ITIL®4 Foundation Certificate in IT Service Management
In ITIL four, we've talked about this thing called the service value system. And one of the central elements to it is this concept of what we call the service value chain, and what is the service value chain? The idea is in a operating model driven way, we can deliver products and services through a set of six interconnected activity areas. And by me being a successful service provision organization, across the various teams and units that make up any world of service provision, we have one systemic way of a common operatable, by which we can orientate and do any activity that require to deliver successful products and services for the organization. And the idea of that flexibility, those interconnected activities though, it does encourage different working practices to occur. So if I'm a developer, I could be using agile based development practice, and that's fine within the service value chain, because it would engage quickly and we would be able to iterate quickly across the value chain activities. But equally true, I could be a project manager using classical waterfall type structures for doing products and services, and again, that's encouraged through the service value chain, because there's no one set route by which we can navigate that set of six interconnected activities. The idea overall though of the service value chain is, in a very systemic way, we can focus on the products and services that we're about, and through delivering those successfully to the end consumers, we can co-create the value that they require.
About the Author
Martin is a professionally qualified and experienced IT Professional with over 25 years experience in the IT industry. He has held a number of senior roles and has experience of large scale IT Service Management implementation programmes both in public and private sectors. He has over 15 years experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.
His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:
- Delivering a wide range of public ITIL, SIAM and BRM courses
- Delivering onsite ITIL and SIAM courses
- Developing high quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning and virtual
- Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications