I recently decided to go for the ITIL 4 Direct, Plan and Improve certification. I already did the training and have the voucher but need to do the actual work and study a bit.
This will be a long article and I will keep updating it as I go and use this article as a journal.
ITIL Foundation Recap
ITIL Service Value System core components:
- ITIL service value chain
- ITIL practices
- ITIL guiding principles
- governance
- continual improvement
ITIL Service Value System core activities:
- plan
- improve
- engage
- design and transition
- obtain/build
- deliver and support
ITIL practices
14 general management practices
17 service management practices
3 technical management practices
ITIL Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimize and automate
ITIL continual improvement model
- What is the vision? (business vision, mission, goals, objectives)
- Where are we now? (baseline assessments)
- Where do we want to be? (measurable targets)
- How do we get there? (improvement plan)
- Take action (improvement actions)
- Did we get there (metrics and KPIs)
From 6 go back to 1 while asking “How do we keep the momentum going?”
The 4 dimensions model
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
External factors:
- Political factors
- Economic factors
- Social factors
- Technological factors
- Legal factors
- Environmental factors
Scope of control: the area(s) or activities over which a person has the authority to direct the actions of others or define the required outcomes.
Everyone has a scope of control, different from their scope of influence.
Vision: a defined aspiration of what an organization would like to become in the future.
Mission: a short but complete description of the overall purpose and intentions of an organization.
Policy: formally documented management expectations and intentions, used to direct decisions and activities.
Guideline: a recommended practice that allows some discretion in its interpretation, implementation, or use.
Risk: a possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
Control: the means of managing a risk, ensuring that a business objective is achieved, or that a process is followed. 3 broad categories: organizational/procedural controls, logical/technical controls, physical controls.
Successful direction ensures that everyone has a shared understanding of the mission and objectives of the organization and what is expected of them IOT achieve the objectives.
Planning: arranging a method of achieving an end, or creating a detailed programme of action.
Extremes are bad (not enough or too much planning). Planning is commonly done at multiple levels.
Planning is an attempt to increase order and reduce risk. Some risk can be positive.
Strategy: a broad approach or course of action defined by an organization for achieving its objectives.
Tactics: the specific methods by which a strategy is enacted.
Operation: the routine running and management of an activity, product, service, or other configuration item.
Method: a way, technique, or process for doing something. Methods are structured and systematic.
Improvement: a deliberately introduced change that results in increased value for one or more stakeholders.
Almost every activity in an organization is an improvement activity.
KW: comparison, better, change.
Successful improvement
Macro / micro perspectives
Governance: The means by which an organization is directed and controlled.
KW: governing body, policies, monitoring, implementation
Compliance: both the act and the result of ensuring that a standard or set of guidelines is followed, or that proper, consistent accounting or other practices are being employed.
Management: coordinated activities to define, control, supervise and improve something.
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