ITIM TYIT SEM 6

UNIT 1

CHAPTER NO.1 : INTRODUCTION

Service:
A service is an act or use for which a consumer, company, or government is willing to pay.

IT service management in the modern world 

Internal IT service management, also known as internal help desk management, provides
technical support and assistance to employees within an organization. It involves addressing
internal IT-related issues, resolving hardware and software problems, troubleshooting
network connectivity, and providing guidance on software applications and tools.

The main goal of internal IT service management is to ensure that employees have the
necessary resources and tools to perform their jobs efficiently without interruptions caused
by technical issues.
IT service management—often referred to as ITSM—is simply how IT teams manage the end-
to-end delivery of IT services to customers. This includes all the processes and activities to
design, create, deliver, and support IT services.
The core concept of ITSM is the belief that IT should work as a service. A typical ITSM scenario
could involve asking for new hardware, like a laptop. You would submit your request through
a portal, file a ticket with all relevant information, and kick off a repeatable workflow. Then,
the ticket would land in the IT team’s queue, where incoming requests would be sorted and
addressed according to importance.
ITSM teams are specifically dedicated to optimizing and delivering efficient IT services to meet
organizational needs and user expectations.

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A common line of thinking in the IT industry is that a proper approach to ITSM should follow
three steps in this order:
1) Build and implement IT technology.
2) Bring in and enforce the right process.
3) People learn the technology and abide by the process.

Some of the most common benefits of ITSM include:

 Aligning IT teams with business priorities tracked through success metrics
 Enabling cross-team collaboration
 Bringing IT teams and development teams together through streamlined project
management approaches
 Empowering IT teams to share knowledge and continuously improve
 Improving request coordination for more efficient service
 Promoting customer-centricity with self-service and better processes
 Responding more quickly to major incidents, and preventing future ones

About ITIL 4
ITIL 4 is the latest version of the ITIL framework, a globally recognized framework for IT service
management (ITSM) that was released in February 2019. It primarily focuses on bringing
different organisational stakeholders together to co-create value for end-users in the digital
era.
How is ITIL 4 different from ITIL v3?
ITIL 4 builds upon the best parts of ITIL v3 into a new framework more suited to the needs of
organizations in the midst of their digital transformation journeys. The new version is more

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aligned with transformative technologies such as cloud, automation, and artificial intelligence
(AI) than previous versions of ITIL.
Compared to ITIL v3, ITIL 4 provides a more holistic, flexible, and integrated approach to
service management, focusing on value co-creation and continuous improvement in the
digital age.
Service Value System (SVS): ITIL 4 introduces the concept of the Service Value System, which
replaces the Service Lifecycle approach of ITIL v3.
Guiding Principles: ITIL 4 introduces seven guiding principles that organizations should follow
when adopting and adapting the ITIL framework. These principles include focusing on value,
starting where you are, progressing iteratively with feedback, collaborating and promoting
visibility, thinking and working holistically, keeping things simple and practical, and optimizing
and automating.
Service Value Chain (SVC): ITIL 4 introduces the Service Value Chain, which represents a set
of interconnected activities that contribute to the creation and delivery of value. The SVC
includes six core activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, and
Deliver & Support.
Practices: ITIL 4 introduces a more flexible approach to practices compared to ITIL v3's
processes. ITIL 4 includes 34 practices, which can be adopted and adapted based on the
organization's needs and goals. These practices cover a wide range of areas, including service
management, risk management, change control, incident management, and more.
Continual Improvement: ITIL 4 emphasizes the importance of continual improvement
throughout the entire service value chain. It promotes the use of iterative approaches,
feedback loops, and a culture of learning and improvement.
Expanded Scope: ITIL 4 expands its scope beyond traditional ITSM and incorporates concepts
and practices from other frameworks and methodologies such as Agile, DevOps, and Lean. It
acknowledges the evolving landscape of IT and the need for organizations to be more
adaptable, responsive, and value-driven.

ITIL Framework
The ITIL framework is a widely recognized set of best practices and guidelines for managing
IT services and IT service management (ITSM). The ITIL service lifecycle is a core concept
within the framework and represents the path that IT services follow throughout their
existence. It's important to note that these stages are not isolated; they are interlinked, and
their interaction ensures the delivery of high-quality IT services.
 Service Strategy: This initial stage defines the overall vision and objectives for IT services,
considering the organization's strategic goals. It involves assessing market demand,
identifying growth opportunities, and developing a clear plan for service implementation.
 Service Design: With the service strategy as a foundation, the design stage focuses on
turning concepts into tangible IT services. This stage encompasses designing processes,
policies, and procedures that govern service delivery, ensuring that services are reliable,
scalable, and efficient.

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 Service Transition: Service transition is the bridge between service design and operation.
During this phase, the services designed in the previous stage are transitioned into the live
environment. Rigorous testing, training, and documentation ensure a seamless transition.
 Service Operation: This is where the rubber meets the road, as services are actively
delivered to customers. Service operation includes managing incidents, problems,
changes, and service requests, all while maintaining service availability, performance, and
security.
 Continual Service Improvement (CSI): CSI is the engine that drives ongoing enhancement.
It involves measuring service performance, identifying areas for improvement, and
implementing changes to optimize service quality, efficiency, and cost-effectiveness.

Staying organized and efficient in the fast-paced world of Information Technology is crucial
for a business. This is where ITIL, or the Information Technology Infrastructure Library, comes
into play.

What Is ITIL?
ITIL, or Information Technology Infrastructure Library, is a comprehensive framework that
helps organizations manage their IT services effectively. ITIL provides a defined approach to
IT service management, offering guidelines, best practices, and processes to ensure that IT
services align with the needs and goals of the business. ITIL has its roots in the United
Kingdom, and the British government primarily used it to standardize IT practices. However,
over the years, ITIL gained international recognition and adoption.
ITIL's primary purpose is to align IT services with the needs of the business. It helps
organizations deliver value to their customers by guiding how to design, transition, operate,
and improve IT services.

What Are the ITIL Concepts?

Before going into the details, let's look at some fundamental ITIL concepts.
Service
 Value-Centric Approach: ITIL's emphasis on delivering valuable services underscores the
importance of aligning IT with customer needs. By focusing on the outcomes customers
seek, ITIL ensures that services are not merely technical solutions but meaningful
contributions to the business.
 Cost and Risk Management: The concept of a service in ITIL separates the ownership of
specific costs and risks from the customers. This approach helps organizations manage
their budgets more effectively and distribute risks appropriately, contributing to overall
financial stability.
 Customer-Centricity: ITIL's definition of a service highlights the customer as the central
figure. This customer-centric approach fosters a culture where IT services are designed,
delivered, and improved with the end-user in mind, ultimately enhancing customer
satisfaction.

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Service Management
 Holistic Approach: Service management in ITIL encompasses a wide range of capabilities,
including activities, processes, and functions. This perspective ensures that all aspects of
IT services, from design to operation, are considered and optimized.
 Lifecycle Perspective: The ITIL framework acknowledges that services have a lifecycle, and
service management is crucial in each stage. This comprehensive view ensures services are
designed, transitioned, operated, and improved effectively.
 Continuous Improvement: Service management involves the ongoing effort to define,
create, and manage services. This constant improvement mindset allows organizations to
adapt to changing business needs and technological advancements, ensuring that services
remain relevant and valuable.
Process
 Efficiency and Consistency: ITIL processes are structured sets of activities with predefined
sequences. This structure ensures that tasks are executed efficiently and consistently,
reducing the likelihood of errors and improving the overall quality of IT services.
 Objective Achievement: Processes in ITIL are designed to accomplish specific objectives.
This goal-oriented approach helps organizations focus on what needs to be achieved and
ensures that efforts are directed toward meaningful outcomes.
 Repeatable and Scalable: ITIL processes are repeatable, meaning they can be applied
consistently across various situations. This repeatability makes them scalable, allowing
organizations to adapt and expand their IT services while maintaining a high level of
control and predictability.
Function
 Team Collaboration: Functions in ITIL represent teams or groups of people with defined
roles and responsibilities. These functions encourage collaboration and specialization
within an organization, ensuring tasks are distributed efficiently among skilled individuals.
 Resource Allocation: Functions are instrumental in allocating resources effectively.
Organizations can optimize their resource allocation by assigning specific functions to
manage different aspects of IT services, ensuring that each area receives the necessary
attention and expertise.
 Roles and Accountability: Functions are often associated with specific roles, each with its
responsibilities. This role-based approach enhances accountability within an organization,
as individuals understand their duties and how they contribute to the overall success of IT
services.
Role
 Clear Responsibilities: Roles in ITIL provide individuals with clearly defined responsibilities
and duties. This clarity eliminates confusion and ensures everyone understands their role
in the larger service management context.
 Efficiency and Effectiveness: Assigning roles to functions helps streamline operations by
ensuring that each function has the right people in the right roles. This alignment improves
the efficiency and effectiveness of IT service delivery.

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 Accountability and Ownership: Roles promote accountability, as individuals are
responsible for their tasks and contributions. This accountability fosters a sense of
ownership and commitment to achieving service management goals.

What Are the ITIL Guiding Principles?

ITIL is guided by seven principles that serve as a foundation for its practices.
1. Focus on Value: The first ITIL principle emphasizes delivering value to customers. IT
services should not be viewed as mere technical solutions but as means of facilitating
customer outcomes. This principle underscores the need for IT to align closely with
business objectives and customer needs. By focusing on value, organizations ensure that
their IT services are relevant, impactful, and contribute directly to achieving business goals.
2. Start Where You Are: ITIL recognizes that every organization has a unique starting point
regarding its IT service management capabilities. This principle encourages organizations
to assess their existing processes, resources, and capabilities and build upon them. It
promotes incremental improvement, ensuring that organizations refrain from attempting
radical overhauls that could disrupt operations and be costly.
3. Progress with Feedback: Continuous improvement is at the heart of ITIL, and this principle
reinforces that concept. Organizations should embrace iterative cycles of planning,
implementing, and reviewing processes and services. Regular feedback mechanisms are
crucial to identifying areas for enhancement and ensuring that services remain aligned
with evolving business needs.
4. Collaborate and Promote Visibility: Collaboration between different departments, teams,
and stakeholders is essential in IT service management. This principle encourages open
communication and cooperation. It stresses the importance of visibility into processes and
services, as transparency fosters better decision-making and accountability.
5. Think and Work: ITIL promotes a holistic perspective, urging organizations to consider the
entire service lifecycle and all aspects of service delivery. By doing so, organizations can
avoid siloed thinking and ensure that services are well-rounded and meet technical,
business, customer, and strategic requirements.
6. Keep It Simple and Practical: Simplicity and practicality are core to successful ITIL
implementation. This principle advises against overcomplicating processes or solutions.
Complex systems can lead to increased costs, confusion, and resistance to change. Instead,
organizations should focus on straightforward and pragmatic approaches that make sense
in their context.
7. Optimize and Automate: Efficiency is a key goal of ITIL, and this principle encourages
organizations to optimize their processes and services continually. Automation is seen as
a means to achieve this optimization. Organizations can reduce manual errors, save time,
and improve overall service quality by automating routine tasks and processes.

ITIL Framework
The ITIL framework is a widely recognized set of best practices and guidelines for managing
IT services and IT service management (ITSM). The ITIL service lifecycle is a core concept
within the framework and represents the path that IT services follow throughout their
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existence. It's important to note that these stages are not isolated; they are interlinked, and
their interaction ensures the delivery of high-quality IT services.
 Service Strategy: This initial stage defines the overall vision and objectives for IT services,
considering the organization's strategic goals. It involves assessing market demand,
identifying growth opportunities, and developing a clear plan for service implementation.
 Service Design: With the service strategy as a foundation, the design stage focuses on
turning concepts into tangible IT services. This stage encompasses designing processes,
policies, and procedures that govern service delivery, ensuring that services are reliable,
scalable, and efficient.
 Service Transition: Service transition is the bridge between service design and operation.
During this phase, the services designed in the previous stage are transitioned into the live
environment. Rigorous testing, training, and documentation ensure a seamless transition.
 Service Operation: This is where the rubber meets the road, as services are actively
delivered to customers. Service operation includes managing incidents, problems,
changes, and service requests, all while maintaining service availability, performance, and
security.
 Continual Service Improvement (CSI): CSI is the engine that drives ongoing enhancement.
It involves measuring service performance, identifying areas for improvement, and
implementing changes to optimize service quality, efficiency, and cost-effectiveness.

Benefits of ITIL
By adopting ITIL principles, practices, and processes, businesses can enhance their IT service
quality, align their IT operations with business objectives, and achieve greater efficiency.
Improved IT Service Quality
One of the primary benefits of ITIL is its focus on delivering high-quality IT services. By
following ITIL's best practices, organizations can ensure that their IT services meet or exceed
customer expectations. This leads to increased customer satisfaction and trust in the
reliability of IT services.
Enhanced Customer Satisfaction
ITIL emphasizes understanding and meeting customer needs. Organizations can enhance
customer satisfaction by aligning IT services with business requirements and improving
service delivery. Satisfied customers are likelier to remain loyal and recommend the
organization's services.
Efficient Resource Management
ITIL helps organizations optimize IT resources, including personnel, technology, and budget.
Efficient resource management leads to cost savings, improved allocation of staff, and better
utilization of technology assets. This, in turn, contributes to a more cost-effective IT
operation.

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Cost Savings and ROI
Through the effective management of IT services and resources, organizations can realize
significant cost savings. ITIL's focus on reducing waste, improving processes, and minimizing
downtime leads to a positive return on investment (ROI) for IT initiatives.

Alignment with Business Goals

ITIL ensures that IT services are closely aligned with the strategic goals and objectives of the
organization. This alignment helps bridge the gap between IT and the rest of the business,
making IT a strategic partner in achieving business success.
Greater Visibility and Control
ITIL promotes transparency and visibility into IT processes and services. This increased
visibility allows organizations to monitor performance, identify bottlenecks, and make

informed decisions to improve service delivery. It also provides a better understanding of IT

costs and their impact on the organization.
Risk Reduction
By implementing ITIL's best practices for change management, incident management, and
problem management, organizations can reduce the risks associated with IT operations.
Quick identification and resolution of issues minimize the potential impact of incidents on
business operations.
Continuous Improvement
ITIL is built on the principle of continual service improvement (CSI). This means that
organizations are encouraged to regularly assess their IT services and processes, identify areas
for enhancement, and implement changes. CSI ensures that IT services remain adaptable and
responsive to evolving business needs and technology trends.
Standardization and Consistency
ITIL promotes the standardization of processes and practices across the organization. This
standardization leads to greater consistency in service delivery, reduces errors, and ensures
that IT services are reliable and predictable.
Competitive Advantage
Organizations that implement ITIL often gain a competitive advantage. They can respond
more effectively to market changes, deliver better customer experiences, and outperform
competitors not prioritizing IT service management.

Drawbacks of ITIL
While ITIL offers numerous benefits, it's essential to be aware of potential drawbacks:
 Complexity and Resource Requirements: Implementing ITIL can be complex and resource-
intensive, especially for smaller organizations.
 Resistance to Change: Employees may resist changes in processes and practices, which can
slow down the implementation of ITIL.
 Potential for Over-Standardization: In some cases, excessive standardization can stifle
creativity and innovation within IT teams.
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 Limited Agility in Some Cases: ITIL's structured approach may need to be better suited for
organizations that require rapid adaptability to changing circumstances.

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Chapter no. 2
Key concepts of IT Service Management

The organization and individuals should have a shared understanding of the key concepts and
terminologies defined in ITIL®. This is very critical to ensure the effective use of the framework
and to address real world challenges of service management. Some of the most important
concepts of IT service management, include;

 Co-creation of value and the nature of value

 Organization (Business), service provider organization, service consumer / customer,
and all other stakeholders
 Product and services
 Service relationships & management
 Value: output leading to outcomes, costs and risks associated with service.

Service Management:

Service Management is “A set of specialized organizational capabilities for enabling value for
customers in the form of services”.

Developing the specialized capability for an organization requires better understanding of;

 the value and its nature

 the scope and nature of the stakeholders who are involved
 how the co-creation of value is enabled through services.

Let us take the example of an organization that provides remote IT Infrastructure monitoring
services. This organization’s capabilities includes the team that monitors the IT Infrastructure
of customer, the tools, environment, processes, physical (display systems, cable, electrical,
AC etc.) & IT infrastructure (servers hosting monitoring tool, laptop/desktop used by
monitoring team etc.), Providing these remote IT Infrastructure monitoring services will form
the specialized capability of the organization.

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 Performance of all these have to be monitored & managed by ensuring sufficient
capacity, security, availability & continuity. Only then, the value creation to the
customers by providing monitoring services is possible.

Value and value co-creation

The value created by service provider will not be termed as value, until the customer
acknowledges it and confirms the realization of the value. A service provider will deliver the
services which will have intended objectives and directions, which should lead towards value
creation.

Customers utilize the service and fulfill their requirements. Customer will perceive the service
value, while utilizing the service, based on the service experiences. Accordingly, the service
value is realized.

Understanding of the value is subject to the perception of stakeholders. They may be users,
consumers of a service, customers, or part of service provider organization(s).

Therefore, value realization is always subjective and is based on the intended purpose of
service utilization and the service experiences.

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Organizations, service providers, service consumers, and other stakeholders

The definition of an organization is, “A person or a group of people that has its own functions
with responsibilities, authorities, and relationships to achieve its objectives”.

The organizations vary in their size and complexity depending on the nature of the business
the organization is into.

This could involve just a few employees, single location, single service / product organization
or complex, multi people, multi-location, multi services / products organization. Further, its
complexity also varies with the type of business and business environment.

The structure defined and adopted by organizations will be based on the dynamics of the
business and business environment the organization is involved in. This would also vary based
on the evolution of the business environment & market dynamics. Organizations should keep
evaluating these dynamics on continual basis (periodically) to ensure sustainability & growth.
The role of an organization is defined based on the kind of engagement they are into with a
context. The above shows an example of “Remote Infrastructure Management (RIM)
services”, which is availed by a bank, in this context the service provider provides the RIM
services, whereas bank will be the customer. Further bank will become service provider to its
account holders and the account holder will become a customer of the bank; in other words,
the consumer of the services of the bank. Accordingly, the consumer of the bank’s services,
is also stakeholder of RIM service provider, in the context of ensuring the performance of
service components monitored by them, since the failure of an IT Component directly impacts
the consumer of the bank, which leads to dissatisfaction of the customer i.e. the bank.

Stakeholders in the organization utilize (consume) the service, service provider organization,
Service partners & suppliers etc. The defined organization structure, should consider all the
stakeholders & understand stakeholder needs. Each role in the organization will have specific

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responsibilities and to fulfil their responsibilities they need to interact with other stakeholders
regularly. The effectiveness of the organization depends on the level of alignment each
stakeholder can bring in to the aspect of the interaction. A successful organization is one
which has full & correct understanding of the stakeholders they are engaged with, both
internal and external.

Ultimately, the term organization refers to those who provide services and receive services.
That is the Service Provider and Service Consumer. Both need to have the organizational
structure that enables them to align with their business dynamics and ensure value creation
to their respective customers (or consumers).

The organization in the service provider’s role should have a clear understanding of its
consumers, in a given situation and all the other stakeholders who are in the associated
service relationships.

Some Key definitions as defined in ITIL® books, for the term “customer”, “User” & ‘sponsor’
are as below:

 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 budget for service consumption.

Products and services

The main focus of IT Service management is IT Service that is to ensure the delivery of the
services as per the need of the customer. Every service is made up of service components i.e.
products & services, which are configured a certain way to create a service. All these service
components have to be monitored and managed to ensure the achievement of the service
objectives.

As per the ITIL books the following are the definition of products and services;

Product: A configuration of an organization’s resources designed to offer value for a

consumer.

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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.

Every product produced by an organization will have its specific features and functionalities
which would fulfil the need of each consumer group for whom the product is intended.
Further the products are configured to suit the need of the consumers.

CHAPTER NO. 3
The four dimensions of service management

What is new in ITIL 4?

ITIL 4 has two significant components that are enhancements to the previous version:
 The Four Dimensions Model
 The ITIL Service Value System

The four dimensions of service management

Effective IT service management is more than just managing technology. It also includes
different organizations within the company and the people involved in them, the company’s
relationships with vendors and partners, and the different processes and technologies used
within the business. These critical elements, now defined as the four dimensions of service
management, are applicable to the ITIL Service Value System (SVS) and have a direct impact
on the company’s service management. If all the dimensions aren’t addressed properly, it
may result in the services becoming inefficient, or even undeliverable. ITIL 4 defines four
dimensions that are essential in the process of co-creating value for customers and other
stakeholders. They are represented in the following diagram.

Organizations and people

Clear reporting lines and well-defined roles and responsibilities are key to establishing a well-
structured organization, which goes a long way in delivering efficient services. But an
organization without a culture to support its objectives is unambitious. It also affects the way
services are being delivered within the company. This culture comprises of people—the
technical, non-technical employees, administrative staff, facilities management employees,
security, etc. Together as one entity, people are the single most important asset of any
organization. The cultural diversity they bring to the table is of vital importance to the
effective functioning of a business. Though there are technologies and machines to do all the
jobs that humans do, having the right people in the right places could prove to be invaluable
to an organization.

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Information and technology

The Information and technology dimension described in ITIL 4 encompasses the technologies
that support service management, workflow management systems, inventories, knowledge
bases, analytical tools, and communication systems in an organization. In addition, it includes
all the information created, stored, managed and used by the organization while delivering
an IT service. Businesses now use technologies like artificial intelligence, machine learning,
the Internet of Things and blockchain to process large amounts of data, which demands rigid

information management policies. Organizations should take extra care to devise fool proof
policies to manage these large amounts of information and urge all stakeholders to strictly
adhere to them.

Partners and suppliers

No service management ecosystem is complete without the partners and suppliers. Every
organization is dependent on its partners and suppliers to some extent for their service
delivery. This ITIL 4 dimension includes the relationship(s) of an organization with other
organizations or individuals that are involved in the design, development, delivery, and
support of services. Organizations depend on their partners at different levels. Some may
focus on developing core competencies internally and rely on partners and suppliers for other
needs. Some may depend on their partners as little as possible. One method organizations
use to address this dimension is the Service Integration and Management (SIAM), where there
is an ‘integrator’ to ensure that service relationships are properly coordinated. In any case,
the partners and suppliers should align well with the organization’s core values and business
goals in order to ensure smooth service delivery.

Value streams and processes

ITIL 4 describes this dimension as follows: It involves defining the activities, workflows,
processes, and procedures needed to achieve the agreed business objectives in addition to
determining how different components of the organization come together and work in unison
to enable value creation through products and services. According to ITIL 4 definition, a value
stream is a series of steps an organization undertakes to create and deliver products and
services to consumers. These value streams are, in turn, enabled by processes that transform
inputs into outputs. This dimension helps define the service delivery model, and identify
processes that don’t aid any value creation for the business.

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CHAPTER NO. 4
The ITIL service value system

At this level that we can start to see how service providers (IT or otherwise) can use the
combination of the following five elements in the ITIL 4 service value system to create the
aforementioned value from stakeholder demand:

1. Guiding principles
2. Governance
3. Service value chain
4. Management practices
5. Continual improvement.

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The guiding principles in the ITIL 4 service value system

“A guiding principle is a recommendation that guides an organization in all circumstances,

regardless of changes in its goals, strategies, type of work, or management structure.”

And ITIL offers up seven guiding principles (as part of the ITIL 4 service value system):

1. Focus on value
2. Start where you are
3. Progress iteratively with feedback
4. Collaborate and promote visibility
5. Think and work holistically
6. Keep it simple and practical
7. Optimize and automate.

The ITIL 4 service value chain

the service value chain (SVC) that sits at the heart of the ITIL 4 service value system:

“The central element of the service value system is the service value chain, an operating model
which outlines the key activities required to respond to demand and facilitate value realization
through the creation and management of products and services.”

Again, let’s look at the ITIL 4 service value system’s composition:

With the ITIL 4 Foundation publication content on the ITIL 4 service value system and service
value chain stating that:

“The six value chain activities are:

 Plan
 Improve
 Engage
 Design and transition
 Obtain/build

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 Deliver and support.

These service value chain activities in the ITIL 4 service value system represent the steps an
organization takes in the creation of value. Each activity transforms inputs into outputs. These
inputs can be demand from outside the value chain or outputs of other activities. All the
activities are interconnected, with each activity receiving and providing triggers for further
action.”

ITIL 4’s management practices in the ITIL 4 service value system

“In ITIL, a management practice is a set of organizational resources designed for performing
work or accomplishing an objective. The origins of the practices are as follows:

 General management practices have been adopted and adapted for service
management from general business management domains.
 Service management practices have been developed in service management and ITSM
industries.
 Technical management practices have been adapted from technology management
domains for service management purposes by expanding or shifting their focus from
technology solutions to IT services.”
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As an example of these, the 17 service management practices in the ITIL 4 service value
system are:

1. Availability management
2. Business analysis
3. Capacity and performance management
4. Change control
5. Incident management
6. IT asset management
7. Monitoring and event management
8. Problem management
9. Release management
10. Service catalog management
11. Service configuration management
12. Service continuity management
13. Service design
14. Service desk
15. Service level management
16. Service request management
17. Service validation and testing

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