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- ITIL 4: The service value system (SVS)
- Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
- Governance
- Service value chain (The six value chain activities)
- Plan
Ensuring a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.
- Improve
Ensuring continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
- Engage
Providing a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.
- Design and transition
Ensuring that products and services continually meet stakeholder expectations for quality, costs, and time to market.
- Obtain/build
Ensuring that service components are available when and where they are needed, and meet agreed specifications.
- Deliver and support
Ensuring that services are delivered and supported according to agreed specifications and stakeholders' expectations.
- Practices
Management Practices
- 14 general management practices
- 17 service management practices
- 3 technical management practices
The four dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- Continual Improvement
- What is the vision?
- Where are we now?
- What do we want to be?
- How do we get there?
- Take action
- Did we get there?
- How do we keep the momentum going?
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