Published 10 Mar 2020
Value streams are without doubt my favourite topic in ITIL ® 4, because the concept makes clear how the overall value that a service delivers is a complex combination of sub-components. Now, to explain how value streams work I’d like to invite you for coffee: Going to ...
Customer experience|Customer needs|IT service management (ITSM)|ITIL 4|Processes|Service management
Published 07 Apr 2020
Why is co-creating value within service management such an important concept in ITIL ® 4? While some customers might expect providers to “deliver value” independently, value requires open dialogue and active collaboration between providers and consumers. Everyone needs to a...
Agile|Communication|Customer needs|DevOps|ITIL 4|Service management|Value
Published 18 Oct 2019
Why is focusing on value – according to the ITIL ® 4 Guiding Principles – so valuable when providing services? We used to tell people: “Don’t focus on the technology you are managing; focus on services you enable or support with the technology.” Now, we must take the nex...
Collaboration|Customer needs|ITIL 4|Service management|Stakeholder engagement|Stakeholder management|Value
Published 01 Aug 2016
The ITIL ® Practitioner guiding principles are not independent of each other. You don’t start with focus on value then, once you’ve finished that, start thinking about a different principle. All nine guiding principles work together to help ensure you do the right things...
Collaboration|Continual Service Improvement (CSI)|IT Service Management (ITSM)|IT services|Value
Published 28 Jul 2016
Focus on value is one of the nine guiding principles described in the ITIL ® Practitioner Guidance and is the subject of the animated video below. Of course it’s so obvious that we should focus on value that you might wonder whether it needs saying at all. The t...
Change management|Customer experience|IT Service Management (ITSM)|IT services|ITIL|Value
Published 16 May 2019
The Service Value Chain, and Service Value Streams Welcome back! This post is the fourth (and last) in a series in which I connect the key concepts of ITIL 4 . In the last blog we briefly covered the service value system (SVS) and its five components. One of those compon...
ITIL|ITIL 4|Service management
Published 12 Nov 2014
"How do I hold on to my current ITSM budget or even grow it? I know I need to show value to the business, but my concern is that the 'powers that be' see only cost. What's my best approach to this?" As technology continues to advance and develop, IT is becoming even more i...
Best Practice|IT Service Management (ITSM)|ITIL|Processes|Service Management|Value
Published 07 Feb 2018
Reality TV show Shark Tank panellist and entrepreneur Kevin O'Leary always asks: “How do I make money” when presented with any product. The value to him is simple – getting the biggest return on investment with the least amount of risk. Focusing on value is extremely i...
Agile|Customer engagement|IT Service Management (ITSM)|ITIL|Value
Published 19 Jun 2017
Every day, CIOs face the same daunting question; how can they effectively communicate the value of IT to the business? For any IT initiative, the confusion lies in identifying and quantifying its outcomes for the business. They need to challenge the business’ perception of ...
Frameworks|IT investment|IT Service Management (ITSM)|IT services|ITIL|Value
Published 21 Jul 2017
How do people working in IT Service Management (ITSM) measure success and – more importantly – what should they measure? What tends to happen in ITSM is people measuring against internally-focused metrics: the number of incidents, service level agreements on incidents, the ...
Continual Service Improvement (CSI)|IT service management (ITSM)|IT services|ITIL|Value