Summary ITIL 4 Foundation H4 en H5

ITIL 4 Foundation

, 4. The ITIL Service Value System
4.1. Service Value System Overview
- Service Value System = describes the systematic approach to value
creation, based on the cooperation of all components and activities of the
organization
o All activities, practices, teams, authorities and responsibility need to be
integrated and coordinated in a systematic approach to provide maximum
contribution to value
- Opportunity & Demand -> SVS -> Value
- The component of Service Value System include:
o The ITIL service value chain
o The ITIL practices
o The ITIL guiding principles
o Governance
o Continual improvement

4.2. Opportunity and demand
- The SVS transfers desires and demand into value that is continually co-
created with all stakeholders
- Demand = Opportunities and needs from internal and external stakeholders
- Opportunities = Represent options to add value for stakeholders or
otherwise

4.3. The ITIL guiding principles
- Guiding principles: Recommendations that guide an organization in all
circumstances regardless of changes in its goals, strategies, type of work, or
management structures
- Organizations should use all 7 principles

- There are 7 guiding principles that are part of the SVS:
o Focus on Value
 All activities of the organization should focus on creating value
(in)directly, for the organization, its customers and its stakeholders
 All staff should focus on value during operational and improvement
activities
 This requires a solid understanding of the service consumer and the
way this consumer uses the service and perceives value
 The CX and UX play a role in understanding the value for the
consumer

o Start where you are
 The organization should investigate, measure and understand
what it already has, before starting improvement activities
 This to determine what could be re-used and what should be newly
developed