The ITIL 4 framework, the latest version of the ITIL framework, was released in Feb 2019. The key concept in this model is the concept of services that are delivered by a service system. So what does a service system contain? A service system essentially contains the following elements: Service relationships (the supply chain through which service is delivered) Service offerings which constitutes of: Goods Access to resources Service actions that provide the core, enabling and/or enhancing services, Products (refers to the hardware and software used to deliver the service) Resources (refers to other elements like people, knowledge repository, etc. The ITIL 4 framework, broadly speaking, consists of the following key components: The Four Dimensions Model Service Value System (SVS) Here is a schematic representation of the ITIL 4 framework in a nutshell: The ITIL 4 framework consists of the following key components: The Four Dimensions Model Service Value System (SVS) THE FOUR DIMENSIONS MODEL The four dimensions include: Organizations and people Information and Technology Partners and suppliers Value streams and processes The above four dimensions represent perspectives which are relevant to the whole SVS, including the Service Value Chain (SVC) and the ITIL Practices. However, the PESTLE factors, as mentioned below, that are beyond the control of the SVS constrain and influence the four dimensions: Political factors Economical factors Social factors Technological factors Legal factors Environmental factors The interplay of the four dimensions impacts the creation of products and services for the provisioning of the service offerings for creating value for the service consumers. ITIL SERVICE VALUE SYSTEM (SVS) The ITIL Service Value System (SVS) coverts the inputs in the form of Opportunity/demand into outputs in the form of Value. The core components of the ITIL SVS include: ITIL Guiding Principles ITIL Service Value Chain (SVC) Governance Continual Improvement ITIL Practices The Seven ITIL Guiding Principles Focus on value Start where you are Collaborate and promote visibility Think and work holistically Keep it simple and practical Optimize and automate ITIL Service Value Chain (SVC) The service value system (SVC) is the central element of the SVS and is essentially the operating model which outlines the key Activities required to facilitate value creation through service provisioning. The six SVC Activities are: Engage Plan Obtain and Build Design and Transition Deliver and Support Improve For converting inputs to outputs the SVC Activities use different combinations of ITIL practices. Governance This provides the system for directing and controlling the organization and is realized through the following activities: Evaluate - Assess the business needs, strategic priorities and current portfolio Direct - Decide the strategic direction, future investments, organizational polices Monitor - Appraise the performance of organizational outcomes and business benefits Continual Improvement Opportunities for continual improvement needs to be explored at all levels of the organization in all functional areas. The continual improvements can range from strategic to tactical to operational to the ones which are transaction-based in nature. The continual improvement model involves use of the following steps: What is the Vision? - Align with company mission, business goals and objectives Where are we now? - Determine current performance baseline (KPIs and metrics) Where do we want to be? - Define measurable targets that need to be achieved How do we get there? - Define the improvement plan Take action - Execute the improvement plan Did we get there? - Evaluate improved performance baseline (KPIs and metrics) How do we keep the momentum going? - Put in place measures for ongoing sustenance The improvement ideas should be logged and tracked to closure using a structured system like a continual improvement register or log. ITIL Practices The practices essentially constitute a set of resources designed for performing work. There are 34 ITIL Practices which are arranged in three broad categories: General Management Practices (14) Architecture management Continual improvement Information security management Knowledge management Measurement and reporting Portfolio management Organizational change management Project management Relationship management Risk management Financial management Strategy management Supplier management Workforce and talent management Service Management Practices (17) Availability management Business analysis Capacity and performance management Change control Incident management IT asset management Monitoring and event management Problem management Release management Service catalogue management Service configuration management Service continuity management Service design Service desk Service level management Service request management Service validation and testing Technical Management Practices (3) Deployment management Infrastructure and platform management Software development and management