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CHAPTER 2 Generic Concepts ITIL is a de facto standard for IT service management. However, service management per se is based on certain management basics that need to be well understood before I start to explain the specifics. In this chapter, I will introduce a number of service management concepts. These concepts are generic, and whether or not you are dealing with ITIL, you probably either have already used them or will soon start using them. This chapter lays the foundation for understanding ITIL. 2.1 Utility and Warranty ITIL has something to offer to IT professionals from all technical and management areas. The concepts of utility and warranty are dear for those who are geeks by nature and academics at heart. ITIL derives heavily from digital electronics, so if you can read the circuit, you will pretty much understand the logic. Figure 2-1 diagrams the logic of the utility and warranty of ITIL. UTILITY Performance supported? Constraints removed? OR T/F Fit for purpose? Available enough? Capacity enough? Continuous enough? Secure enough? AND WARRANTY T/F Fit for use? AND T: True F: False T/F Value created Figure 2-1. Utility and warranty logic diagram © Abhinav Krishna Kaiser 2017 A. K. Kaiser, Become ITIL Foundation Certified in 7 Days, DOI 10.1007/978-1-4842-2164-8_2 17
Chapter 2 ■ Generic Concepts Chapter 1 discussed IT service. A service provides value to the customer; nothing more, nothing less. The value is seen by the customer, not just as defined by the service provider. A service provider may embellish the features of a service by uplifting its capabilities and downplaying its competitors. At the end of the day, this is a marketing tactic. But what counts is what the customer perceives about the service that the service provider has to offer. The customer may not buy into all the facts and figures and, based on the customer’s previous experience, they might downplay a service. For example, a lawn mowing company might claim to provide unparalleled lawn mowing service, where the lawn will be mowed within the agreed timeline, the length of the grass will be even across the yard, and the service provided will be noiseless and hassle free. But the customer has used this service provider once before and knows that some of the things claimed are to taken with a grain of salt. So, here, the customer sees value in this service from his standpoint but not from the way the service provider projects it. 2.1.1 Elements That Create Value Value is created from a service. I have already discussed IT service in Chapter 1 and described its value proposition. To break it down further, let’s say that it creates value only if it is fit for the purpose and fit for the use. Most of the time, these terms are used and abused in IT organizations without anyone knowing the actual meaning of them. So let’s try to understand what these two terms actually mean. Figure 2-2 presents a diagram of this concept. Fit for purpose? Fit for use? AND T/F Value created T: True F: False Figure 2-2. Value creation logic gate Fit for purpose refers to a service’s functionality. Does the service come with all the features and functions that it is supposed to carry? Does the service meet all the functional requirements? If yes, then one of the inputs into the AND gate will be TRUE, and that takes us one step closer to creating value. A mobile service provider’s core service is to provide the ability to talk over cellular phones. If this is achieved, then we can consider it fit for purpose. On the other hand, fit for use refers to the ability to make use of the service functionality. Through the service functionality, you are given the capability to achieve certain outcomes. But can you make use of the service? If you can, this input to the AND 18
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Page 5 and 6: Contents at a Glance About the Auth
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6.4.1.7.1 Create a Request for Chan
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6.5 Practice Exercises 1. Which of
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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