Organizations and people

Information and technology

Partners and suppliers

Value streams and processes

Monitoring and event management

Service configuration management

Problem management

Incident management

Each value stream must include all six value chain activities

Each value stream must be designed for a specific scenario

Each value stream must include all 34 ITIL practices

Each value stream must include suppliers or partners

1 and 2

2 and 3

3 and 4

1 and 4

A change

An event

An incident

A problem

Service desk

Continual improvement

Service level management

Change enablement

Make new and changed services available for use

Ensure that risks have been property assessed

Record and report selected changes of state

Plan and manage the full lifecycle of all IT assets

Understanding the organization’s vision

Understanding stakeholder needs

Meeting stakeholder expectations

Ensuring service components are available

Outcomes rely on outputs to deliver results for a stakeholder.

Outcomes use activities to produce tangible or intangible deliverables.

Outcomes gives service consumers assurance of products or services

Outcomes help a service consumers to assess the cost of a specific activity

Planning changes, assisting in communication, avoiding conflicts, and assigning resources

Selecting the right method, model or technique for identifying improvements

Tracking and managing improvement ideas from identification through to final action

Describing the services designed to meet the needs of a consumer group