目录
1 介绍.......................................................................................................................... ..... ..... ........6
1.1 现代世界的 IT 服务管理..............................................................................................6
1.2 关于 ITIL 4....................................................................................................................6
1.3 ITIL 4 框架的结构和优点............................................................................................6
1.3.1 ITIL SVS................................................................................................................6
1.3.2 四维模型............................................................................................................7
2 服务管理的关键概念................................................................................................................9
2.1 价值................................................................................................................................9
2.1.1 价值共创......................................................................................... ..... ..... ..... .10
2.2
组织，服务提供商，服务消费者和其他利益相关者
.............................................11
2.2.1 服务提供者..................................................................................... ..... ..... ..... .11
2.2.2 服务消费者..................................................................................... ..... ..... ..... .11
2.2.3 其他关键角色................................................................................. ..... ..... ..... .12
2.3 产品和服务..................................................................................................................13
2.3.1 配置资源以创造价值................................................................................... ..13
2.4 服务产品......................................................................................................................13
2.4.1 服务关系模式................................................................................. ..... ..... ..... .14
2.5
价值：成功，成本和风险
............................................................................. ..... ..... ..15
2.5.1
成果
..................................................................................................................15
2.5.2
成本
..................................................................................................................16
2.5.3
风险
..................................................................................................................17
2.5.4
效果和效用
.....................................................................................................17
2.6 总结：..........................................................................................................................18
3 服务管理四领域......................................................................................................................18
3.1 组织和人......................................................................................................................20
3.2 信息与技术..................................................................................................................20
3.3 合作伙伴和供应商................................................................................................ .....22
3.4 ·价值链与流程............................................................................................................24
3.4.1 服务管理的价值流....................................................................................... ..24
3.4.2 流程..................................................................................................................24
3.5 外在因素......................................................................................................................25
3.6 总结..............................................................................................................................25
4 ITIL 服务价值体系.................................................................................................................26
4.1 ITIL
服务价值体系总览
.............................................................................................26
4.2 机会，需求和价值................................................................................................ .....27
4.3 ITIL 指导原则.................................................................................................... ..... ....28
4.3.1 专注于价值..................................................................................... ..... ..... ..... .29
4.3.2 从在的地方开始........................................................................................... ..32
4.3.3 反复进行反馈................................................................................. ..... ..... ..... .33
4.3.4 协作与提升差距........................................................................................... ..35
4.3.5 全面思考和工作........................................................................................... ..37
4.3.6 保持简单实用................................................................................. ..... ..... ..... .38
4.3.7 自动化优化..................................................................................... ..... ..... ..... .39
4.3.8 相互作用原则................................................................................. ..... ..... ..... .41
4.4 治理..............................................................................................................................41
4.4.1 管理机构和治理........................................................................................... ..41
4.4.2 治理在 SVS....................................................................................................41
4.5 服务价值链..................................................................................................................42
4.5.1 计划..................................................................................................................44
4.5.2 改进..................................................................................................................45
4.5.3 驱动..................................................................................................................45
