Contribution to the definition of services

Interfaces between all services and supporting services

Interfaces between the service catalogue and service portfolio

Fulfilment of business service requests

Information should always be communicated

It has an intended purpose or a resultant action

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Meetings are always the best method of communication

It is stored in the configuration management system

Fulfilling a service request

Authorizing an emergency change

Logging a new problem

Investigating a major incident

It is performed by customers using a mix of IT systems, services and processes

It is performed by IT service providers using a mix of suppliers and their products

It is performed by the service desk using a mix of people, process and technology

It is performed by IT service providers using a mix of people, process and technology

A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

Change control

Service request management

Problem management

Incident management

A standard change

A change model

An emergency change

A normal change

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

Identifying the cause of incidents and recommending related improvements

Authorizing changes to implement improvements

Logging and managing incidents that result in improvement opportunities

Making business cases for improvement action

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value