- context of customer experience, value streams, and digital transformation
- using new ways of working, such as Lean, Agile, and DevOps.
- The key components of the ITIL 4 framework are the ITIL service value system (SVS) and the four dimensions model.
-سیستم ارزش خدمات (SVS)
facilitate value creation through IT-enabled services-
ایجاد ارزش را از طریق خدمات مبتنی بر فناوری اطلاعات تسهیل می کند.
The core components of the ITIL SVS are: ● the ITIL service value chain ● the ITIL practices ● the ITIL guiding principles ● governance ● continual improvement.
۲-مفاهیم کلیدی مدیریت سرویس (Key concepts)
Definition: Service management: A set of specialized organizational capabilities for enabling value for customers in the form of services. مجموعه ای از قابلیت های سازمانی تخصصی برای ایجاد ارزش برای مشتریان در قالب خدمات.
the nature of value
۱- ایجاد ارزش و ارزش - (Value and value co-creation) :
The purpose of an organization is to create value for stakeholders.
value is co-created through an active collaboration between providers and consumers
۲- سازمان ها : ارائه دهنده خدمات (service provider) - مصرف کننده خدمات () و ذینفعان()
2.2.1 : Definition: Organization : A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
*When provisioning services, an organization takes on the role of the service provider. The provider can be external to the consumer’s organization, or they can both be part of the same organization.
2.2.2 : Definitions ● Customer A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. ● User A person who uses services. ● Sponsor A person who authorizes budget for service consumption
* When receiving services, an organization takes on the role of the service consumer.
2.2.3 Other stakeholders
...
۳- محصولات و خدمات () :پیکربندی منابع برای خلق ارزش() - ارائه سرویس()
2.3.1 Configuring resources for value creation
2.3.2 Service offerings
۴-مدل روابط خدمات () - 2.4 Service relationships
Service relationships are established between two or more organizations to co-create value. In a service
relationship, organizations will take on the roles of service providers or service consumers. The two roles
are not mutually exclusive, and organizations typically both provide and consume a number of services at
any given time.
۵-ارزش (): خروجی() -هزینه() -ریسک() -ابزار و گارانتی()
difference between outputs and outcomes : wedding photography album example is output. and outcome of that is recall memories
its difficult for the provider to fully understand the outcomes that the consumer wants to achieve
cost : costs removed from the consumer by the service (a part of the value proposition).
costs imposed on the consumer by the service (the costs of service consumption).
risks removed from a consumer by the service (part of the value proposition).
risks imposed on a consumer by the service (risks of service consumption).
۳-چهار بعد مدیریت سرویس
۱-سازمان ها و افراد()
۲-فناوری و اطلاعات()
۳-شرکاء و تامین کنندگان()
Procurement of
computers and phones
۴-جریان های ارزش و فرآیند ها ()
۴-سیستم ارزش خدمات
۱-فرصت - تقاضا -ارزش ()
۲-اصول راهنمای ()
۳-حکومتداری()
4-زنجیره ارزش خدمت()
۵-تمرین های مدیریتی
۱-تمرین های مدیریت عمومی ()
مدیریت معماری (Architecture management)
بهبود مستمر (Continual improvement)
مدیریت امنیت اطلاعات (Information security management)
مدیریت دانش (Knowledge management)
اندازه گیری و گزارش (Measurement and reporting)
مدیریت تغییر سازمانی (Organizational change management)
مدیریت پورتفولیو (Portfolio management)
مدیریت پروژه (Project management)
مدیریت روابط (Relationship management)
مدیریت مالی خدمات( Service financial management)
مدیریت استراتژی( Strategy management)
مدیریت تامین کننده( Supplier management)
مدیریت نیروی کار و استعداد(Workforce and talent management activities)
۲-تمرین های مدیریت خدمات ()
مدیریت در دسترس بودن(Availability management)
تجزیه و تحلیل کسب و کار(Business analysis)
مدیریت ظرفیت و عملکرد(Capacity and performance management)
کنترل تغییر(Change control)
مدیریت حوادث(Incident management)
مدیریت دارایی فناوری اطلاعات(IT asset management)
نظارت و مدیریت رویداد(Monitoring and event management)
