Your ITIL foundation certification study material will also give you access to the entire Thought Rock Library where top experts in the field guide you through the information. 2.4 Service relationships To create value, an organization must do more than simply provide a service. 2.2.1 Service providers Key message When provisioning services, an organization takes on the role of the service provider. For example, an organization that coordinates adventure vacations can fill the role of a service provider to a travel agent when it sells a vacation, while simultaneously filling the role of service consumer when it purchases airport transfers to add to their vacation packages. The adoption of ITIL as the most widely used guidance in the world on IT service management (ITSM) will continue with ITIL 4. In many areas, IT services use the latest technology developments, such as blockchain, artificial intelligence, and cognitive computing. It is important to understand that the risk of outsourcing any task or service is that an organization loses skills and capabilities. The sample ITIL foundation exam study guide PDF will also teach you all the core lifecycle stages like service strategy, service design, service transition, service operation and continual service improvement. • Resource scarcity If a required resource or skillset is in short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier. However, effective IT management is much more than just managing technology. Applications and databases such as our booking app and financial system are part of the information and technology dimension as well. The architect team has collaborated with the wider stakeholders and users of ITIL to ensure that the content meets the modern requirements of continuity, innovation, flexibility, and value. They will sometimes interact in unpredictable ways, depending on the level of complexity and uncertainty in which an organization operates. The ITIL story: Service providers Henri: Axle Car Hire acts as a service provider. Is the organization willing to accept the risk of using aging technology, or of embracing emerging or unproven technology? Service providers help their consumers to achieve outcomes, and in doing so, take on some of the associated risks and costs (see the definition of service in section 2.3.1). 35, Su: Craig’s Cleaning is doing a great job! These services provide a business differentiation potential to early adopters, especially in highly competitive industries. Inherent in this definition is the understanding that value is subject to the perception of the stakeholders, whether they be the customers or consumers of a service, or part of the service provider organization(s). The ITIL 4 Foundation certification is designed as an introduction to ITIL 4 and enables candidates to look at IT service management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services. Service offerings may include: • goods to be supplied to a consumer (for example, a mobile phone). This fails to take into consideration the highly complex and interdependent service relationships that exist in reality. Axle Car Hire Axle Car Hire is a global company, with its headquarters based in Seattle. 50, (ITIL) Axelos - ITIL Foundation 4 edition-Axelos (2019). Outcomes, and how they influence and are influenced by the other elements, will now be discussed. There is a large amount of new material in ITIL 4 Foundation therefore a new single exam is required to assess the knowledge and understanding of the new guidance. It is becoming increasingly important for people to understand the interfaces between their specializations and roles and those of others in the organization, to ensure proper levels of collaboration and coordination. In each chapter of the text, the employees of Axle will describe how the company is improving its services, and explain how they are using ITIL best practice to do this. Previously, cleaning of our vehicle fleet was performed by an internal department. ITIL® Foundation ITIL 4 Edition 2, Published by TSO (The Stationery Office), part of Williams Lea, and available from: Online www.tsoshop.co.uk Mail, Telephone, Fax & E-mail TSO PO Box 29, Norwich, NR3 1GN Telephone orders/General enquiries: 0333 202 5070 Fax orders: 0333 202 5080 E-mail: [email protected] Textphone 0333 202 5077 [email protected] and other Accredited Agents AXELOS Full details on how to contact AXELOS can be found at: https://www.axelos.com For further information on qualifications and training accreditation, please visit: https://www.axelos.com/certifications https://www.axelos.com/archived-pages/becoming-an-axelos-partner/training-organization- and-trainer-accreditation For all other enquiries, please email: [email protected] Copyright © AXELOS Limited 2019 All rights reserved. Again, consumers would not receive the expected value. The ITIL guiding principles create the foundation for an organization’s culture and behaviour from strategic decision- making to day-to-day operations. However, car cleaning is a service requiring specialized equipment as well as a flexible and motivated workforce. Service relationships are perceived as valuable only when they have more positive effects than negative, as depicted in Figure 2.2. Key characteristics of cloud computing include: • on-demand availability (often self-service) • network access (often internet access) • resource pooling (often among multiple organizations) • rapid elasticity (often automatic) 44, • measured service (often from service consumer’s perspective). By obtaining your ITIL® 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practic… 33, 2.5.4 Utility and warranty To evaluate whether a service or service offering will facilitate the outcomes desired by the consumers and therefore create value for them, the overall utility and warranty of the service should be assessed. Ichika: To me, ‘value’ means freedom of movement. Some relationship examples are shown in Table 3.1. If stakeholders are unhappy with what the organization does or how it does it, the provider’s relationships with its consumers can be in jeopardy. To ensure that they remain relevant and successful, many organizations are embarking on major transformational programmes to exploit these opportunities. 1.3.1 The ITIL SVS The ITIL SVS represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services. As societies and economies evolve, the relationships between and within organizations become more complex. This includes self-drive holidays, client site visits, and travel to see family and friends. This may be based on a formal agreement, or it may be a marketing message or brand image. The key is that the organization in the provider role has a clear understanding of who its consumers are in a given situation and who the other stakeholders are in the associated service relationships. Car-pooling, ride-share, and driverless cars are big draws. These may be new activities or modifications to existing ones, which can make the organization more productive. Definitions • Utility The functionality offered by a product or service to meet a particular need. We provide this service to our customers to create value both for them and for Axle.