ITIL®4 SERVICE VALUE SYSTEM

OPPORTUNITY / DEMAND CONSUMER MULTIPLE STAKEHOLDERS

4 DIMENSIONS CUSTOMER SPONSOR USER EMPLOYEES ASSOCIATES SHAREHOLDERS
PESTLE
ORGANIZATIONS & INFORMATION &
PEOPLE TECHNOLOGY

INFLUENCES / CONSTRAINTS

PARTNERS & VALUE STREAMS & SERVICE SERVICE RELATIONSHIPS

SUPPLIERS PROCESSES ACTIONS
4 DIMENSIONEN
ORGANIZATIONAL RESOURCES
POLITICAL PRACTICES PEOPLE TECHNOLOGY

ITIL® is a Registered Trade Mark of AXELOS Limited. Copyright SERVIEW GmbH.

ENVIRONMENTAL
SOCIAL ACCESS TO SERVICE OFFERING COCREATED VALUE VALUE
TECHNOLOGICAL RESOURCES
LEGAL
ECONOMIC

GOODS
SERVICE PORTFOLIO

PRODUCT PORTFOLIO

PR PLAN
ID ING INC
IPL
GU ES MANAGE MANAGE ENHANCE SERVICE
* DESIGN &
DEMAND CE GO
VE

GO
VE
RN
AN RN
AN
CE
TRANSITION VALUE PRODUCTS SERVICES RELATIONSHIP
SERVICE &
ENGAGE PRODUCT
OBTAIN/ DELIVER &
PR
BUILD SUPPORT
AC ES
NT
TIC
*GUIDING PRINCIPLES
TIC
AC
OPPORTUNITY CO
N
ES PR
ME
TIN E
UA OV
L PR › Focus on value
IM
IMPROVE
› Start where you are
› Progress iteratively with feedback
› Collaborate and promote visibility
SERVICE VALUE SYSTEM SERVICE VALUE CHAIN VALUE STREAMS › Think and work holistically
› Keep it simple and practical
› Optimize and automate

TECHNICAL MANAGEMENT PRACTICES GENERAL MANAGEMENT PRACTICES SERVICE MANAGEMENT PRACTICES

› Deployment Management › Continual Improvement › Project Management › Availability Management › Problem Management › Business Analysis
› Infrastructure & Platform Management › Architecture Management › Relationship Management › Capacity & Performance Management › Release Management › Service Validation & Testing
› Software Development & Management › Information Security Management › Risk Management › Change Enablement › Service Request Management › Service Level Management
› Knowledge Management › Service Financial Management › Incident Management › Service Catalogue Management
› Measurement & Reporting › Strategy Management › IT Asset Management › Service Configuration Management
› Organisational Change Management › Supplier Management › Service Continuity Management › Service Design
› Portfolio Management › Workforce & Talent Management › Monitoring & Event Management › Service Desk

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