Okasha Academy

Course Timing

• Duration
Starts on 17th of Aug to 19th of May
from 6:00 PM to 9:00 PM EGY time
from 7:00 PM to 10:00 PM KSA time

Breaks
1 break for 15 mins at 8:30 PM and Back 8:45 PM

2
Course Contract

1- Questions Allowed through chat

2- Video and Audio should be closed for all
students.
3- General questions will be after the training
session for 30 mins

3
Module 2 : The ITIL Framework

• The four dimensions of service management

• The ITIL service value system

4
Diagram of the ITIL Service Value System

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure
5 4.1 ITIL® Foundation, ITIL 4
Edition, p. 37).
 Components of the ITIL Service Value System

SVS: A model representing how all the components

and activities of an organization work together to
facilitate value creation.
Component Description (taken from ITIL 4 Glossary)
ITIL service value chain An operating model for service providers that covers all the key
activities required to effectively manage products and services.
ITIL practices A set of organizational resources designed for performing work or
accomplishing an objective.
ITIL guiding principles Recommendations that can guide an organization in all
circumstances, regardless of changes in its goals, strategies, types
of work, or management structure.
Governance The means by which an organization is directed and controlled.

Continual improvement The practice of aligning an organization's practices and services

with changing business needs through the ongoing identification
and improvement of all elements involved in the effective
management of products and services.

6
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
Diagram of the Four Dimensions of Service
Management

7
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 3.1 ITIL® Foundation, ITIL 4
Edition, p. 25).
 Descriptions of the Four Dimensions of Service
Management

Four Dimensions of Service Management: The four

perspectives that are critical to the effective and
efficient facilitation of value for customers and other
stakeholders in the form of products and services.

Dimension Description (taken from ITIL 4 Glossary)

Organizations and People Ensures that the way an organization is structured and
managed, as well as its roles, responsibilities, and systems
of authority and communication, is well defined and
supports its overall strategy and operating model.
Information and technology Includes the information and knowledge used to deliver
services, and the information and technologies used to
manage all aspects of the service value system.
Partners and suppliers Encompasses the relationships an organization has with
other organizations that are involved in the design,
development, deployment, delivery, support, and/or
continual improvement of services.
Value streams and processes Defines the activities, workflows, controls, and
procedures needed to achieve the agreed objectives.

8
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is reproduced under license from
AXELOS Limited. All rights reserved.
 A Holistic Approach to Value Delivery

• People often approach service delivery focused on one aspect:

• Process adoption
• Tool implementation
• Supplier identification
• and others
• To deliver successful service, attention must be paid to all four dimensions.

9
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Organizations
• The service management approach must consider:
• Organizational structures
• Workforce requirements
• Roles and responsibilities
• Culture, including communication styles
• When service management is adopted, organizations must take the
organizational structure, the organization’s culture, and the workforce
requirements into account.
• People at the top levels of the organization dictate and direct attitudes,
motivation, and shared values about best practices.
• Leaders should demonstrate and model supportive behaviors and attitudes
to foster cooperation and collaboration.
• An organizational culture of trust and transparency leads to issues being
raised and escalated, and facilitates corrective actions being taken.

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

10
 People
• People are the key in all service relationships.
• The common objective is enabling value creation for all.
• Factors that influence service management approach:
• Skills and competencies
• Management and leadership styles
• Communications and collaboration
• Broad knowledge and specialized expertise
• Each individual’s understanding of their contribution to value creation
• Break down organizational silos

11
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Information and Technology
• Applies to service management and to the services being managed:
• Information and knowledge needed
• Technologies:
• Workflow management systems
• Knowledge bases
• Inventory systems
• Communication systems
• Analytical tools
• Practice inputs and outputs
• Artificial intelligence, machine learning, and other cognitive computing
solutions
• Mobile platforms, cloud solutions, remote collaboration tools, automated
testing, and deployment solutions
• For a particular IT service:
• Information created and managed
• Technology platforms (applications, databases, communications, integration)

12
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Information Considerations
• What information is managed by the services?
• What supporting information and knowledge is needed to deliver and
manage the services?
• How will the information and knowledge assets be protected, managed,
archived, and disposed of?

13
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Technology Questions
• Is the technology compatible with the current architecture?
• Are there regulatory or other compliance issues?
• Is the technology viable in the foreseeable future?
• Does the technology align with the strategy of the service provider, or its
service consumers?
• Do the right skills across staff and suppliers exist to support and maintain
the technology?
• Is there sufficient automation capabilities to ensure it can be efficiently
developed, deployed, and operated?
• Are there additional capabilities that might be leveraged for other products
or services?
• Are there new risks or constraints to the organization (e.g., vendor lock-in)?

Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.

14
 Partners and Suppliers
• This dimension encompasses an organization’s relationships with other
organizations:
• The design, development, deployment, delivery, support and/or continual
improvement of services.
• Contracts and other agreements between the organization and its partners or
suppliers.
• Organizations make strategic choices about how widely or narrowly they use
partners and suppliers.

Partners Suppliers

• Partners share the goals and risks involved in service provision, and are
involved in many facets of the service provision.
• Suppliers are responsible for providing goals and services that are used by an
organization.
• All partners are suppliers, but not all suppliers are partners.

15
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Strategic Factors
• Strategic Focus
• Corporate Culture
• Resource Scarcity
• Cost Concerns
• Subject Matter Expertise
• External Constraints
• Demand Patterns

• Proliferation of “As a Service” infrastructure and platforms

16
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
External Factors
• Influence and impact all four dimensions of service management.

Political
Economic
Social
Technological
Legal
Environmental
17
Activity

Discussing ITIL Basics

18
 Service Management
Service management: A set of specialized
organizational capabilities for enabling value for
customers in the form of services.

• Successful, profitable, and scalable IT service management is the

fundamental concern of ITIL.
• ITSM is the implementation and management of quality IT services to meet
the needs of the business.
• Service management consists of practices, activities, governance, and
improvement capabilities.
• The key point in definition of service management is the focus on enabling
the creation of value, rather than delivering value.
• Effective service management enables:
• Customers to use services and produce successful strategic, tactical, and
operational outcomes.
• Efficient use of resources, effective results delivery, and sustainability over time.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is19reproduced under license from
AXELOS Limited. All rights reserved.
 Products and Services
Product: A configuration of an organization’s resources designed
to offer value for a consumer.
Service: A means of enabling value co-creation by facilitating
outcomes that customers want to achieve, without the customer
having to manage specific costs and risks.

• Organizations own access to resources:

• People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
• Products configure these resources in ways to create value for customers.
• Services enable customers to achieve desired outcomes and enable the co-
creation of value.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is20reproduced under license from
AXELOS Limited. All rights reserved.
 Co-Creation of Value
Value: Value is the perceived benefits, usefulness,
and importance of something.

• Value is fundamental to the concept of a service.

• Value is co-created by a service provider and a service consumer.
• Service providers should seek to build interactive relationships with their
customers.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is21reproduced under license from
AXELOS Limited. All rights reserved.
 Value Streams
Value stream: A series of steps an organization
undertakes to create and deliver products and
services to consumers.

• Defines activities, workflows, controls, and procedures needed to achieve

agreed objectives:
• For products and services
• For the entire Service Value System (SVS)
• Work in an integrated and coordinated way to deliver value to customers.
• Map value streams to:
• Identify waste
• Optimize
• Continually improve

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is22reproduced under license from
AXELOS Limited. All rights reserved.
 Processes
Process: A set of interrelated or interacting activities
that transform inputs into outputs. A process takes one
or more defined inputs and turns them into defined
outputs. Processes define the sequence of actions and
their dependencies.

• Describe activities to accomplish an objective.

• Detailed in:
• Procedures – Who is involved
• Work Instructions – How is the work carried out
• Considerations when creating a service:
• What is the generic delivery model for the service, and how does the service
work?
• What are the value streams involved in delivering the agreed outputs of the
service?
• Who, or what, performs the required service actions?

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is23reproduced under license from
AXELOS Limited. All rights reserved.
 Organizations
Organization: A person or a group of people that has
its own functions with responsibilities, authorities, and
relationships to achieve its objectives.

• Organizations can be:

• A single person
• A group
• An enterprise
• The size and range of authority can vary widely in scope.
• Relationships formed by organizations:
• Include service provider and service consumer
• Internal or external
• Drive the context of the service

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is24reproduced under license from
AXELOS Limited. All rights reserved.
 Service Providers
Service provider: A role performed by an organization
in a service relationship to provide services to consumers.

• Organizations providing services:

• Know who its consumers are
• Know who the other stakeholders are
• Customers can be internal or external to the organization
• Service providers can be standalone or part of a service alliance

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is25reproduced under license from
AXELOS Limited. All rights reserved.
 Service Consumers
• In general, service consumers utilize services.
• One person can be a combination of the customer, user, and sponsor,
depending on the nature of the service relationship.
• Conversely, multiple entities might be the customers, users, or sponsors.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is26reproduced under license from
AXELOS Limited. All rights reserved.
 Service Consumer Types
Customer: A person who defines the requirements for
a service and takes responsibility for the outcomes of
service consumption.

User: A person who uses services.

Sponsor: A person who authorizes the budget for service

consumption. Can also be used to describe an organization
or individual that provides financial or other support for an
initiative.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is27reproduced under license from
AXELOS Limited. All rights reserved.
 Stakeholders and Value Alignment

Stakeholder Example Stakeholder Value

Service consumers Benefits achieved, costs and risks optimized

Service provider Funding from the consumer; business development; image

improvement

Service provider Financial and non-financial incentives, career and professional

employees development, sense of purpose

Society and community Employment, taxes, organizations’ contribution to the social

and community development

Charity organizations Financial and non-financial contributions from other

organizations
Shareholders Financial benefits, such as dividends; sense of assurance and
stability

28
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Service Offerings
Service offering: A formal description of one or more
services, designed to address the needs of a target
consumer group. A service offering may include goods,
access to resources, and service actions.

• Service offerings describe how one or more products or services will meet
the needs of a target audience.
• Goods
• Access to resources
• Service actions

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is29reproduced under license from
AXELOS Limited. All rights reserved.
 Service Offering Components
Component Description Examples
Goods • Supplied to the consumer. • A mobile phone
• Ownership is transferred to the • A physical server
consumer.
• Consumer takes responsibility for
future use.
Access to • Ownership is not transferred to the • Access to a mobile
resources consumer. network
• Access is granted or licensed to the • Access to network storage
consumer under agreed terms and
conditions.
• The consumer can only access the
resources during the agreed
consumption period and according
to other agreed service terms.
Service actions • Performed by the service provider • User support
to address a consumer’s needs. • Replacement of a piece of
• Performed according to agreement equipment
with the consumer.

30
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
 Service Relationship
Service relationship: A cooperation between a service
provider and service consumer. Service relationships
include service provision, service consumption, and
relationship management.
• Organizations engage as service providers and service consumers to produce
service relationships.
• The roles of service provider and service consumer are not mutually
exclusive.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is31reproduced under license from
AXELOS Limited. All rights reserved.
 Service Provision
Service provision: Activities performed by an
organization to provide services. Service provision
may also include the supplying of goods.

• Service provision includes:

• Managing the provider’s resources that are configured to deliver the service.
• Providing users with access to resources.
• Fulfilling the agreed service actions.
• Performing service level management and continual improvement.
• Supplying goods.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is32reproduced under license from
AXELOS Limited. All rights reserved.
 Service Consumption
Service consumption: Activities performed by an
organization to consume services.

• Service consumption includes:

• Management of the consumer’s resources needed to use the service.
• Service actions performed by users.
• The receiving (acquiring) of goods.
• Service consumers:
• Have their own resources.
• Use the provider’s resources.
• May acquire goods.
• Value is co-created when the provider’s service is used by the customer’s
resources
to facilitate outcomes they want to achieve.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is33reproduced under license from
AXELOS Limited. All rights reserved.
 Service Relationship Management
Service relationship management: Joint activities
performed by a service provider and a service
consumer to ensure continual value co-creation based
on agreed and available service offerings.

• Service provider provides:

• Goods
• Access to resources
• Service actions
• Service consumer provides:
• Customer resources
• Business need for consumption

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is34reproduced under license from
AXELOS Limited. All rights reserved.
 The Service Relationship Model
• A service provider’s services create new customer resources:
• A training service improves the skills of the consumer’s employees
• A broadband service allows the consumer’s computers to communicate
• A rental car service enables the consumer’s staff to visit clients
• A service consumer can then take the new resources to offer services
downstream as a service provider to their customers.

Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 2.1 ITIL® Foundation, ITIL 4
Edition, p. 15).
35
Based upon AXELOS ITIL® material. Material is reproduced under license from AXELOS Limited. All rights reserved.
Value

36
Copyright © AXELOS Limited 2019. Used under permission of AXELOS Limited. All rights reserved. (Figure 2.2 ITIL® Foundation, ITIL 4
Edition, p. 17).
 Outputs and Outcomes

Output Outcome
Output: A tangible or Outcome: A result for a
intangible deliverable of an stakeholder enabled by
activity. one or more outputs.
 Produce specific deliverables  Produce the desired stakeholder
result
 Example: an accounts receivable
system  Example: the ability to track and
manage customer payments

Service providers often focus on the outputs they produce, but the
right business context is needed to produce the outcomes a
customer desires.

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is37reproduced under license from
AXELOS Limited. All rights reserved.
 Costs and Risks
Cost: The amount of money spent on a specific activity or
resource.
Risk: A possible event that could cause harm or loss, or make it
more difficult to achieve objectives.
Risk can also be defined as uncertainty of outcome, and can be
used in the context of measuring the probability of positive
outcomes as well as negative outcomes.
• Two types of cost:
• Imposed cost of the product or service.
• Removed cost that the service provider bears.
• Two types of risk:
• Imposed risk of consuming the service.
• Removed risk that is transferred from consumer to service provider.
• Services can take ownership of some costs and risks and also impose
other costs and risks.
• Organization must fully understand the costs and risks.
Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is38reproduced under license from
AXELOS Limited. All rights reserved.
 Utility and Warranty
Utility: The functionality offered by a product or service to meet a
particular need.

Warranty: Assurance that a product or service will meet agreed

requirements.

Value is defined
by the users

Value

Utility Warranty
"Fitness for purpose" "Fitness for use"

Material in blue italic based on AXELOS ITIL® Glossary. Slide material based upon AXELOS ITIL® material. Material is39reproduced under license from
AXELOS Limited. All rights reserved.
Activity

Discussing the Key Concepts of ITIL

40
Reflective Questions

1. To what extent or in what form has your organization adopted ITIL as

a practice?

2. When it comes to the four dimensions of service management, does

your organization belong to one specific dimension?

41