ITIL®4 Foundation Certificate in IT Service Management
Cookie.ly, an online cookie delivery company has seen a massive increase in demand for their unicorn cookie after it became a viral sensation. As Cookie.ly is a small organization, they weren't able to process the amount of orders the sensation had generated using their existing system. Courtney, the head of infrastructure, wants Cookie.ly to use the ITIL service value system S.V.S to allow the organization to maximize their ability to create value from this increased demand. The S.V.S is a way for an organization to combine its activities and work to co-create value with their customers through IT enable products and services. With value co-creation being the core focus of the S.V.S. Value can be any perceived benefit to the stakeholders from the use of the products and services. Whether it's tangible like financial reward from cookie sales or intangible like increased brand reputation for Cookie.ly from being able to match the increased demand in cookies. Cookie.ly already has a small executive team who have helped guide the direction of the organization as well as lead Cookie.ly's policies. This means Courtney has the governance component already available and ready to integrate into Cookie.ly's S.V.S. Doing so will help them to improve on existing structures and policies. Next, Courtney advises the organization on the seven guiding principles component of the S.V.S and how these will shape the way the organization works. Using the start where your are principle, Courtney assesses their web server to see how much traffic they can currently take and upgrades this to handle extra traffic. Following the standards set out by the ITIL 4 Practices component, specifically the risk management practice. Courtney recognizes that their cookie factory will need to be able to handle increased production to manage the new demand. All areas of the S.V.S are bound together by the continually improving component. Customer feedback indicated that there was a drop-off in order fulfillment identified in the usability of the cookie customization interface. Courtney raises this with the web team and the interface was updated. The central component of the S.V.S is the service value chain, S.V.C. The S.V.C is a set of six interconnected activities designed to transform demand and opportunity triggers the organization encounters into co-created value for Coolkie.ly's customers. Cookie.ly can react to the opportunities they encounter and through the S.V.C's six activities, co-create value with their customers. By using the S.V.S and taking a holistic approach to value co-creation, Courtney and her team at Cookie.ly have managed to meet the demands of their new customers.
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