ITIL: Resources - Capabilities

ITIL General principles:
Resources & capabilities are both service assets used to create value (goods & services) for customers
Resources need capabilities to use any available resources to develop value-adding services to customers
Capabilities cannot produce value without available & adequate resources
It's usually easier to acquire resources than capabilities - - - agree?

ITIL-Service Strategy - Demand Management

Principles in Demand Management:
Services can not be produced in advance of their consumption
Excess capacity generates cost but no material value;  equally, unused capacity creates some value through higher levels of assurance
Poorly managed demand is a source of risk
Understanding the Pattern of Business Activity (PBA) helps service design optimize designs to suit demand patterns

ITIL Service Strategy SUMMARY

 SUMMARY - ITIL Service Strategy

ITIL Service Strategy is where value creation begins (in the ITIL service lifecycle).

ITIL Service Strategy enables a service provider to:
use Service Management as a strategic asset
set objectives & expectations of performance towards servicing customers and market spaces
identify, select and prioritize opportunities

ITIL Service Strategy includes these processes:
Strategy management for IT services
Service Portfolio Management
Financial Management
Demand Management
Business Relationship Management

THOUGHTS: Design is the art of gradually applying the constraints until only one solution remains

ITIL THOUGHTS:
ITIL Service Design - "Design is the art of gradually applying the constraints until only one solution remains" (ITIL-SD)

Definition: Service models (ITIL Service Strategy)

ITIL Service Strategy: Service models

https://www.eqsystems.co.in/itil-service-strategy-service-models/

The definition of a service model is ‘a model that shows how service assets interact with customer assets to create value. Service models describe the structure of a service (how the configuration items fit together) and the dynamics of the service (activities, flow of resources and interactions). A service model can be used as a template or blueprint for multiple services.’

What is - Customer Portfolio (CP): A starter tool for BRM

ITIL - Service Strategy / Business Relations Management

What is -
Customer Portfolio (CP): A starter tool for BRM

The customer portfolio is a database used to record all customers of the IT service provider.  It is used by many processes but is defined and maintained in the business relation management process.  It provides insight into the customer and is developed from the point of view of the business relationship manger.  It allows the service provider to understand who the customers are and make the distinction between customers and users.  This enables the BRM to be able to define who the customer is and who in that organization has the authority to make decisions about which services are needed and their respective requirements.

Link:
https://buff.ly/2JnURxh

A note on ITIL Service Strategy - before attempting to defining services

ITIL Service Strategy design Principle:

Attempting to define the services in the absence of service portfolio management could result in lack of consistency of service definition, poorly defined service models and a lack of formal gate keeping

ITIL BASICS: WHAT YOU NEED TO KNOW ABOUT SERVICE MANAGEMENT EXCELLENCE

ITIL BASICS:

WHAT YOU NEED TO KNOW ABOUT SERVICE MANAGEMENT EXCELLENCE

To bring your Service Management to the degree of excellence, you need to become strategic with well-implemented Service Portfolio Management, enhance and solidify Service Level Management, and adopt the culture of Continual Service Improvement by implementing CSI mechanisms and Service Reporting.

1. Service Portfolio Management
2. Service Level Management
3. Service Reporting

https://itchapter.com/what-you-need-to-know-about-service-management-excellence

ITIL Implementation Challenges

1. Management Commitment

2. Resistance to ITIL

3. Project Culture

4. ITIL for the sake of ITIL

5. Business Acceptance

6. Big Bang

7. Naive Implementation

8. Tools

9. The Moving Target

Comment: Which one did you encounter in your ITIL implementation?   please share your thoughts & experiences with me!

LINK:
https://arch.simplicable.com/arch/new/10-ITIL-implemenation-challenges

ITIL - Knowledge Management: Knowledge Centered Support (KCS) > The Framework For Service Desk Transformation

Knowledge Centered Support: The Framework For Service Desk Transformation

Knowledge Management is fast emerging as a way to mitigate this challenge. Effective use of knowledge significantly improves self-service experiences for end customers, and generates faster and more successful outcomes for those issues which still reach the service center.

However, effective implementation of Knowledge Management is still proving to be a significant challenge in the industry. Organizations often struggle with either of two significant challenges: building a knowledge base, and using it successfully once it’s there.

It is often difficult for support teams to find the time to capture good knowledge, especially if it is not formally entrenched as a priority for them. Some enterprises have addressed this with a dedicated knowledge team, but a team like this is unlikely to have sufficient subject matter expertise in all areas.  As a result, they still rely on input from those over-worked specialists.

Even where knowledge has been captured, making good use of it can be a challenge. As Katrina Pugh and Nancy M. Dixon put it the HBR Article on Knowledge Management, Don’t Just Capture Knowledge—Put It to Work: “what’s the point of capturing organizational knowledge if it’s going to be tossed into some file and forgotten?”  This effect can be exacerbated in organizations who have addressed the content creation challenge by embracing wide participation or even crowdsourcing:  noise can overwhelm the signal, making knowledge difficult to find.

Each of these issues creates a negative cycle: support teams are unwilling to spend time searching a knowledge base if they don’t expect to find answers.

Knowledge Centered Support, or KCS, is one solution to this challenge.

LINK - https://www.bmc.com/blogs/how-to-transform-your-service-desk-with-knowledge-centered-support/

A Book SUMMARY: OUTLIERS by Malcom Galdwell

A Book SUMMARY:

OUTLIERS by Malcom Galdwell

https://prezi.com/p/bmq0v8-hsoi5/

Find me on Twitter @LearnBeLead

enjoy!

Resources vs Capabilities in ITIL Service Strategy

Resources and Capabilities in ITIL Service Strategy

ITIL classifies Resources as: Financial Capital, Infrastructure, Applications, Information and People while it classifies Capabilities as: Management, Organisation, Process, Knowledge and People. If you’ve noticed, People have been tagged twice, once in Resources and once Capabilities. The headcount of the people working in the organisation is tagged within resources while the combination of the skill sets and the capabilities of the headcount are tagged in capabilities.

https://eqsystems.co.in/resources-and-capabilities-of-itil/

https://itilblues.wordpress.com/2007/11/20/itil-v3-the-use-of-resources-and-capabilities/

ITIL: The Politics of IT Service Valuation

ITIL - Service Strategy: Service Valuation


Points to consider:

Service Value - "the true value of an IT service is only possible to ascertain in the context of the enterprise’s end-customer."

"It makes more sense to value IT services based on the risk the enterprise faces should its products not meet needs of its end-customers. Business risk then, not customer perception, is the right place to start valuing IT services."

"Measure the enterprise value at risk, and you have the basis for actionable and quantifiable decision-making that is inherently self-justifying. Empirically quantified enterprise value at risk may just be the long sought after means to attain the most elusive of IT desires—alignment with the business, control of costs, and quality improvements"

Link:
http://www.itsmwatch.com/itil/article.php/3728496/The-Politics-of-IT-Service-Valuation.htm

NOTE: Value can change with time

ITIL - Service Strategy: What is a Service Model

ITIL - Service Strategy: What is a Service Model

The definition of a service model is ‘a model that shows how service assets interact with customer assets to create value. 

Service models describe the structure of a service (how the configuration items fit together) and the dynamics of the service (activities, flow of resources and interactions). 

A service model can be used as a template or blueprint for multiple services.’

Link:
https://eqsystems.co.in/itil-service-strategy-service-models/

Service Strategy: Risks vs Challenges

Have you ever differentiated between RISKs & CHALLENGEs?
I came across these two terms again in trying to understand ITIL-Service Strategy.

Kevin Archbold explains it well below:

A risk is something that could happen, that you'll look to prevent if possible, or have contingencies in place. 

A challenge is something that is already the case that you'll have to deal with.

Article:
http://sebastianmarshall.com/risks-vs-challenges

Enjoy your day!

SACM: Assets - Resources vs Capabilities

ITIL NOTES:

Resources are assets which an organization owns. The three main types are tangible, intangible and human.

Capabilities are complex patterns of skill in utilizing resources to achieve a desired end result.  Capabilities are learned over time, and are a skill or competence as opposed to a simple tangible resource. Capabilities cannot be immediately acquired, but are developed and honed via experiences and development of skills. A resource can become a capability if it is used for business development


What's a resource vs. a capability?
http://www.heitmanagement.com/blog/2013/04/whats-a-resource-vs-a-capability/
Blog: Resources vs capabilities
http://featherlight.net/laymans-terms/resources-vs-capabilities

ITIL Reactive and Proactive Problem Management

ITIL Reactive and Proactive Problem Management: Two sides of the same coin - from advisera.com

http://advisera.com/20000academy/knowledgebase/itil-reactive-proactive-problem-management-two-sides-coin/

Excerpts:

"The main focus of Problem Management is to increase long-term service stability and, consequently, customer satisfaction."

"This is where confusion may arise regarding the difference between Incident Management and Problem Management .... What we need is clear and well-defined hand-over procedure, with agreed time frames within which Incident Management stops, and Problem Management starts."


"But, Problem Management can hardly be of any use if there is no Change Management, Asset Management, Configuration Management, Event Management, Availability Management, Capacity Management, Knowledge Management and many more components in place. Problem Management heavily relies on data stored throughout the Service Lifecycle in order to be effective."

Change Management vs Release Deployment Management

I came across these articles when preparing to explain this ITIL processes to my senior management.  

Below are some interesting insights to RDM as compared to ChM.

The link between Change Management and Release Management - Dalibor Siroky
http://www.plutora.com/insights/2012/the-link-between-change-management-and-release-management/


Blog: The Difference between Change and Release Management - Professor P. Ross S. Wise
http://www.itsmprofessor.net/2014/03/the-difference-between-change-and.html

Process Improvement: What's the difference between change management and release control? - www.projectmanagement.com
http://www.projectmanagement.com/discussion-topic/9745/Whats-the-difference-between-change-management-and-release-control--

Risks vs Challenges (view point)

Risks vs Challenges


A risk is something that could happen, that you'll look to prevent if possible, or have contingencies in place.
A challenge is something that is already the case that you'll have to deal with.


http://sebastianmarshall.com/risks-vs-challenges

Events vs Incidents – ‘Too easy’ and ‘So confusing’ at the same time!

Events vs Incidents – ‘Too easy’ and ‘So confusing’ at the same time!

http://themanagersdiary.com/the-most-popular-leadership-quotes-of-april/
Posted by Vinod Agrasala




Event is purely a normal ‘change of state’
Incident is an ‘unplanned interruption of an IT service, reduction in quality of service, or a failure of a CI (configuration item)