disaster Recovery Manager ISO 24762, IT Governance Manager ISO
38500, Cobit, ISO 20K, and ISO 27001.

2. Business Process Management Contact us:

6 Sigma-BB, CQE, CRE, CBAP, CBA, TOGAF, ISTQB, Data Modeling and TQM,
+201006439499

ITIL v4 - Foundation Level

3. Agility
PMI-ACP, Prince 2 Agile, SMC, SPOC, SDC, [email protected]

4. Project Management
PMI-PMP , PMI-RMP, Prince 2 Practitioner, PgMP, Project Management Governance Manager ISO mohamed.abusen
21500,

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