Value Creation
Outcome is the result of service
Co-creating of value(service provider and custome)
Managing specific cost and risk
Utility is fuctionality of a product provided by a provided.
Warranty(Ensuring service availabilty,service continuity,information security,service capacity)
Elements of ITIL 4
- organisations and people(Uber driver and customer service personal)
- Information and technology(Uber app and other technology used)
- partners and suppliers(Internet service provider)
- values streams and processes(The actual ride you get)
Six external facors affect the four dimensions(PESTLE Factors)
Political factors
Economic factors
Social factors
Technological factors
Legal factors
Environmental factors
Sevice Value System(SVS)
Opportunity/Demand----->Service Value Chain----->Value
-Guiding Principles
-Governance
-Practices
-Continual improvement
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Session 1 | ITIL Overview
ITIL (Information Technology Infrastructure Library) is a framework consisting of best
practices and processes that can be adopted in order to provide IT service management
(ITSM)
Five Stages of the ITIL Service Lifecycle
Six Sigma --- How to reduce error and defect
Scrum --- Facilitates all the communication and collaboration between leadership and team players to ensure a successful outcome.
Agile --- Scrum is a subset of Agile. It is a lightweight process framework for agile development, and the most widely-used one.
Agile involves collaborations and face-to-face interactions between the members of various cross-functional teams whereas Scrum collaboration is achieved in daily stand up meetings.
Lean --- Lean is a way of thinking about creating needed value with fewer resources and less waste
RACI Matrix
Responsible: The person who does the work to achieve the task. As a rule,
this is one person; examples might be a business analyst,
application developer or technical architect.
They have responsibility for getting the work done or decisions made.
Accountable: The person who is responsible for the correct and thorough completion of the task.
This role must be one person and is often the project executive or project sponsor.
This role is in the role that responsible is accountable to and approves their work.
Consulted: The people who provide information for the project and
with whom there is two-way communication.
This role is usually several people, often subject matter experts.
Informed: The people kept informed of progress and with whom there is one-way communication.
These are people affected by the outcome of the tasks, so they need to be kept up to date.