2.1 Value and value co-creation
The purpose of an organization is to create value for stakeholders. The term "value" is central to service management and ITIL 4, and must be clearly defined.
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2.2 Organizations, service providers, service consumers, and other stakeholders
In service management, understanding the various stakeholders involved in value creation is crucial. This section defines key terms and roles, highlighting their importance in the service management ecosystem.
2.3 Products and services
The central component of service management is the service. The nature of services and their relationship with products are fundamental to understanding service management.
2.4 Service relationships
Service relationships are fundamental for value co-creation between organizations. These relationships involve cooperation between service providers and service consumers, where organizations can simultaneously take on both roles.
2.5 Value outcomes, costs, and risks
Achieving desired outcomes involves resources (costs) and is associated with risks. Service providers help consumers achieve these outcomes, assuming some associated risks and costs. Service relationships are valuable when positive…
4.1 Service value system overview
For service management to function effectively, it needs to operate as a system. The ITIL Service Value System (SVS) provides this system, describing its inputs, elements, and outputs. The SVS…
4.2 Opportunity, demand, and value
Opportunity and demand are the driving forces that trigger activities within the ITIL Service Value System (SVS). These activities ultimately lead to the creation of value. Both opportunity and demand…
4.3 The ITIL guiding principles
The ITIL guiding principles are recommendations that guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. These principles are universal…
4.4 Governance
Key Message: Every organization is directed by a governing body, which is accountable at the highest level for the organization's performance and compliance. This body can be a board of…
4.5 Service value chain
The central element of the ITIL Service Value System (SVS) is the service value chain. This operating model outlines the key activities required to respond to demand and facilitate value…