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Ensuring Excellent Value Creation with ITIL 4!

Ensuring Excellent Value Creation with ITIL 4!

"ITIL is fundamental to businesses, enables transformation, and helps organizations realize value." – AXELOS

The statement above is an outcome of extensive research by AXELOS involving various stakeholder groups. Information Technology Infrastructure Library (ITIL) is believed to be able to support organizations to obtain optimal value from IT and digital services by setting the direction of the service provider with a clear capability model and aligns them to the business strategy and customer needs.

The latest version of ITIL is ITIL 4 which provides a flexible foundation for organizations that need to integrate various frameworks and approaches into their service management operating models.

4 Dimensions of ITIL 4

There are 4 dimensions of ITIL 4 that should be considered to create high-quality products and services which deliver value to customers.

First, organizations and people. This dimension guarantees that the structure and management of an organization, as well as its roles, duties, and authority and communication systems, are properly defined and support the firm's overall strategy and operating model.

Next is information and technology. This dimension applies to both the service management and the services that are managed. This dimension, when applied to the service value system (SVS), contains the knowledge and information required for service management.

After that is partners and suppliers. This dimension covers an organization's relationships with other organizations involved in service design, development, deployment, delivery, and continuous improvement.

Last, value streams and processes. This dimension is concerned with how various parts of organizations work together in an integrated and coordinated manner to enable value creation through products and services, and how they guarantee that value creation is efficiently and effectively enabled for all stakeholders.

5 Main Elements of Service Value System (SVS) in ITIL 4

The SVS represents how all the components and activities of an organization work together to facilitate value creation, including several elements to help create value now and in the future.

The first element is guiding principles, a recommendation that guides an organization in all circumstance consisting of 7 principles namely: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think and work holistically, keep it simple and practical, and optimize and automate

Next is governance, a formal framework that offers a structure for an organization to ensure that it has a way to develop direction and control. After that is service value chain, a creation, delivery, and continuous improvement operating model. It consists of 6 activities namely engage, design and transition, obtain/build, deliver and support, and improve.

Furthermore, practice. It is a set of organizational resources designed for performing work or accomplishing an objective, consisting of general management, service management, and technical management practices. Last is continual improvement of services. It focuses on improving efficiency, maximizing effectiveness, and optimizing the cost of services, resources, and the practices that underpin IT service management.


The ITIL 4 four dimensions are crucial to the effective and efficient facilitation of value for customers and other stakeholders, while the SVS enables to achieve organizational agility and resilience, as well as to assist the adoption of a clear, unified direction that is focused on value, while also allowing for continuous improvement. Hence, organizations are strongly encouraged to implement ITIL 4 in their business.

AXELOS. (n.d.). ITIL | IT Service Management | Axelos. https://www.axelos.com/certifications/itil-service-management
P. (2019, February 28). ITIL 4 – in 3 minutes. Van Haren Publishing | Corporate. https://www.vanharen.net/blog/itil-4-in-3-minuten/
Stewart, M. (2019, July 15). What are the Four Dimensions of ITIL 4? Axios Systems. https://info.axiossystems.com/blog/what-are-the-four-dimensions-of-itil-

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