BUSINESS TRANSFORMATION WITH ITIL 42
Table of Contents
Introduction................................................................................................................................4
SECTION ONE......................................................................................................................4
Organization and Services:................................................................................................4
Service Consumer..............................................................................................................5
Service Sponsor..................................................................................................................5
Service Customer...............................................................................................................5
Service User:......................................................................................................................6
Service Offering: Description of service. Purpose and goal. Properties of service...........6
Service Outcome................................................................................................................6
Service Risks......................................................................................................................7
SECTION TWO.....................................................................................................................7
Four Dimensions of Service Management.........................................................................7
Organisations and People...................................................................................................7
Information and Technology..............................................................................................8
Partners and Suppliers........................................................................................................8
SECTION THREE.................................................................................................................9
ITIL4 Guiding Principles...................................................................................................9
Focus on value....................................................................................................................9
Start where you are.............................................................................................................9
Iterative Progress with Feedback.......................................................................................9
Collaboration and Promoting Visibility.............................................................................9

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