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ITIL 4®
Value Co‐Creation
Vad innebär det och hur skall vi göra för att lyckas skapa det?
2020‐05‐29
© copyright Larsson & Co AB 2020
Agenda
• ITIL 4
• Value Co‐creation
• Why do we need Value co‐creation?
• How do ITIL 4 support co‐creation?
• How can I learn more?
• Summary
ITIL 4®
The Purpose of ITIL 4
The purpose of ITIL 4 is to provide organizations with
comprehensive guidance for the management of IT‐
enabled service in the
digital economy
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What is ITIL 4?
• More focus on collaboration
• Adapted to an Agile way of working
• Focus on time to market
• Adjusted to the modern world
• Avoiding silos
• Closer collaboration with the customer
The ITIL
®4 Big Picture:
• connecting key concepts
IT professionals
Organizations
Modern service economy
4
ValueConsumer Multiple Stakeholders
Further Value Organizational Resources
Product portfolio
Service portfolio
Service Relationship Co-created
Value Usage Consumer demand
Organizational Resources
Product portfolio
Service portfolio
Consumer
Consumer demand
Service Relationship Co-created
Value Usage
Multiple Stakeholders
Further Value Influences/constraints
PESTLE
Political factors
Economical factors
Social factors
Technological factors Legal
factors Environmental
factors 4 DIMENSIONS
Organizations
& people
Value streams
& processes Partners &
Suppliers
Information &
Technology
Products
& Services Value
Organizational Resources
Product portfolio
Service portfolio
Consumer
Service Relationship Co-created
Value Usage
Multiple Stakeholders
Further Value Consumer demand
Influences/constraints
SERVICE VALUE SYSTEM 4 DIMENSIONS
PESTLE
Opportunities/demand
Value Opportunity /
Demand Service value chain
Governance Guiding principles
Continual improvement
Practices
Value Opportunity /
Demand
Plan
Design
& transition
Obtain / build Deliver &
support
Products &
Services Engage
Improve
Plan
Design
& transition
Obtain / build Deliver &
support Engage
Improve
Products &
Services 1
2
3
New service
4
5
Opportunity / 6
Demand Value
1/ Understand and document service requirements
3/ Design & architect the new service to meet customer requirements
2/ Decide whether to invest in the new service
4/ Build, configure, or buy service components
5/ Deploy service components
6/ Release service to customers and users
Practices
Service Desk
Portfolio Mgmt Design
Architechture
IT Asset mgmt
Deployment Configuration
Release
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1. Understand and document service requirements 2. Decide whether to invest in the new service
3. Design & architect the new service to meet customer requirements
4. Build, configure, or buy service components 5. Deploy service components
6. Release service to customers and users
Practices
Service Value Chain
For a new Service component
Service Desk Strategy Mgmt Portfolio Mgmt
Design Architechture
IT Asset mgmt Deployment mgmt Configuration mgmt
Release mgmt
Plan
Design
& transition
Obtain / build Deliver &
support Engage
Improve
Products &
Services
New service Customer support
1
2 3
4
5 Products &
Services Opportunity /
Demand Value
New service Customer support
Opportunity / Demand
Plan
Design
& transition
Obtain / build Deliver &
support
Products &
Services Engage
Improve
Value
Organizational Resources
Product portfolio
Service portfolio Consumer demand
Consumer
Service Relationship Co-created
Value Usage
Multiple Stakeholders
Further Value Influences/constraints
4 DIMENSIONS PESTLE
SERVICE VALUE SYSTEM
Opportunities/demand
VALUE STREAMS SERVICE VALUE CHAIN
Enhance service relationship Manage
services Manage
products
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to
From ITIL v3 to ITIL v4
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Why?
https://www.internetlivestats.com/
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Value co‐creating
Services :
“A means of enabling value co‐creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”
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Co‐creation of value
“Value is co‐created through an active collaboration between providers and
consumers…”
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Value Co‐Creation
“The purpose of an organization is
to create value for stakeholders”
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ITIL 4 and co‐creation of value
How does ITIL 4 help to
support Value Co‐creation?
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Service Level Agreements and beyond
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The Service Relationship model
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A service mindset
Service Empathy
• “The ability to recognize, understand, predict and project the interests,
needs, intentions and experience of another party in order to establish, maintain and improve the
service relationship”
Service Mindset
• “An important component of the organizational culture that defines an organization’s behaviour in service relationships.
• A service mindset includes the shared values and guiding principles adopted and followed by an organization.”
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Involve customers in…
Planning
Building
Designing
Supporting
Improving
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Feed‐Back
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Summary
• ITIL 4 – for the digital economy
• Value Co‐creation – More important then ever
• Need to understand the business/customer/user
• Focus on Outcome
• Tools
• Beyond Service Level Management
• A service mindset
• Relationship Management
• Feed‐back
• Use the seven Guiding Principles
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How do I learn more?
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Create, Deliver & Support (MP)
• Understand how to plan and build a service value stream
• Know how ITIL practices contribute to the creation, delivery and support
• Know how to create, deliver and support services
ITIL Specialist
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Drive Stakeholder Value (MP)
• Understand customer journeys
• Foster stakeholder relationships
• Shape demand and define service offerings
• How to onboard and offboard customers
• Ensure continual value co‐creation
• Realize and validate service value
ITIL Specialist
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High Velocity IT (MP)
• Understand concepts regarding the high‐
velocity nature of the digital enterprise
• Understand the digital product lifecycle in terms of the ITIL ‘operating model’
• Understand the importance of the ITIL
Guiding Principles and other fundamental concepts for delivering high velocity IT
ITIL Specialist
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Direct, Plan & Improve (MP+SL)
• Understand the scope of what is to be directed and/or planned,
• and know how to use key principles and methods of direction and planning in that context
• Understand the role of Governance Risk and Compliance
• and how to integrate
the principles and methods into the service value system
• Know how to use the key principles and methods of Organizational Change Management
• to direction, planning and improvement
ITIL Strategist
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Leader Digital & IT Strategy (SL)
• Focus on the alignment of digital business strategy with IT strategy.
• How disruption from new technologies are impacting organizations
• The pace of evolution in the digital world has never been so fast and organizations need to be flexible and adapt to the ever‐changing environment
• Adds a new perspective, and elevates the discussion around ITIL concepts to a strategic level among business leaders
• Will help IT leaders build and implement effective IT and digital strategy that can tackle digital disruption and drive success.
ITIL Strategic Leader
Våra kurser
All Inclusive
• 2,5 dagars ITIL 4 utbildning i en härlig havsmiljö
• Stor frukostbuffé
• Lunch med flera alternativ
• Härlig för‐ och eftermiddagsfika
• Middag från det erkänt duktiga köket dag 1 & 2
• Boende i nyrenoverade rum och sköna sängar
• Allt utbildningsmaterial
• Kurshäfte & Axelos bok ITIL 4 Foundation
• Certifiering inkl. Certifieringsgaranti*
Accelererad
• 2 dagars utbildning
• I våra lokaler
• Lunch med flera alternativ
• Härlig för‐ och eftermiddagsfika
• Allt utbildningsmaterial
• Kurshäfte & Axelos bok ITIL 4 Foundation
• Certifiering inkl. Certifieringsgaranti*
Boka på larssonco.com eller ring Andreas på 031‐337 57 50
ITIL 4 Foundation
Create, Deliver & Support Drive Stakeholder Value High velocity IT Direct, Plan & Improve
Kommentarer om våra kurser
Bra upplägg och innehåll, fantastisk miljö, trevlig instruktör och trevliga deltagare.
Ett superkoncept!
Ger en väldigt bra bild av vad ITIL 4 är och hur man bör använda sig av det, detta i en fantastisk miljö med en grymt bra och pedagogisk instruktör!
Uppfriskande att man från IT har tagit ett helhetsgrepp på affären och vad som skapar värde.
‐ Härligt att bara kunna fokusera på kursen i fin miljö.
Excellent!
Min helhetsuppfattning av kursen var kanon…
Marstrands havshotell levererar som alltid. Rummet var kanon, inget alls att klaga på vad det gäller mat osv.
‐ Jag hade en grym helhetsupplevelse.
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Questions?
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Vi lever som vi lär och vet vad vi gör!
Vi levererar med stolthet och efter förväntningar!
Vi engagerar oss personligt i våra uppdrag, kunder och relationer!
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