ITIL® 4 Foundation Certification Course

Lesson 1: Introduction to Service Management and ITIL®

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ITIL® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
IT Infrastructure Library® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
AXELOS® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
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 Learning Objectives

By the end of this lesson, you will be able to:

Identify the significance of IT service management in the modern world

Discover the goals of ITIL® 4 foundation

Describe the structure and benefits of ITIL® 4 framework

Introduction to Service Management and ITIL
Topic 1: Significance of IT Service Management
 Introduction to IT Service Management

Services enable organizations to create They comprise the largest and dynamic
value for themselves and their customers. component of all economies.

They offer huge benefits for organizations in

All services are creating, expanding, and improving their IT service
IT enabled. management capability.

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Introduction to IT Service Management

Technology is advancing fast today.

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 Introduction to IT Service Management

Cloud computing Infrastructure as a Machine Learning Blockchain

Service (IaaS)

Opened opportunities Made IT an important Transformed IT as a source

for value creation business driver of competitive advantage

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 Introduction to IT Service Management

• Organizations are • The organizational needs for

undertaking digital stability, predictability,
transformation to exploit Increased velocity operational agility, and
the digitization Operational agility increased velocity must be
opportunities. Predictability balanced with digital
Digitization Stability transformation.

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 Introduction to IT Service Management

Information and technology are Service management is

Cross-functional teams
being integrated with other evolving to support the
are becoming popular.
organizational capabilities. organizational shift.

The most widely adopted guidance on IT

Service Management (ITSM) is evolving

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Introduction to Service Management and ITIL
Topic 2: Goals of ITIL 4 Foundation
 About ITIL

ITIL leads the ITSM industry with

guidance, training, and
certification programs.

ITSM

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 ITIL 4: Benefits for Organization

Reshapes ITSM practices in the Ensures flexible, coordinated,

wider context of customer Provides guidance to address
Embraces new ways of and integrated system for
experience, value streams, and service management
working effective governance of IT
digital transformation challenges
Enabled Services (ITeS)

Lean

Agile

DevOps

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 ITIL 4: Benefits for Professionals

Introduces readers to the Acts as a reference guide to

management and key concepts of be used in work, study, and
modern IT enabled services professional development

Guides professionals on how they Elaborates the concepts of

can improve their and their service management framework
organization’s capabilities for the ITIL Foundation exam

Provides an overview of the ITIL 4

framework and how it adopts modern
technologies and ways of working

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Introduction to Service Management and ITIL
Topic 3: Structure and Benefits of ITIL 4 Framework
 ITIL 4 Framework

The key components of ITIL® 4:

Service Value System (SVS) Four Dimensions Model

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 ITIL 4 Framework

The key components of ITIL® 4:

Service Value System (SVS) Four Dimensions Model

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 ITIL SVS

The ITIL SVS represents how the various components and

activities of the organization work together to facilitate value
creation through IT enabled services.

Figure 1.1 The service value system

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 ITIL SVS

• The components and activities can be

combined in a flexible way.
• ITIL SVS facilitates integration and
coordination of various organizational
components and activities.
• It provides a strong, unified, and value-
focused direction for the organization
through IT enabled service.

Figure 1.1 The service value system

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 Core Components of ITIL SVS

3. ITIL guiding principles

1. ITIL service value chain

4. Governance

2. ITIL practices

5. Continual improvement

Figure 1.1 The service value system

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 Core Components of ITIL SVS

1. ITIL service value chain

• Provides an operating model for the creation, delivery,

and continual improvement of services
• Defines six key activities that can be combined in
many ways, forming multiple value streams
• Can be adapted to multiple approaches, including
DevOps and centralized IT, to address the need for
multimodal service management

Figure 1.1 The service value system

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 Core Components of ITIL SVS

2. ITIL practices

• Enhance the flexibility of SVS

• Support multiple service value chain activities,
providing a comprehensive and versatile toolset for
ITSM practitioners

Figure 1.1 The service value system

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 Core Components of ITIL SVS

3. ITIL guiding principles

• Guide an organization’s decisions and actions

• Ensure a shared understanding and common
approach to service management across the
organization
• Create the foundation for an organization’s culture
and behavior

Figure 1.1 The service value system

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 Core Components of ITIL SVS

4. Governance

• Enables organizations to continually align their

operations with the strategic direction set by the
governing body

Figure 1.1 The service value system

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 Core Components of ITIL SVS

5. Continual improvement

• Supports all other components of the ITIL SVS

• Is a simple and practical improvement model
• Maintains the resilience and agility of all components
in a constantly changing environment

Figure 1.1 The service value system

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 ITIL 4 Framework

The key components of ITIL® 4:

Service Value System (SVS) Four Dimensions Model

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 The Four Dimensions Model

ITIL 4 outlines the four dimensions of service management, from which

each component of the SVS should be considered.

1. Organizations and people

2. Information and technology

3. Partners and suppliers 4. Value streams and processes

An organization ensures that the SVS remains balanced and effective by

giving each of the four dimensions an appropriate amount of focus.

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 Key Takeaways

Service management is changing to address and support the organizational

shift and ensure that the opportunities from new technologies are maximized.
ITIL has led the ITSM industry with guidance, training, and certification
programs for more than 30 years.
The key components of the ITIL 4 framework are the ITIL service value system
(SVS) and the four dimensions model.
The ITIL SVS represents how the various components and activities of the
organization work together to facilitate value creation through IT enabled
services.
The four dimensions of service management are organizations and people,
information and technology, partners and suppliers, and value streams and
processes.
 Thank You

Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS. All rights reserved.
ITIL® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
IT Infrastructure Library® is a registered trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.
AXELOS® 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 the permission of AXELOS Limited. All rights reserved. ©Simplilearn. All rights reserved.