In my previous article, I have talked about some of the major differences between ITIL Version 3 and ITIL 4. In this article, I want to talk about all that you need to know about service offering in ITIL 4. Follow me as we are going to look at that together in this article.
A Service Offering is a description of one or more services designed to address the need of a target customer group. It may include goods, access to resources as well as well service actions.
#1 Goods
In this case, ownership of the goods purchased are transferred to the owner. They are the one that now handle the Maintainance of products and services that they have purchased.
In this case too, customers take ownership of the maintainance of products and services purchased.
Also, access is granted under agreed terms of services. Let’s say for example, I paid for 10gig of data, once I finished that data,I will not be able to surf the web again.
#3 Service actions
This kind of service are performed by the service provider to address specific customers needs. This is performed according to agreed terms by the customers. Take for example, if my vehicle has a technical fault and I decided that a mechanic should help me address that . That is a very good part of service actions.
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In my previous article, I have looked at some of the factors to be considered when it comes to information technology considerations for IT projects. In this article, I want to look at six major qualities of good service management data. Follow me as we will look at that together in this article.
Now the qualities …
#1 Availability
No matter how hard is data is, if it is not available when it is needed then it is not good data. Good service management data should be available when decision-makers need to make decisions.
#2 Reliability
There is this saying that garbage in, garbage out. When you are gathering data for service management purposes, you have to make sure that the source of the data is reliable. There is no way you will have good results if you don’t have reliable data.
#3 Accessible
Also, good data should be easily accessible. The management has to make sure that all bottlenecks are removed so that those that needed data to attend to customers or they needed data to make business decisions are able to have undeniable access to those data.
#4 Timeliness
There is also the issue of timeliness when it comes to data. Data must be provided in a timely manner. It becomes useless when the data is not released when it is not made available when it is to be used.
#5 Accuracy
The data also needs to be accurate enough. Although it might be very difficult for the data to be accurate the management has to try as much as possible to ensure that the data they are using for key decisions must be accurate enough.
#6 Relevant
There is a need for the data to be relevant. You have to make sure that when you are making the decisions, you have to make sure that you have to get it based on the age groups that you need to address.
I can not use data from old people to determine what products will be of interest to young people.
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This covers organisations and people that are part of service management. The organisation covers structure and system of authority.
They are not by themselves, sufficient to improve organisational effectiveness. The organisation needs to come up with a culture that supports its objectives.
Talking about people in the organisation, we need to consider the following :
Management and leadership styles
Updating skills and competencies
Communication and collaboration
Broad knowledge plus deep specialization
Facilitating value creation
Breaking down silos ( A situation where a team member prefer to work alone).
For many services, information management is one of the primary sources of enabling value creation for customers.
In enabling information management, there are certain conditions for good information management. They include:
Availability
Reliability
Accessibility
Timeliness
Accuracy
Relevance
The challenges of information management such as security and regulatory compliance requirements are also featured when it comes to service management.
Also, organisational culture and the nature of the business environment will also have an impact on which technology to choose from.
#2 Information and technology
Information and technology have become part of service management. Gone are the days that you have to wait for customers to come to you. Besides, nowadays you need data from customers in order to serve them better.
Some of the major components of information and technology include :
Technology supporting service management
Workflow management
Knowledge bases
Communication systems
Analytical tools
Inventory systems
Remote collaboration
Mobile platforms
Artificial intelligence
Cloud solutions
Machine learning
We also have the second part of, which is Technology Supporting IT services:
IT architecture
Applications
Database
Communication systems
Blockchain
Artificial Intelligence
Cognitive computing
Cloud computing
Mobile applications.
#3 Partners and Suppliers
This is used to handle:
Service provider and service consumer relationship.
Organisational partner and supplier strategy
Factors that influence supplier strategy
Service integration and management.
We also have service partnerships that helped on guiding how common goals and risks are being shared between service providers and their partners.
We also have goods and services supply which covers how formal contracts are established as well as show clear separation of functions and responsibilities will be maintained.
Please note that every organisation depends on some sort of services provided by an organisation. We now have the introduction of service integration and management.
This involved the use of a specially established integrator to ensure that service relationships are properly integrated. This service integrated can be committed to a separate department in the organisation or a department in the Organisation.
An Organisation’s strategy when it comes to the use of a partner in its service integration should be based on its goal, culture and business environment.
#4 Value Stream and Processes
Value Stream and Processes define the activities, workflow and control and procedures needed to achieve project objectives.
It includes the activities the organisation undertakes, how activities are undertaken, as well as how value creation is undertaken efficiently and effectively.
A value stream is series of steps and activities an organisation undertakes to create and deliver products and services to consumers. It combines the organisation value chain activities.
Value Stream optimization might include process automation or adoption of emerging technologies and ways of work to gain efficiencies or enhance user experience.
A process is a set of interrelated or interacting activities that transforms inputs to outputs. Processes are designed to achieve specific objectives.
Value streams and processes for products and services answer three questions
What is the generic delivery model for the product and services? How does the service work?
What are the value streams involved in the delivery of the outputs of the service?
Who or what performs the required service actions?
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In my previous article, I have looked at all that you need to know about service consumption in ITIL 4. In this article, I will be looking at some of the facts that you need to know about Utility and Warranty in ITIL 4. Follow me as we are going to look at this together in this article.
Utility
Utility is the functionality offered by a product or service to meet a particular need. It covers :
What the service does
It can also be used to determine whether the product is fit for the purpose that it is meant for.
It can also be used to determine whether the service can remove constraints from the customer or support the services of the customer.
Warranty
Warranty is the assurance that a product or service will meet the agreed requirements.
It can be used to determine:
How the service will perform.
Whether a service is fit for use.
It typically addresses areas such as availability, capacity, security levels and continuity.
It requires that a service meets agreed conditions and terms that must be met.
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In my previous article, I have talked about all that you need to know about service consumption in ITIL 4. In this article, I want to look at all that you need to know about components of service in ITIL 4. Follow me as we look at that together in this article.
A service is a means of enabling value Co-creation by facilitating outcomes that customers want to achieve without customers having to manage specific costs and risks.
In this case, you are able to render the services without passing the bulk of the costs and risks to your customers.
Facts about services…
An output is a tangible or intangible deliverable of an activity. A good example includes reports, bills among others.
An outcome is a result for a stakeholder, enabled by one or more service outputs.
A good example includes being able to get to detonation in time for a meeting. A good example is those organisations that allow customers to book rides through their mobile phones.
Some also provide services that allow individuals and co-workers to collaborate together. They are able to work on common projects without being in the same location together.
Understanding costs…
Risks refer to possible events that could cost harm or loss, or make it more difficult to achieve service objectives.
For instance, there are some risks removed by the service provider for the consumer. if you are using Uber, for example, you don’t need to worry about flat tires or engine being knocked down.
The consumer in a way also participates in the reduction of risks. He has to actively participate in the definition of service requirement as well as the classification of services to be provided.
He has to also clearly communicate the critical success factors and constraints that apply to such services.
The service provider should also be able to get customer location data in order to know where to dispatch the car. That shows that both service provider and service consumer have a role to play in service delivery.
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In my previous article, I have talked about all that you need to know about service provisioning in ITIL 4. In this article, I want to talk about some of the facts that you need to know about service consumption in ITIL 4 or service management. Follow me as we are going to look at that together in this article.
Service consumption has to do with the management of the resources needed in order for consumers to enjoy resources that they have paid for. It is the duty of the consumer and the service provider to ensure that the resources that they needed to enjoy the services that they have paid for.
At times, when you buy data, it is not the duty of the service provider to repair your phone for you.
DSTV Sample
They will ensure that there is a cable connection and the signals are strong but you are the one to ensure that you charge your phone and that you have strong reception.
You have to make sure that you take care of the service provider resources in your care. For cable TV, the service provider owns the dish bit it is your duty to ensure that the dish you are using for reception is in good condition.
As part of the service consumption process, you need to ensure that you request the service package that you need. DSTV has several packages but you have to choose one of the service packages based on what you can afford.
The should be a receipt of acknowledgement of that products and services. You have to show your reservation of that products and services. The organisation will also be expecting feedback in return in order to know how you feel about the service being rendered.
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In my previous article, I have looked at some of the differences between ITIL Version 3 and ITIL 4. I. In this article, I want to look at what you need to know about Service Relationships in ITIL 4. Follow me as we will look at that together in this article.
Service provisioning consists of activities performed by a service provider in order to perform services to their customers.
Service consumption also consists of activities performed by service consumers in order to consume services. Let’s take, for example, you purchased mobile data, it is your duty to have a mobile phone or laptop in order to enjoy services.
In my previous article, I have looked at some of the differences between ITIL Version 3 and ITIL 4. I. In this article, I want to look at what you need to know about Service Relationships in ITIL 4. Follow me as we will look at that together in this article.
Service provisioning consists of activities performed by a service provider in order to perform services to their customers.
Service consumption also consists of activities performed by service consumers in order to consume services. Let’s take, for example, you purchased mobile data, it is your duty to have a mobile phone or laptop in order to enjoy services.
Service relationship consists of joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
There are some things that need to be guaranteed in order to guarantee service provisioning …
There is a need for organisations to manage all the resources needed to deliver the services. In relation to Telco providers.
There need to make sure that their masts and other infrastructure are maintained in order to continue to make those services available to their subscribers.
They also need to provide access to resources for users. They need to make sure that all medium-term infrastructure needed for the customers to have access to resources are provided.
At times, the customers are given resources from the organisation in order to make sure that they are able to enjoy such services.
In providing services to their customers, the organisation has to ensure that they fulfil their promises to their customers. This is what will guarantee repeat purchases and increase the profitability of the organisation.
The last part of service provisioning has to do with service management and continual service improvement. The organisation has to ensure that they find ways of getting feedback from customers and using that feedback to improve the overall service performance.
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If there is any concept or ideology that is committed to the idea of service management, it is ITIL 4. In summary , ITIL is build on the ideas of customers and other stakeholders working together in order to deliver value to customers. In this article, I want to talk about why organisations need service management.
First and foremost, technology is advancing more than ever before. Development such as cloud computing, infrastructure as a service, machine learning and blockchain have opened fresh opportunities for value creation and led to becoming an important business driver and a source of competitive advantage.
Now, you don’t have to wait for customers to come to your organisation before they can have access to your service. Organisations are now looking for ways whereby customers , whether they are coming to the office or interacting with them online are getting the same benefits.
Now I want to look at the benefits of service management to organisations .
Now the benefits…
#1 Service
First and foremost is a service organisation. Whether it is government organisation or a private organisation. They are created to provide services. Without their customers enjoying their services, they will actually look for an alternative elsewhere.
#2 Organisational capabilities
Also, developing specialised organisational capabilities mentioned in the definition required an understanding of : the nature of value, the nature and the scope of stakeholder involved as well as how value creation is enabled through services.
#3 Perceived benefits
Also, value can be considered as the perceived benefits or usefulness of something. At times , the kind of service that satisfied a particular customer might be seen as non value adding service to others. That is why service has to be personalised for each customers.
Action Point PS: If you would like to have an online course on any of the courses that you found on this blog, I will be glad to do that on individual and corporate level, I will be very glad to do that I have trained several individuals and groups and they are doing well in their various fields of endeavour. Some of those that I have trained includes staffs of Dangote Refinery, FCMB, Zenith Bank, New Horizons Nigeria among others. Please come on Whatsapp and let’s talk about your training. You can reach me on Whatsapp HERE. Please note that I will be using Microsoft Team to facilitate the training.
I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you can drop your comment. Thanks in anticipation.
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CRMNIGERIA is committed to fact-checking in a fair, transparent and non-partisan manner. Therefore, if you’ve found an error in any of our reports, be it factual, editorial, or an outdated post, please contact us to tell us about it.
The Nature Of Value In ITIL 4: Knowing What Value Is (+Examples)
In my previous article, I have looked at all that you need to know about the differences between ITIL V3 and ITIL 4. In this article, I will be looking at the nature of value in ITIL 4. Follow me as we are going to look at that together in this article.
Service Management is defined as a set of specialised organisational capabilities for enabling value to customers in form of service. Here, you are trying to ensure that customers get the desired value they paid for. You also create an avenue for customers to give you feedback on the services provided.
Before you can develop the specialised organisational capabilities that I have mentioned earlier, you need to understand three basic things. These are:
The nature of value. this talks about the details of what will be of benefit to a particular group of customers This at times has much to do with location and taste. What will be of benefit to people living on a Government Reserved Area might be seen as thrash to someone loving in a slum.
The nature and scope of the stakeholders involved. This has to do with how the final deliverables should like and what it should entails . This has to be considered so that one can know how to go about creating that products or services.
How value creation is enabled through services, usefulness and importance of something. value can be seen as the perceived benefits of something. That tells use that what customer A see as value or worthy product night likely be a worthless product to customer B. It also has to do with what that particular customer is looking for in a product or service.
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In my previous article, I have talked about all that you need to know about IT Infrastructure library. In this article, I want to look at the evolution of ITIL also known as IT Infrastructure Library. Follow me as we look at this together in this article.
The early 1980s
At this period in world history, there is nothing like a standard for IT projects. Everything was done in such a way that people and organisations managed their projects the way they like. This leads to a high rate of abandoned projects among organisations.
1989
At this stage, the UK government felt that something should be done about the lack of standardization for IT projects. They decided to do something about the lack of standards for projects. That is why the first set of ITIL books was published and it becomes the standard for IT projects.
2000
In this year, service delivery and support want to be introduced to IT Infrastructure Library. At this stage now , this new addition was seen as a major component of the IT infrastructure library. It is a known fact that when customers are not satisfied with your products and services or a way to retain their interest, the business will soon fold up.
2007
At this stage in the evolution of ITIL, the service lifecycle was introduced. Service lifecycle becomes so important that projects have to be handled in an orderly manner. This also makes it very easy for all stakeholders to work together to achieve IT project goals.
2011
There comes the introduction of business alignments to IT projects. What this emphasised is that, there is no way the IT department can run a successful project without the input of the business community. The IT community and the business community has to work together in order to deliver IT projects that will meet the need of customers.
2018
There comes the game change. There was the introduction of the Service Value System into ITIL projects. It is indeed a system that makes IT Projects successful. I am not going to talk about SVS in this article. Just stick to this blog and I will give you the load down.
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In my previous article , I have looked at some of the differences between ITIL V3 and ITIL 4. In this article, I want to look at some of the benefits of upgrading to ITIL 4. Follow me as we are going to look at that together in this article.
Now the benefits …
#1 Valuable delivery
One of the benefits of upgrading to ITIL 4 is that it guarantees the delivery of value to customers. Until ITIL V3 where books have to be followed before changes can be made, ITIL 4 ensures that the organisation can work with customers in order to deliver value to customers in a faster and efficient way.
#2 Holistic view
ITIL 4 also ensures that the organisation have an holistic view of he entire value chain. This allows the IT manager to identify those that are part of the value chain. They can also decide on ways of working with them in order to deliver value to customers.
#3 Only the best
When one take closer look at ITIL V3 , you will understand that it is not everything that is okay with that particular upgrade. What ITIL 4 does what to take the best of ITIL V3 and integrate into ITIL 4. It also borrows from other technology in order to have a perfect situation.
#4 Easy mingling
Another good thing about ITIL 4 is that it incorporates ideas from other IT disciplines such as Agile, Lean and DevOps. This allows it to work perfectly in tune with reality unlike others that are based on principles.
#5 Expanded contents
There is also the provision of contents that can help organisations support. This information are so extensive that they provided content that are not within the reach of traditional IT Project managers. This has the capability of increasing the success rate for IT projects.
#6 Better competition
ITIL 4 also give organisations an edge over competitors. Adoption of ITIL 4 with all other supporting technologies will allow the organisation to compete favourably with other organisations. The technology allows organisation to compete with others in the digital world.
Action Point PS: If you would like to have an online course on any of the courses that you found on this blog, I will be glad to do that on individual and corporate level, I will be very glad to do that I have trained several individuals and groups and they are doing well in their various fields of endeavour. Some of those that I have trained includes staffs of Dangote Refinery, FCMB, Zenith Bank, New Horizons Nigeria among others. Please come on Whatsapp and let’s talk about your training. You can reach me on Whatsapp HERE. Please note that I will be using Microsoft Team to facilitate the training.
I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you can drop your comment. Thanks in anticipation.
Fact Check Policy
CRMNIGERIA is committed to fact-checking in a fair, transparent and non-partisan manner. Therefore, if you’ve found an error in any of our reports, be it factual, editorial, or an outdated post, please contact us to tell us about it.
In my previous article, I have talked about some of the basics that you need to know about the IT Infrastructure Library. In this article, I want to look at some of the differences between ITIL V3 and ITIL 4. Follow me as we are going to look at that together in this article.
#1 Extension to customer experience
One of the major addition to ITIL is that there is now more emphasis on customer experience. The previous ITIL V3 believes that if we follow some rules, the customer will definitely like the products. Bit the new ITIL 4 believes that for customers to be satisfied, they need to be carried along and become part of the stakeholders.
The ITIL 4 expands to customer experience, value stream and digital transformation of the organisation.
#2 Holistic approach
Another unique thing about ITIL 4 is its emphasis on a holistic approach by defining dimensions of service management that are collectively essential to the facilitation of service in the organisation.
#3 Value Co-Creation
ITIL 4 also introduce the concept of value Co-Creation. This concept assumes that you cannot create value alone You need to work with customers in order to deliver value to customers. You have to engage your customers by getting feedback from them. This will allow Organisations to improve customers experience.
#4 Emerging practices
In ITIL 4, unlike ITIL V3, there are now practices rather than processes. That means ITIL 4 is more of realities on ground rather than what is written on paper. All ITIL 4 practices have been refreshed to reflect the reality on ground so that it can suit modern way of doing things.
#5 More advanced
Before, some of the emerging practices that are part of ITIL practitioners are now part of the core IT Service management principles. That means the curriculum has been expanded to cover more advanced topics than what was done with the previous version. I remember my tutor saying then that they are wide apart. It is just that it is not easy to change the name. That is why it is not ITIL V4 but ITIL 4.
#6 Borrow borrow
Modern ITIL 4 also borrow from other disciplines in order to reflect new ways of doing things. Some of the new trends ITIL 4 borrowed from include Agile, DevOp, Lean and IT Governance among others.
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Many of us have heard many things about ITIL or IT Infrastructure Library, only a few of us knew what ITIL is all about. In this article, I want to talk about all that ITIL is all about. I can promise you that I will break it down to the extent that you will dream about them.
#1 Most widely used
The very first thing you need to know about ITIL is that it is the most widely used IT Service management framework in the world. It is not that there are no other methodologies that can be adopted but it just happened that ITIL owned by the government of the UK is the most widely used framework.
#2Value creation
Another major component of ITIL is the emphasis on creating services through the creation of value. You have to make sure that you are delivering value to customers through the provision of services that are of value to customers.
#3 Business strategy
With ITIL, you also have to make sure that you designed a business strategy based on the needs of the customers. You have to sit down and identify the needs of your customers and come up with a blueprint that will allow you to deliver value to your customers.
#2 Standard approach
ITIL also helps in presenting a common approach to managing IT projects. It also the processes to be standardised in such a way that it is very easy for organisations to adopt that common approach. This also guarantees that if anyone follows that same approach, they will achieve the same result.
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CRMNuggetsis committed to fact-checking in a fair, transparent, and non-partisan manner. Therefore, if you’ve found an error in any of our reports, be it factual, editorial, or an outdated post, please contact us to tell us about it.
