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IP and Copyright Information

© IT Training Zone Ltd. and AXELOS Limited 2019. All rights reserved
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited.
All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of
AXELOS Limited. All rights reserved.
Text in "italics and quotation marks" source: ITIL 4 Foundation Manual. Copyright AXELOS
Limited 2019. Material is reproduced under license from AXELOS Limited. All rights reserved.
Contents
Welcome to your Complementary Download Report ............................................ 1
Icons .................................................................................................................................1
1. Welcome! ................................................................................................................... 3
2. The History of ITIL ........................................................................................................4
3. Service Management Key Concepts .....................................................................6
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3.1. Service Management .........................................................................................6
3.2. Organizations ......................................................................................................7
3.3. Value Co-creation ..............................................................................................8
3.4. Who’s Who in Service Management? ..............................................................8
3.5. Products and Services ........................................................................................9
4. Guiding Principles ....................................................................................................11
5. Four Dimensions of Service Management............................................................ 12
6. The Service Value System .......................................................................................13
7. ITIL Practices .............................................................................................................16
7.1. Types of Practice ...............................................................................................16
7.2. Change Control ................................................................................................18
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1. Welcome!
Welcome to your free introduction to ITIL from ITSM Zone, world leaders in online
service management training!
Throughout my career, I’ve seen the benefits that ITIL can deliver in organisations
of all sizes, and in all sectors. With this free course, you can get a taster of what
ITIL can offer and information to help you decide on your next steps – whether
that’s taking a training course, engaging with the community or trying
something out in your own workplace.
I hope you find this report useful. If you’d like to keep in touch, you can follow
me on twitter @ClaireAgutter, or for company news follow @ITSMZone.
Kind regards
Claire Agutter
Lead Tutor
ITSM Zone
Ctrl + click the logo to view the full ITSM Zone training catalogue
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2. The History of ITIL
ITIL was first developed by the UK government in the 1980s, to help improve the
quality of IT services and IT projects. The Central Computer and
Telecommunications Agency (CCTA, later renamed the Office of Government
Commerce) was tasked with developing a framework for efficient and
financially responsible use of IT resources in a government environment.
The earliest version of ITIL was called the Government Information Technology
Infrastructure Management (GITIM). GITIM focused on service support and
service delivery but was very different from the current version of ITIL. Large
companies and government agencies started to adopt ITIL, spreading service
management across the world.
In 2000, Microsoft used ITIL to develop the Microsoft Operations Framework.

In 2001, version 2 of ITIL was released, with training based around the Service
Support and Service Delivery core volumes. Hundreds of thousands of people
around the world took ITIL training and certifications to help them manage IT
services and environments.
In 2007, version 3 of ITIL was released, with an update to v3 in 2011. V3 of ITIL was
based around a service lifecycle:
▪ Service strategy
▪ Service design
▪ Service transition
▪ Service operation
▪ Continual service improvement
The newest ITIL version is ITIL 4. Released in 2019, ITIL 4 has evolved to a value
system focused approach and can be integrated with other management
practices like Agile and DevOps.
ITIL has evolved into a common framework for the management of all IT
activities. It is vendor-neutral, non-prescriptive guidance that helps IT
organizations align themselves with their customers and deliver outcomes that
offer real value. ITIL is now owned and managed by AXELOS, a joint venture
between Capita and the UK government’s Cabinet Office.
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Ctrl and Click the Image to Access Free ITIL Downloads
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3. Service Management Key Concepts
Think about…
The products and services that we buy and consume need to
add value to our lives, or we won’t continue to consume them.
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▪ What products and services are essential to your day to
day life?
▪ How many of them rely on technology? (also defined as ‘IT

enabled’)
Possible considerations…
Think about a typical day in your life. When your alarm goes off,
do you check your phone? Or turn on the TV and watch the
! news? Do you drive to work or get public transport? Or maybe
work from home using a laptop and cloud-based software
packages.
Subscription TV packages, the apps on your cell phone, online

banking, public transport ticketing systems…technology is now
embedded in many areas of our lives.
3.1. Service Management
“Service management is a set of

Service specialized organizational capabilities
management for enabling value to customers in the
form of services.”
“Value is the perceived benefits,

Value usefulness and importance of
something.”
As a customer, you interact with organization’s service management

capabilities regularly. When you phone a helpdesk, send in an email, visit a
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store, or buy a product, you form an opinion about the organization’s service
management capabilities.
“ITIL 4 provides the guidance organizations need to address new service

management challenges and utilize the potential of modern technology. It is
designed to ensure a flexible, coordinated and integrated system for the
effective governance and management of IT-enabled services.”
An organization can only develop these specialized organizational capabilities

when it understands:
▪ The nature of value
▪ The nature and scope of the stakeholders involved
▪ How value creation is enabled through services
3.2. Organizations
“An organization is a person or a group of

people that has its own functions with
Organization responsibilities, authorities, and
relationships to achieve its objectives.”
From an ITIL perspective, an organization might be:
▪ A single person
▪ A team within an organization
▪ A legal entity (a company, or a charity)
▪ A government department or public sector body
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3.3. Value Co-creation
Co-creation is as business strategy

focusing on customer experience and
interactive relationships. Co-creation
Co-creation allows and encourages a more active
involvement from the customer to create
a value rich experience.
Source: businessdictionary.com
Organizations need to collaborate with their customers and consumers, as well

as the suppliers that help them to offer valuable services. Each product and
service is surrounded by a web of service relationships.
3.4. Who’s Who in Service Management?

The organization that is providing services is the service provider. A service
provider must understand who its customers or consumers are, and which other
stakeholders are part of its wider service relationships.
A stakeholder is “a person or organization

that has an interest or involvement in an
Stakeholder organization, product, service, practice, or
other entity.”
A service relationship is “a co-operation

between a service provider and a service
Service consumer. Service relationships include
Relationship service provision, service consumption,
and service relationship management.”
The service consumer is the person or organization that is receiving a service.

In ITIL 4, consumer is a broad term that includes these roles:
▪ Customer
▪ User
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▪ Sponsor
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3.5. Products and Services

The services an organization provides are based on one or more products.
Products are created from configurations of the resources an organization has
access to. Resources include:
▪ People
▪ Information
▪ Technology
▪ Value streams
▪ Processes
▪ Suppliers
▪ Partners
“A service is a means of enabling value co-

creation, by facilitating outcomes that
Service customers want to achieve, without the
customer having to manage specific costs
and risks.”
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“A product is a configuration of an
Product organization’s resources designed to offer
value for a consumer.”
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4. Guiding Principles
“A guiding principle is a recommendation
Guiding that guides an organization in all
Principles circumstances.”
Many things change in day to day operations:
▪ Goals
▪ Key staff
▪ Strategies
▪ Types of work
▪ Management structure
The principles remain constant, no matter what else changes. The guiding
principles should encourage and support continual improvement. They apply
across the whole organization at all levels – ALL staff should be aware of them.
In each situation, staff and organizations should consider their principles and
what is applicable. Not all principles are relevant in every situation, but they all
be reviewed on each occasion to assess if they are appropriate.
The ITIL guiding principles are:
▪ Focus on value
ITIL ▪ Start where you are
Guiding ▪ Progress iteratively with feedback
▪ Collaborate and promote visibility
Principles ▪ Think and work holistically
▪ Keep it simple and practical
▪ Optimize and automate
Hint
Remember that the principles are not standalone, they all
interact with and depend on each other.
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5. Four Dimensions of Service Management
The four dimensions are:
▪ Organizations and people
▪ Information and technology
▪ Partners and suppliers
▪ Value streams and processes
They are relevant to all elements of the Service Value System (SVS). Failing to
consider all of the four dimensions can lead to services that offer poor quality or
efficiency or may even mean services aren’t delivered at all. The four
dimensions can overlap and interact in unpredictable ways. The four dimensions
must be considered for every service.
The figure below shows the four dimensions:
!
ITIL 4 Foundation fig. 3.1 The four dimensions of service management
© Copyright AXELOS Ltd 2019. All rights reserved. Material is reproduced under license from
AXELOS Ltd
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6. The Service Value System
The ITIL Service Value System (SVS) is “a model representing how all the
components and activities of an organization work together to facilitate value
creation.” It includes:
▪ Guiding principles
▪ Governance
▪ Service value chain
▪ Practices
▪ Continual improvement
▪ Inputs and outcomes
The key message for the ITIL SVS is:
“The ITIL SVS describes how all the components and activities of an 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 their stakeholders.”
The purpose of the SVS is to ensure that the organization continually co-creates
value with all stakeholders through the use and management of products and
services. The figure below shows the SVS:
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ITIL 4 Foundation fig. 4.1 The ITIL Service Value System
© Copyright AXELOS Ltd 2019. All rights reserved. Material is reproduced under license from
AXELOS Ltd
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The table below explains the areas on the figure:
SVS Area Explanation
Opportunities represent options or possibilities to

add value for stakeholders or otherwise improve
Opportunity/demand the organization. Demand is the need or desire
for products and services that originates from
internal and external consumers.
The outcome of the SVS is value. The SVS can

Value enable the creation of different types of value
for different stakeholders.
The guiding principles are recommendations

that can guide an organization in all
Guiding Principles circumstances, regardless of changes in goals,
strategies, types of work or management
structure.
The service value chain is a set of

interconnected activities that an organization
Service Value Chain performs in order to deliver a valuable product
or service to its consumers and to facilitate
value realization.
The ITIL practices are sets of organizational

Practices resources designed for performing work or
accomplishing an objective.
Continual improvement is a recurring

organizational activity performed at all levels to
Continual Improvement ensure that an organization’s performance is
always aligned to changing stakeholder
expectations.
Table 1 The SVS
The SVS will:
▪ Increase flexibility
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▪ Support a holistic view
▪ Enable integration
▪ Support resilience and agility
7. ITIL Practices
“A practice is a set of organizational
resources designed for performing work or
Practice accomplishing an objective.”
Each ITIL practice supports multiple service value chain activities. Practices are
made up resources from the 4 dimensions of service management:
▪ Organizations and people
▪ Information and technology
▪ Partners and suppliers
▪ Value streams and processes
7.1. Types of Practice

There are three types of practice:
▪ General management practices

Adopted and adapted for service management from business
management
▪ Service management practices
Have been developed in service management and IT service
management
▪ Technical management practices
Originated in technology management and have been adapted for
service management
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The table below shows the full list of ITIL practices:
Technical Management
General Management Service Management
Practices
Practices Practices
Architecture Deployment
management Availability management management
Infrastructure and
Continual improvement Business analysis platform management
Capacity and Software development

Information security performance and
management management management
Knowledge
management Change control
Measurement and
reporting Incident management
Organizational change
Management IT asset management
Portfolio management Monitoring and event

management
Project management
Problem management
Relationship
management Release management
Service catalogue
Risk management management
Service configuration
Service financial
management
management
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Service continuity
Strategy management management
Service design
Supplier management
Workforce and talent

Service desk
management
Service level
management
Service request
management
Service validation and

testing
Table 2: ITIL Practices
The course covered one ITIL practice in more depth: change control (often
referred to as change management).
7.2. Change Control
“A change is the addition, modification,

Change or removal of anything that could have a
direct or indirect effect on IT services.”
The purpose of continual improvement is

to “to maximize the number of
Change successful IT changes by ensuring that
Control risks have been properly assessed,
authorizing changes to proceed, and
managing the change schedule.”
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The person or group who authorizes a

change is referred to in ITIL as the change
authority. Change authority may be
Change decentralized in organizations working at
Authority high speed and in agile environments,
meaning peer review is more important
and becomes an indicator of high
performance.
The change schedule is used to help plan changes, assist in communication,

avoid conflicts and assign resources.
Change Type Definition
Standard Standard changes are low risk, preauthorized changes.

They are well understood and documented so they
can be implemented without additional authorization.
Normal Normal changes need to be scheduled, assessed and

authorized via the organization’s defined process.
Lower risk changes will need less scrutiny than high risk
changes. Many organizations have tools in place that
manage change request workflows, automating the
process where it makes sense to do so.
Emergency Emergency changes need to be implemented as soon

as possible, perhaps in response to an issue or a
security breach. They are assessed and authorized
when possible, but some steps (e.g. testing) might be
left out if the level of urgency justifies it. There may be a
separate change authority for emergency changes.
Table 3 Types of Change
Each organization will define its own scope for change control. This often
includes:
▪ IT infrastructure
▪ Applications
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▪ Documentation
▪ Processes
▪ Supplier relationships
▪ Any other relevant areas
Next Steps…
For your next steps, why not consider:
▪ How you can engage with the service management

community online or in person
▪ What improvement opportunities you have in your

own organization
▪ What further training might support your goals
Ctrl and Click to view all best practice training from ITSM Zone
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FreeITIL® Training.

Key concept or term that you need to

Role Job title or responsibility.

IP and Copyright Information

In 2000, Microsoft used ITIL to develop the Microsoft Operations Framework.

▪ Continual service improvement

▪ How many of them rely on technology? (also defined as ‘IT

Subscription TV packages, the apps on your cell phone, online

3.1. Service Management

“Service management is a set of

“Value is the perceived benefits,

As a customer, you interact with organization’s service management

“ITIL 4 provides the guidance organizations need to address new service

An organization can only develop these specialized organizational capabilities

▪ The nature of value

▪ The nature and scope of the stakeholders involved

▪ How value creation is enabled through services

“An organization is a person or a group of

From an ITIL perspective, an organization might be:

▪ A team within an organization

▪ A legal entity (a company, or a charity)

▪ A government department or public sector body

Co-creation is as business strategy

Organizations need to collaborate with their customers and consumers, as well

3.4. Who’s Who in Service Management?

A stakeholder is “a person or organization

A service relationship is “a co-operation

The service consumer is the person or organization that is receiving a service.

From ITIL Foundation to ITIL

3.5. Products and Services

“A service is a means of enabling value co-

Many things change in day to day operations:

The ITIL guiding principles are:

▪ Organizations and people

▪ Information and technology

▪ Partners and suppliers

▪ Value streams and processes

The figure below shows the four dimensions:

▪ Service value chain

▪ Inputs and outcomes

The key message for the ITIL SVS is:

SVS Area Explanation

Opportunities represent options or possibilities to

The outcome of the SVS is value. The SVS can

The guiding principles are recommendations

The service value chain is a set of

The ITIL practices are sets of organizational

Continual improvement is a recurring

Table 1 The SVS

The SVS will:

▪ Organizations and people

▪ Information and technology

▪ Partners and suppliers

▪ Value streams and processes

7.1. Types of Practice

▪ General management practices

Capacity and Software development

Portfolio management Monitoring and event

Workforce and talent

Service validation and

Table 2: ITIL Practices

7.2. Change Control

“A change is the addition, modification,