Practices roadmap Continual improvement

Define service

s i on s o f s e r v i ce ma nag e What is the vision?

Strategy
m e n me n Vision, goals, objectives
Risk Di t
a lue s y st em
Portfolio
Service financial
S erv i ce v How do we
keep the
Where are we now?
Baseline assessments

Relationship Inf momentum

le or
Service catalogue eop Gu i d i ng pr i n c i p l e s m
at
going? Where do we want to be?
p Measurable targets
Service level & io
n
ns
Go ve r na nc e How do we get there?

&
tio
Create service Improvement plan

te
za

ch
ni

no
ga
Business analysis Take action!

log
Or
ce value chai
Project Execute plan

e rv i

y
Change enablement
S n Did we get there?
Service design
Evaluate metrics/KPIs
Software development P l an
Service validation and testing
Deployment
Release n & transiti
esig on
D
Deliver service
Value
Service desk
stream Guiding
Incident Opportunity/
ITIL 4 ® Products

u p p ort
example Engage Value
demand & services
Service request
principles

O btai
Monitoring and event

&s
Knowledge

n/
Problem il d Focus on value

bu

er
li v
Measurement and reporting De Start where you are

Underpin service Progress iteratively

with feedback
Organization Im prove Collaborate and
Continual improvement promote visibility
Organizational change Think and work holistically
Workforce and talent

s
Keep it simple and practical

se
Supplier
Pa

es
Optimize and automate

oc
r

Warranty
tn

pr
er

P ra ct i ces

s&
Availability
s&

su
Capacity and performance pp e am
lie Contin s tr
u a l i m p r o v e me nt
Information security rs
Service continuity a l ue
V
Utility
Architecture Po l
Infrastructure and platform li ti c n ta
al me
Service configuration
E co E xter na l fa ctor s i r on
IT asset nom Env
ic l
So c ia l L e ga
Technological

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