Agenda

1. Service management

2. ITIL and the Service value system

3. ITIL Guiding principles ITIL
4.
Service value chain ITIL
5.
Four dimensions ITIL
6.
Practices
7.
ITIL Continual improvement
8.
ITIL Certification scheme
9.
What's in it for me?

CF\ Consuh
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 Assignment

o Group 1: Give a
definition of "Service".
Give examples of hotel
services based on
your definition

o Group 2: Give
examples of hotel
services. Use the
examples to make a
definition of "Service"

o Time: 10 minutes

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 Service

Examples:
Service Science: Service is
o An overnight stay the application of resources
o A meal at the restaurant (including competences,
skills, and knowledge) to
o Wireless internet access
make changes that have
value for another

ITIL: Service is 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
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 Goods and services

Goods Services

Ownership Access
Added value Value co-creation
Feature Utility
Manufacture Co-create
Storable Inseparability
Maintenance Convenience
Risk transfer Risk share

Exam les Goods Services

Accommodation House Hotel
Caterin Food Car Restaurant
Transportation Boat Train
Sailing Music CD Ferry Music
Music Book streaming
Literature Blu-Ray e-Book
Movie Disc streaming
Information management Applicatio Movie
n streaming
Cloud service
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Products, goods and services

House Rented apartment I Airbnb Hotel

Food Take-away I lnstacart Restaurant
Car Leased car I DriveNow Train
Boat Leased boat Ferry Music
Music iTunes eBook iTunes streaming
CD Outsourcing e-Book
Book streaming
DVD Movie
In- streaming
house Cloud service c, :onsul
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Two very different perspectives on Service

Added value: All included:

oA service is an added o A service includes
value to a good or a the product or
solution solution
oExamples: o Examples:
o Service Desk o Payroll service
o After sales services o Workplace service

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 Examples

Services
I "Non-services"
Electronic mail communication Laptop

Office Automation MS Office

Electronic payroll management The Problem Management

process
Web hotel hosting services Service Hours

Back-up service Project resources

Software as a Service A firewall

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 Identification of services - service lines

Desktop Services

Application Platform Services

Print services

Database Services

Integration Services

Server Hosting Services

Storage Services

Backup Services

Network Services

Data Center Services

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 Identification of services - TBM Taxonomy
Busi ness Units Business Capabilities

End User Services, Business Services, Shared Services

Projects / Investments

ITTowen

GI
Cost Pools
>
GI
u
c
m
General ledger c
L'-

Source: Technology Business Model (TBM) Council: TBM Model V3.0

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 Identification of services - TBM Taxonomy

Business Unit Business Unit Business Unit Business Business

Capability Capability

Business Services Shared Servic

es
End User Services Delivery
Platform Services Infrastructure Services
Emerging
Services
IT Towers
End User Application IT

End User Application Delivery

Compliance Ma nagement
Data Center Network Compute
Data Center Network Compute Storage Platform Output

Cost Pools
Internal External Outside Facilities Internal
Hardware Software Telecom Other
Labor Labor Services & Power Services

Source: Technology Business Model (TBM) Council: TBM Taxonomy V3.0 (Simple View)

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 Service value

Value is the perceived benefits, usefulness, and importance of

something {ITIL)

Outcome
Quality ( ITIL:
Benefits)

Goods­ Service­
Dominant Dominant
logic Logic

Lead time Cost Preference Perception

(ITIL: Importance) (ITIL: Usefulness)

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 Service value

Examples:
o Accommodati on
close to temporary
workplace

o view
K ind staff, mountain
.
o Vegetarian food

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 Service value - outcome

Utility
Examples: Access to: o
o What the service does
Bed
- fit for purpose
oInternet connection
o Functionality offered to
oFood meet a need

Examples:
Warranty
oRoom available on the
night needed o How the service
performs - fit for use
oBandwidth of the
wireless access o Availability, capacity,
reliability, security,
oGuest security
continuity, (usability,
compliance)
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 Service value - outcome, cost and risk

Achieving desired outcomes requires resources and is

associated with risk

Costs Supporte<J
introduced outcomes

Risks Costs
Introduced removed

Risks 1

removed

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 Value co-creation

o Value is co-created between two or more interacting

organizations or service systems

o Service systems interact with other service systems to co­

create value through value propositions. A value proposition
is a set of specific benefits or favourable points of difference
that a service system plans to offer to others.

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Service
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 Stakeholders involved in value co-creation

o Service systems or organizations vary in size and

complexity, and in their relation to legal entities - from a
single person or a team, to a complex network of legal
entities united by common objectives, relationships and
authorities

An organization is a person or a group of people that has its own functions

with responsibilities, authorities and relationships to achieve its
objectives (ITIL)

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Stakeholders involved in value co-creation

Customer

User

Shareholders Employees Community

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 Service relationships

• •

Service relationships consists of joi nt activities performed by a

service provider and a service consumer to ensure continual value
co-creation based on agreed and available service offerings (ITIL)

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 Service systems

o A service system or organization is a dynamic configuration of

resources such as people, process, technology and
information.
o Everything that has a name and is useful can be viewed as a
resource. The properties and behavior of a service system is
more than the properties and behavior of the individual
resources

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 Service systems

o We distinguish between operant and operand resources:

o Operant resources perform actions on other resources to
create change

o Operand resources are resources that are operated on.

o A service system is a configuration of resources, and

therefore also a resource itself. It may then be an operand
resource for another service system.

o Service systems may be dynamic: composing, recomposing,

and decomposing over time. Service systems that persist in
substantially the same form over long periods are open
systems through which operand resources flow, but in which
operant resources are stable.

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