Unit 1:

Q1 whats ITIL 4 , benefit of ITIL 4 & 4 dimension model.

What is ITIL 4?
ITIL 4 (Information Technology Infrastructure Library) is a framework for IT
Service Management (ITSM) that focuses on aligning IT services with business
needs. It provides best practices for organizations to deliver value, enhance
customer satisfaction, and optimize service delivery. ITIL 4 is an evolution from
previous ITIL versions, integrating Agile, DevOps, and Lean methodologies to
ensure flexibility and responsiveness to modern digital challenges.
Benefits of ITIL 4
Implementing ITIL 4 brings several advantages, including:
1. Improved Service Quality
2. Enhanced Efficiency
3. Stronger Collaboration
4. Risk Management & Compliance
5. Customer Satisfaction
6. Adaptability to Change
The Four Dimensions of ITIL 4
To ensure a holistic approach to service management, ITIL 4 introduces the
Four Dimensions of Service Management. These dimensions represent key
factors that must be balanced for effective IT service delivery.

1. Organizations & People

 • This dimension focuses on the structure, culture, and capabilities of an
organization.
• It ensures that employees have the necessary skills, roles, and
responsibilities to deliver services effectively.
• Strong leadership and a customer-focused culture are crucial for
ensuring continuous service improvement.
• Example: A company implementing ITIL 4 needs trained employees who
understand the framework and can apply it efficiently.
2. Information & Technology
• Refers to the IT tools, databases, applications, and systems that support
service management.
• Includes advancements such as AI, automation, cloud computing, and
big data that enhance IT operations.
• Knowledge management is key, ensuring data is accurate, secure, and
accessible for decision-making.
• Example: A business implementing ITIL should use AI-powered chatbots
for better customer support and faster issue resolution.
3. Partners & Suppliers
• Covers the relationships with external vendors, service providers, and
partners involved in service delivery.
• Defines supplier management strategies to ensure third-party services
align with business goals.
• Involves contract negotiations, risk management, and service
agreements to optimize partnerships.
• Example: A company outsourcing its cloud storage to AWS or Google
Cloud must ensure compliance, security, and cost-effectiveness.
4. Value Streams & Processes
• Represents the workflows, activities, and procedures used to create and
deliver IT services.
 • Helps organizations define and optimize service delivery models,
ensuring they provide value efficiently.
• Ensures process automation, monitoring, and improvement for
continuous optimization.
• Example: An IT service desk handling customer queries should
implement ITIL-based incident management to resolve issues efficiently.

Q2 note on Service management with value and value co creation

What is Service Management?
Service Management is a structured approach that organizations use to design,
deliver, manage, and improve IT services. It focuses on aligning IT services with
business needs to create value for customers and stakeholders. ITIL 4 defines
service management as "a set of specialized organizational capabilities for
enabling value for customers in the form of services."
The goal of service management is to ensure that IT services:
• Meet business objectives and customer expectations.
• Are delivered efficiently and cost-effectively.
• Continuously improve based on feedback and evolving needs.
Understanding Value in Service Management
In ITIL 4, value is defined as the perceived benefits, usefulness, and
importance of a service. Value is not just about the technical quality of a
service; it includes the overall experience, efficiency, and outcomes achieved by
customers.
Key Aspects of Value:
1. Outcomes – The desired results that customers want to achieve through
a service.
2. Costs – The resources invested in the service, which should be optimized
for efficiency.
3. Risks – The uncertainties involved in service delivery, which should be
minimized.
A service is considered valuable when it helps customers achieve desired
outcomes while optimizing costs and managing risks.
Value Co-creation in ITIL 4
Traditional service management viewed value creation as a one-way process,
where service providers delivered value to customers. However, ITIL 4
introduces the concept of value co-creation, emphasizing that providers and
customers collaborate to create value together.
How Value Co-creation Works
• Active Participation: Customers engage with the provider, giving
feedback and specifying their needs.
• Shared Responsibilities: Both parties contribute resources, knowledge,
and expertise to achieve better outcomes.
• Continuous Improvement: Service providers analyze customer
interactions and improve service offerings.
Example of Value Co-creation
A cloud storage provider (e.g., Google Drive) does not create value alone.
Customers create value by organizing, sharing, and collaborating on stored
files. Feedback from users helps improve service features like security,
accessibility, and integration with other apps.
Service Relationship Model in Value Co-creation
Value is co-created through service relationships involving:
1. Service Providers – Organizations delivering the service.
2. Service Consumers – Customers who use and interact with the service.
3. Other Stakeholders – External parties (partners, suppliers) influencing
service delivery.

Q3 4 dimension of Service management – Q1

Q4 note on SVS along with guiding principles

What is the Service Value System (SVS)?
The Service Value System (SVS) in ITIL 4 represents how all components and
activities within an organization work together to create value through IT-
enabled services. It provides a flexible, integrated approach to service
management, ensuring continuous improvement and alignment with business
goals.

Key Components of the ITIL 4 SVS:

1. Opportunity & Demand – Identifying market needs or customer
requests.
2. Guiding Principles – Fundamental recommendations that shape
decision-making.
3. Governance – Defining policies, processes, and controls for service
management.
4. Service Value Chain (SVC) – The core activities involved in creating,
delivering, and improving services.
5. Practices – ITIL management practices, categorized into General, Service,
and Technical practices.
6. Continual Improvement – Ongoing efforts to enhance processes and
service quality.

Guiding Principles of ITIL 4

The Guiding Principles provide universal recommendations for organizations
to adopt ITIL practices effectively. These principles help in decision-making and
process improvements.
1. Focus on Value
• Every activity should contribute to delivering value to customers.
• Understand customer needs and expectations.
• Example: A software company prioritizes user-friendly design to
enhance customer experience.
2. Start Where You Are
• Assess the current state before making changes.
• Use existing resources and capabilities effectively.
• Example: Instead of replacing an entire ticketing system, an IT help desk
first analyzes existing issues to make targeted improvements.
3. Progress Iteratively with Feedback
• Implement changes in small, manageable steps.
• Gather continuous feedback and adjust accordingly.
• Example: A mobile app is released in phases, incorporating user
feedback for enhancements.
4. Collaborate & Promote Visibility
• Encourage cross-team communication and transparency.
• Avoid working in silos; share knowledge and progress.
• Example: An IT and marketing team collaborate to ensure a seamless
digital customer experience.
5. Think & Work Holistically
• Consider all aspects of a service, including technology, people,
processes, and partners.
• Understand interdependencies between teams and systems.
• Example: When implementing a new CRM system, a company ensures
integration with other platforms.
6. Keep it Simple & Practical
• Avoid unnecessary complexity in processes.
 • Implement only what is needed to achieve objectives.
• Example: A service desk minimizes approval steps to speed up request
fulfillment.
7. Optimize & Automate
• Identify manual, repetitive tasks and automate them.
• Optimize resources to improve efficiency and reduce costs.
• Example: Automating password resets reduces help desk workload and
enhances security.

Q5 note on SVC
What is the Service Value Chain (SVC)?
The Service Value Chain (SVC) is the core part of the ITIL 4 Service Value
System (SVS). It defines the key activities required to create, deliver, and
improve IT services. The SVC provides a flexible, adaptable model that
organizations can use to meet changing customer needs efficiently.

Key Features of the Service Value Chain:

• Flexible & Adaptable – Can be customized based on different service
delivery models.
• Supports Value Streams – Helps organizations define workflows that
create value for customers.
• Integrates with ITIL Practices – Uses ITIL management practices to
ensure smooth service delivery.
Six Core Activities of the SVC
The Service Value Chain consists of six interconnected activities, each
contributing to value creation. These activities are not linear and can be
combined in different ways depending on business requirements.
1. Plan
• Ensures that all organizational strategies, goals, and governance are
aligned with service management.
• Example: A company sets IT budget allocations and strategic priorities
before launching a new service.
2. Improve
• Focuses on continual service improvement by analyzing past
performance and identifying opportunities.
• Example: An IT team reviews incident reports to find ways to reduce
downtime in future service operations.
3. Engage
• Involves interactions with customers, stakeholders, and suppliers to
understand their needs and expectations.
• Example: A business conducts customer feedback surveys to improve its
cloud service offerings.
4. Design & Transition
• Covers the design, development, and release of new or modified IT
services.
• Example: A software company tests a new mobile app version before
deploying it to users.
5. Obtain/Build
• Deals with acquiring, developing, or upgrading service components such
as infrastructure, software, or partnerships.
• Example: A company purchases new servers and security software for
better IT operations.
6. Deliver & Support
 • Ensures services are delivered efficiently and meet customer
expectations.
• Example: An IT help desk resolves technical issues and provides
customer support.

How SVC Supports Value Creation

• The six activities work together to enable smooth service delivery.
• Organizations can customize workflows based on their specific needs.
• By integrating ITIL practices, businesses can optimize performance and
improve efficiency.
Example of a Service Value Stream Using SVC:
A company launching a new e-commerce platform follows this workflow:
1. Plan: Define business objectives and allocate resources.
2. Engage: Collect customer requirements and market research.
3. Design & Transition: Develop and test the platform.
4. Obtain/Build: Acquire hosting services and cybersecurity solutions.
5. Deliver & Support: Launch the platform and provide customer support.
6. Improve: Gather feedback and implement enhancements.

Unit 2:
Q1 define General management practices in ITIL and explain 6 key practices.
Introduction
In ITIL 4, practices are categorized into three groups:
1. General Management Practices – Adapted from general business
domains for service management.
 2. Service Management Practices – Focus on IT service delivery and
support.
3. Technical Management Practices – Related to IT infrastructure, software,
and deployment.
What are General Management Practices?
General Management Practices are organizational capabilities that help in
strategic planning, governance, and execution of IT-related activities. These
practices are derived from established business disciplines but are tailored to
enhance IT service management.
There are 14 General Management Practices in ITIL 4, including:
• Strategy Management
• Risk Management
• Financial Management
• Organizational Change Management
• Project Management
• Knowledge Management
• Continual Improvement
Among these, we will focus on six key practices that are critical for ITSM
success.

Six Key General Management Practices in ITIL 4

1. Architecture Management
• Ensures that IT architecture aligns with business objectives and
supports service delivery.
• Helps organizations design scalable, flexible, and secure IT systems.
• Example: A company adopting cloud computing needs an architecture
plan that ensures seamless integration with existing systems.
2. Continual Improvement
 • Encourages constant evaluation of IT services and processes for
efficiency gains.
• Uses the PDCA (Plan-Do-Check-Act) cycle to implement improvements.
• Example: An IT service desk identifies recurring ticket resolution delays
and optimizes workflows for faster responses.
3. Information Security Management
• Protects data, systems, and IT assets from threats like hacking, malware,
and data breaches.
• Ensures compliance with security regulations (e.g., GDPR, ISO 27001).
• Example: A bank implementing multi-factor authentication (MFA) to
prevent unauthorized access to customer accounts.
4. Knowledge Management
• Ensures the right information is available to the right people at the
right time.
• Reduces repetitive issue resolution by maintaining a centralized
knowledge base.
• Example: A customer support team uses a FAQ database to quickly
resolve common user queries.
5. Organizational Change Management
• Helps manage the impact of IT and business changes on employees,
processes, and customers.
• Uses communication, training, and stakeholder engagement to reduce
resistance.
• Example: When a company switches from on-premise servers to cloud,
employees are trained in the new system to ensure smooth adoption.
6. Project Management
• Ensures that IT projects are completed on time, within budget, and
meet business goals.
• Uses methodologies like Agile, Scrum, and PRINCE2 for structured
execution.
 • Example: A company developing a mobile banking app follows Agile
methodology to release frequent updates based on customer feedback.

Q2 note on service management practices in ITIL

Introduction
Service Management Practices in ITIL 4 are designed to manage IT services
effectively, ensuring they deliver value to customers and stakeholders. These
practices cover the entire service lifecycle, from planning and development to
delivery and improvement.
Service Management Practices focus on meeting customer needs, maintaining
service quality, and ensuring IT resources are utilized efficiently. They help
organizations provide reliable, secure, and high-quality IT services while
continuously improving their offerings.
There are 17 Service Management Practices in ITIL 4, including:
• Incident Management
• Problem Management
• Change Control
• Service Request Management
• IT Asset Management
• Service Desk
• Service Level Management
These practices ensure smooth service operations, minimize disruptions, and
enhance customer satisfaction.

Key Service Management Practices

1. Incident Management
• Aims to restore normal service operations as quickly as possible after an
incident.
 • Incidents can include network outages, software failures, and security
breaches.
• Example: A company’s website goes down; the IT support team quickly
investigates and restores the service within an hour.
2. Problem Management
• Identifies and eliminates the root causes of recurring incidents.
• Helps organizations prevent future service disruptions by implementing
permanent fixes.
• Example: If a software application crashes frequently, problem
management analyzes logs and reports to identify the root cause and fix
it.
3. Change Control
• Ensures that IT changes are planned, tested, and deployed with minimal
risk.
• Prevents service disruptions caused by unauthorized or poorly
implemented changes.
• Example: A company implementing a new payroll system follows a
structured approval and testing process before deployment.
4. Service Level Management (SLM)
• Defines, monitors, and manages Service Level Agreements (SLAs)
between the IT service provider and customers.
• Ensures IT services meet performance expectations and deliver value.
• Example: A cloud provider guarantees 99.9% uptime for its services, and
the IT team regularly monitors performance to meet this SLA.
5. IT Asset Management
• Tracks and manages IT assets (hardware, software, licenses) throughout
their lifecycle.
• Helps reduce costs, improve security, and ensure compliance with
regulations.
 • Example: A company maintains a centralized asset database to track
laptop usage and software licenses, avoiding unnecessary purchases.
6. Service Request Management
• Handles user requests for IT services, such as password resets, software
installations, and system access.
• Uses self-service portals and automation to process requests efficiently.
• Example: Employees request new email accounts through a self-service
portal, and the system automatically provisions them.
7. Service Desk
• Acts as the single point of contact for IT users to report issues and
request support.
• Provides technical assistance, tracks incidents, and ensures user
satisfaction.
• Example: A university IT help desk receives student queries about Wi-Fi
connectivity and provides quick resolutions.

Importance of Service Management Practices

• Ensures service reliability – Reduces downtime and improves availability.
• Improves customer satisfaction – Ensures faster issue resolution and
proactive service improvements.
• Optimizes IT resources – Helps organizations manage costs and
efficiency.
• Supports business growth – Enables IT services to scale and adapt to
business needs.

Q3 note on Technical Management Practices in ITIL with 3 Key practices.

Introduction
Technical Management Practices in ITIL 4 focus on managing IT infrastructure,
software, platforms, and deployment to ensure reliable and efficient service
delivery. These practices help organizations develop, deploy, and maintain IT
solutions while optimizing performance and minimizing risks.
While ITIL 4 has three main categories of practices (General, Service, and
Technical), the Technical Management Practices specifically address the
technical aspects of IT service management.
What are Technical Management Practices?
Technical Management Practices are responsible for:
• Ensuring stable IT operations through efficient infrastructure and
software management.
• Supporting service reliability by maintaining robust IT environments.
• Enhancing scalability and performance through automation and
optimized resource usage.
There are three key Technical Management Practices in ITIL 4:
1. Deployment Management
2. Infrastructure & Platform Management
3. Software Development & Management
Each of these plays a crucial role in delivering high-quality IT services while
aligning technology with business goals.

1. Deployment Management
Definition:
Deployment Management ensures that new releases, updates, and patches
are deployed efficiently and with minimal disruption to IT services.
Key Aspects:
• Ensures smooth deployment of applications and services into live
environments.
• Manages rollback strategies in case a deployment causes issues.
 • Uses CI/CD (Continuous Integration & Continuous Deployment) for
faster, automated releases.
Example:
A software company deploying a new version of a mobile banking app follows
a staged deployment approach to minimize risks, first testing the update with
a small group before rolling it out to all users.

2. Infrastructure & Platform Management

Definition:
This practice is responsible for managing IT infrastructure, cloud
environments, and platforms that support service delivery.
Key Aspects:
• Manages physical servers, virtualization, cloud services, and network
infrastructure.
• Ensures IT systems are secure, scalable, and reliable.
• Uses monitoring tools to track system performance and prevent
failures.
Example:
An e-commerce company using AWS Cloud Services ensures its infrastructure
is optimized for high traffic loads during sales events, preventing downtime
and slow website performance.

3. Software Development & Management

Definition:
This practice focuses on designing, coding, testing, and maintaining software
applications to support business needs.
Key Aspects:
• Uses Agile and DevOps methodologies for faster software development
cycles.
 • Ensures software is secure, scalable, and meets user requirements.
• Implements automated testing and code reviews to improve quality.
Example:
A ride-hailing app continuously updates its software to improve user
experience, security, and performance, ensuring customers get seamless ride-
booking experiences.

Importance of Technical Management Practices

• Ensures IT systems remain stable and secure through effective
management of infrastructure and platforms.
• Enhances customer experience by deploying reliable and scalable
software solutions.
• Reduces risks and downtime by using automation, monitoring tools,
and best practices.

Q4 define Devops methodology

Introduction
DevOps is a software development methodology that integrates Development
(Dev) and Operations (Ops) teams to improve collaboration, automation, and
efficiency in IT service delivery. It emphasizes continuous integration,
continuous deployment (CI/CD), and rapid feedback loops to deliver high-
quality software faster and more reliably.
Why is DevOps Important?
Traditionally, development and operations teams worked in silos, leading to
inefficiencies such as:
• Slow software delivery due to lengthy approval and deployment
processes.
• Frequent service disruptions caused by poorly tested software releases.
 • Lack of collaboration, resulting in misalignment between development
and operational goals.
DevOps addresses these challenges by fostering a culture of shared
responsibility, collaboration, and automation between teams.

Key Principles of DevOps

1. Collaboration & Communication
• Breaks down silos between development, operations, and security
teams.
• Encourages cross-functional teamwork and shared responsibility for
software performance.
• Example: A DevOps team holds daily stand-up meetings to discuss
progress, bottlenecks, and solutions.
2. Automation
• Reduces manual tasks by automating code integration, testing, and
deployment.
• Uses Infrastructure as Code (IaC) to manage IT resources
programmatically.
• Example: A company automates its software deployment process using
Jenkins, ensuring updates are released without human intervention.
3. Continuous Integration (CI) & Continuous Deployment (CD)
• Continuous Integration (CI): Developers frequently merge their code
into a shared repository, where it is automatically tested.
• Continuous Deployment (CD): Successfully tested code is automatically
deployed to production, ensuring fast and reliable releases.
• Example: A cloud-based application like Netflix uses CI/CD pipelines to
quickly push bug fixes and feature updates without service
interruptions.
4. Monitoring & Feedback
 • Uses real-time monitoring tools (e.g., Prometheus, Splunk) to track
system performance and detect issues early.
• Implements automated alerts to quickly address failures.
• Example: An e-commerce platform uses AI-driven analytics to identify
performance bottlenecks and improve website speed.
5. Security Integration (DevSecOps)
• Incorporates security checks throughout the development lifecycle, not
just at the end.
• Uses automated vulnerability scans and compliance checks to enhance
security.
• Example: A financial company integrates automated security testing in
its CI/CD pipeline to detect vulnerabilities before deployment.

Benefits of DevOps
• Faster Time-to-Market – Rapid software releases and continuous
updates.
• Improved Software Quality – Automated testing reduces bugs and
errors.
• Higher Reliability – Continuous monitoring ensures stable and secure
applications.
• Cost Efficiency – Reduces operational costs by automating processes.

Q5 best practices for software development and management

Introduction
Software development and management involve designing, coding, testing,
deploying, and maintaining software applications to meet business and user
needs. Effective software development requires a structured approach,
ensuring that software is scalable, secure, and reliable while maintaining high
performance.
Best practices in software development and management help organizations
improve efficiency, maintainability, and customer satisfaction. These practices
align with ITIL 4, Agile, DevOps, and industry standards to ensure software
delivers business value.

Best Practices for Software Development and Management

1. Agile Methodology
• Uses an iterative and incremental approach to software development.
• Encourages customer collaboration, adaptability, and frequent updates.
• Uses Scrum, Kanban, and Extreme Programming (XP) for managing
workflows.
• Example: A mobile app team releases updates every two weeks based
on user feedback.

2. DevOps & Continuous Integration/Continuous Deployment (CI/CD)

• Automates software building, testing, and deployment to ensure rapid
releases.
• Reduces risks and improves efficiency by integrating frequent changes.
• Uses tools like Jenkins, GitLab CI/CD, and AWS CodePipeline.
• Example: A cloud provider updates its infrastructure using automated
deployment pipelines with minimal downtime.

3. Version Control & Code Management

• Uses Git, GitHub, GitLab, or Bitbucket for code versioning.
• Ensures developers can track changes, collaborate, and roll back to
previous versions if needed.
• Example: A development team working on an e-commerce site uses Git
branches for feature updates and bug fixes before merging into
production.
4. Secure Coding & DevSecOps
• Integrates security practices in every stage of software development.
• Uses code scanning tools (SonarQube, Snyk) and security best practices
to prevent vulnerabilities.
• Example: A fintech company follows secure coding guidelines to prevent
SQL injection and cross-site scripting attacks.

5. Automated Testing & Quality Assurance (QA)

• Uses unit testing, integration testing, and automated test frameworks.
• Reduces human errors by implementing test-driven development (TDD).
• Uses Selenium, JUnit, and Postman for automated API and UI testing.
• Example: A healthcare software company automates regression testing
to ensure updates don’t break existing features.

6. Microservices & API-First Design

• Breaks applications into smaller, independent services for scalability and
flexibility.
• Uses APIs (REST, GraphQL) to enable seamless communication between
services.
• Example: A streaming platform like Netflix adopts microservices to
handle different functions like recommendations, billing, and user
authentication separately.

7. Cloud-Native Development
• Builds applications optimized for cloud platforms like AWS, Azure, and
Google Cloud.
• Uses containers (Docker, Kubernetes) and serverless computing for
scalability.
 • Example: A social media company deploys serverless chat applications
to handle millions of users dynamically.

8. Performance Monitoring & Logging

• Uses real-time monitoring tools (Prometheus, Datadog, ELK Stack) to
track performance and detect issues early.
• Implements log management to troubleshoot failures and optimize
system health.
• Example: A retail website monitors API response times and
automatically scales up resources during peak hours.

Unit 3:
Q1 stakeholder value in ITIL
Stakeholder Value in ITIL 4
Introduction
In ITIL 4, stakeholder value refers to the benefits, outcomes, and experiences
that different stakeholders derive from IT services. ITIL 4 emphasizes value co-
creation, where service providers and consumers work together to create value
instead of it being a one-way process.
Stakeholders in IT service management include customers, users, suppliers,
partners, and regulators. Each stakeholder group has unique expectations, and
ITIL 4 provides a framework to engage, collaborate, and optimize service
delivery to meet these expectations effectively.

Key Stakeholders in ITIL 4

The ITIL 4 framework identifies several key stakeholders involved in service
management:
1. Service Consumers
• Individuals or organizations that use the service.
• Can be further classified into:
o Customers – Those who define service requirements and pay for
the service.
o Users – Those who directly use the service.
o Sponsors – Those who fund or authorize the service.
• Example: A business subscribing to a cloud service (customer), its
employees using the platform (users), and the finance department
approving the budget (sponsor).
2. Service Providers
• Organizations responsible for designing, delivering, and managing
services.
• Can be an internal IT team or an external IT vendor.
• Example: A company’s IT department managing employee workstations
or an IT firm providing SaaS solutions.
3. Partners & Suppliers
• External entities that support service delivery through outsourcing,
technology solutions, or specialized expertise.
• Example: A telecom company partnering with a cybersecurity firm to
enhance network security.
4. Regulators & Compliance Authorities
 • Organizations that establish industry rules, security standards, and
compliance requirements.
• Example: A financial institution complying with GDPR for data privacy.

Q2 customer journey- explain each step in detail

Introduction
The customer journey in ITIL 4 represents the entire lifecycle of a customer’s
interaction with a service provider. It includes everything from initial
exploration of services to value realization after service consumption. The goal
is to ensure a smooth, efficient, and value-driven customer experience.
The Seven Steps of the Customer Journey
Each step in the customer journey plays a vital role in building strong service
relationships and ensuring customer satisfaction.

1. Explore (Understanding Needs & Evaluating Providers)

Customers identify their requirements, challenges, and expectations from

IT services.
They research potential service providers, market trends, and available
solutions.
Providers must showcase their unique value proposition and capabilities.
Trust, reputation, and past performance play a crucial role in customer
decisions.
Example: A company exploring cloud storage solutions compares AWS,
Google Cloud, and Azure.

2. Engage (Building Relationships & Defining Expectations)

The customer interacts with service providers through meetings,

presentations, and trials.
Expectations are discussed, and clarity on service capabilities, pricing, and
support is established.
 Service providers focus on transparency, responsiveness, and
understanding customer needs.
Both parties define the scope of services and potential benefits.
Example: A hospital engages with an IT vendor for an Electronic Medical
Records (EMR) system.

3. Offer (Structuring & Customizing Service Offerings)

Service providers create tailored service offerings based on customer

needs.
Detailed proposals, pricing models, and Service Level Agreements (SLAs)
are drafted.
The capabilities, value, and differentiation of the service are highlighted.
Providers may offer trial periods, demos, or pilot projects for evaluation.
Example: A cybersecurity firm offers customized threat detection services
based on the client’s IT infrastructure.

4. Agree (Finalizing Service Agreements & Commitments)

Customers and providers formally agree on service terms, SLAs, and

pricing.
Contracts define roles, responsibilities, and performance expectations.
Both parties establish risk management, compliance, and governance
frameworks.
Clear escalation procedures and support mechanisms are defined.
Example: A company signs an IT outsourcing agreement specifying uptime
guarantees.

5. Onboard (Integrating & Transitioning Customers into the Service)

Customers receive training, setup assistance, and onboarding support.

IT teams ensure seamless integration of services with existing systems.
Service usage guidelines, user manuals, and support channels are
provided.
Providers focus on minimizing disruptions and ensuring a smooth
transition.
Example: A bank migrating to a new digital payment platform undergoes
onboarding sessions.

6. Co-Create (Delivering & Using Services Collaboratively)

The customer actively uses the service, and the provider ensures smooth
delivery.
Continuous feedback and collaborative improvements enhance service
quality.
Performance monitoring and incident management are critical during this
phase.
Service providers offer ongoing support, upgrades, and optimizations.
Example: A business using a CRM software provides feedback for feature
enhancements.

7. Realize (Measuring Value & Driving Continuous Improvement)

Customers assess whether the service meets expected business outcomes.

Performance metrics, ROI analysis, and customer satisfaction surveys are
conducted.
Providers implement improvements based on customer insights.
Contracts may be renewed, scaled, or modified based on performance.
Example: A logistics firm evaluates whether a fleet management system
has optimized delivery routes.

Unit 4:
Q1: Functions of Create, Deliver, and Support (CDS) in ITIL 4
Introduction
The Create, Deliver, and Support (CDS) module in ITIL 4 is responsible for
managing the end-to-end lifecycle of IT services, from development and
deployment to ongoing support and improvement. This module ensures that
IT services align with business needs, enhance customer experience, and
maintain operational efficiency.
IT organizations use CDS functions to effectively handle resource management,
risk control, automation, and continual service improvement while ensuring
seamless service delivery.

Key Functions of CDS

1. Managing Resources and Workflows Efficiently
• Ensures optimal allocation of IT resources, including staff, infrastructure,
and technology.
• Implements structured workflows for better service efficiency and
reduced downtime.
• Uses IT Service Management (ITSM) tools to streamline processes and
enhance visibility.
• Example: A cloud provider ensures that compute and storage resources
are dynamically allocated based on demand.
2. Cross-Team Collaboration and Communication
• Breaks down departmental silos by fostering communication between
development, operations, and customer support teams.
• Encourages DevOps and Agile methodologies for continuous service
enhancement.
 • Example: An IT team working on a new application release collaborates
with support teams to prepare documentation and training.
3. Leveraging Automation and Artificial Intelligence (AI)
• Uses AI-powered monitoring tools to detect performance issues and
prevent failures.
• Automates repetitive tasks such as software deployment, patching, and
incident resolution.
• Example: Chatbots provide automated responses to common IT support
queries, reducing manual intervention.
4. Ensuring Quality Control and Performance Monitoring
• Applies quality assurance (QA) frameworks to prevent defects and
enhance service reliability.
• Implements performance monitoring systems to track KPIs such as
uptime, response time, and incident resolution rates.
• Example: An e-commerce platform continuously monitors its payment
gateway to ensure secure and smooth transactions.
5. Managing IT and Business Risks
• Identifies potential IT security threats, compliance risks, and
operational vulnerabilities.
• Implements disaster recovery (DR) plans to ensure business continuity.
• Example: A bank ensures that its data centers have backup power and
failover mechanisms to prevent downtime.
6. Driving Continual Improvement
• Uses feedback from users, incident reports, and analytics to enhance
service quality.
• Conducts post-implementation reviews (PIRs) to evaluate service
performance and future improvements.
• Example: An IT help desk reviews recurring service requests and updates
knowledge bases to reduce future tickets.
Q2: Value Streams for New Services in ITIL 4
Introduction
A value stream in ITIL 4 is a series of steps that an organization follows to
create, deliver, and maintain a service. The Value Stream for New Services
focuses on designing, developing, and launching new IT services effectively
while ensuring alignment with business goals and customer needs.
This value stream helps organizations minimize waste, reduce inefficiencies,
and maximize value delivery by ensuring that service creation follows a
structured and well-defined process.

Key Steps in the Value Stream for New Services

1. Reviewing Service Value Chain (SVC) and Value Streams (VS)
• The Service Value Chain (SVC) provides a high-level framework for
delivering services.
• The Value Stream (VS) represents the specific flow of activities within
the SVC.
• Organizations map their value streams to visualize workflows,
dependencies, and bottlenecks.
• Reviewing these elements ensures that the new service aligns with
existing processes.
• Example: A company launching a new cloud storage service ensures that
it fits within their existing IT infrastructure.
.

2. ITIL Practices and Value Streams for New Services

• ITIL practices provide governance, processes, and best practices for
service creation.
• Common ITIL practices used in new service value streams include:
Change Enablement – Managing service modifications and updates.
 Service Design – Structuring new services for usability and
scalability.
Deployment Management – Ensuring a smooth rollout of new
services.
• These practices help organizations standardize service creation and
avoid inefficiencies.
• Example: A bank launching a new mobile payment app follows ITIL
practices to ensure security and compliance.

3. Change Enablement (Managing Service Modifications & Risks)

• Organizations evaluate whether a new service should be developed,
modified, or retired.
• Key aspects include:
Assessing customer demand and market trends.
Identifying business risks and compliance requirements.
Ensuring that change management is structured and approved.
• Example: An e-commerce company enhances its checkout process by
introducing one-click payments.

4. Service Design & Software Development (Structuring the New Service)

• Organizations define the technical architecture, workflows, and user
experience.
• IT teams collaborate with business units and customers to refine service
requirements.
• Agile and DevOps methodologies ensure iterative development and
quick feedback cycles.
• Example: A software company developing a new AI-based chatbot
focuses on user interaction and automation.
5. Service Validation & Testing (Ensuring Service Quality Before Launch)
• Organizations conduct rigorous quality assurance (QA), security, and
performance testing.
• Key activities include:
Functional Testing – Ensuring that features work as intended.
Load & Stress Testing – Checking system performance under high
traffic.
Security Audits – Identifying vulnerabilities before launch.
• Example: A healthcare firm tests its telemedicine platform for data
security and compliance before deployment.

6. Release & Deployment Management (Launching the Service & Supporting

Users)
• The new service is deployed in stages or all at once based on strategy.
• Service desks and support teams are prepared for user inquiries.
• User training, documentation, and onboarding are provided for smooth
adoption.
• Example: A telecom company releases 5G services in select cities before
a nationwide rollout.

Q3: Value Streams for User Support in ITIL 4

Introduction
The Value Stream for User Support in ITIL 4 represents a structured approach
to handling user issues, service requests, and incidents. It ensures efficient
problem resolution, knowledge management, and proactive monitoring to
maintain smooth IT operations and enhance user satisfaction.
This value stream integrates ITIL best practices, including Service Desk,
Incident Management, Problem Management, Knowledge Management,
Service Level Management, and Monitoring & Event Management to ensure
seamless user support.
Key Steps in the Value Stream for User Support
1. The Service Desk: A Central Point of Contact
• The Service Desk is the first contact point for users reporting issues or
requesting support.
• Ensures efficient logging, categorization, and escalation of issues.
• Uses AI-driven chatbots and self-service portals to reduce response
times.
• Works closely with incident management and problem resolution
teams.
• Example: A company’s service desk logs complaints about slow internet
connectivity and escalates them for resolution.

2. Incident Management: Restoring Normal Operations

• Focuses on quickly resolving service disruptions to minimize impact.
• Uses predefined procedures, automation, and escalation policies.
• Categorizes incidents based on severity to prioritize critical issues.
• Ensures continuous service availability and operational stability.
• Example: An IT team restores a failed database server within minutes to
prevent business disruption.

3. Problem Management: Tackling Root Cause

• Focuses on identifying and eliminating root causes of recurring
incidents.
• Uses trend analysis and historical data to proactively resolve underlying
issues.
• Implements permanent solutions and documents workarounds if
required.
• Reduces incident frequency by improving IT infrastructure and security.
 • Example: A cloud provider identifies frequent network failures due to
outdated routers and upgrades the infrastructure.

4. Knowledge Management: Empowering Users

• Ensures critical service information is documented and accessible.
• Creates self-service portals and AI-driven knowledge bases.
• Reduces repetitive incidents by enabling users to troubleshoot common
issues.
• Provides service teams with up-to-date knowledge for issue resolution.
• Example: A software company maintains an FAQ section for common
app errors, reducing customer complaints.

5. Service Level Management (SLM): Ensuring Alignment

• Defines and enforces Service Level Agreements (SLAs) for incident
resolution.
• Tracks performance metrics and ensures compliance with SLAs.
• Works with IT teams to optimize response times and service efficiency.
• Example: A telecom provider guarantees 90% of network outages are
resolved within 2 hours.

6. Monitoring & Event Management: Proactive Issue Detection

• Uses AI-powered tools to detect and resolve service failures before users
are affected.
• Provides real-time monitoring for applications, networks, and IT
infrastructure.
• Triggers automated responses for critical incidents.
• Example: An e-commerce platform detects high CPU usage on servers
and scales resources automatically to prevent downtime.
Q4: How to Create, Deliver, and Support Services in ITIL 4
Introduction
The Create, Deliver, and Support (CDS) module in ITIL 4 focuses on how
organizations develop, deploy, and maintain IT services efficiently while
ensuring they provide value to customers and businesses. It ensures that
services are created strategically, delivered seamlessly, and supported
effectively to meet business needs.
This process integrates various ITIL practices and frameworks to ensure
smooth service operation, continuous improvement, and alignment with
business goals.

1. Creating IT Services (Planning, Designing & Developing Services)

Creating IT services involves defining requirements, designing, and building
new services that align with customer expectations and business goals.
Key Steps in Service Creation:

Understanding Business Needs – Conduct research, assess customer

demands, and gather requirements.
Service Design & Architecture – Define service workflows, performance
standards, and compliance needs.
Technology Selection & Integration – Choose platforms, tools, and
frameworks to build the service.
Prototyping & Testing – Develop prototypes, conduct validation tests, and
ensure service readiness.
Security & Compliance – Implement security measures and industry
regulations.

2. Delivering IT Services (Deploying & Managing IT Services Effectively)

Once services are created, they must be deployed, managed, and monitored
to ensure continuous delivery.
Key Steps in Service Delivery:
 Deployment & Release Management – Smooth rollout of new services
with minimal disruptions.
Change Enablement – Implement controlled changes without impacting
operations.
Service Configuration Management – Maintain up-to-date records of
deployed services.
Capacity & Performance Management – Monitor system resources,
availability, and scaling needs.
Incident & Problem Handling – Define strategies for addressing service
disruptions.

3. Supporting IT Services (Ongoing Maintenance & Enhancements)

Support ensures that IT services remain reliable, efficient, and continuously
improved.
Key Steps in Service Support:

Service Desk & User Support – Centralized handling of customer issues and
service requests.
Monitoring & Event Management – Proactive detection of issues before
they impact users.
Continual Improvement – Using data analytics and feedback for service
enhancements.
Security & Compliance Management – Ensuring ongoing adherence to
cybersecurity standards.
Automation & AI Integration – Enhancing support efficiency through
automated responses and self-service portals.

4. Problem Management (Identifying & Resolving Root Causes of Issues)

• Problem Management focuses on finding and addressing the root
causes of incidents to prevent future disruptions.
• It involves:
Problem Identification & Logging – Detecting recurring issues that
cause major incidents.
 Problem Analysis & Diagnosis – Investigating root causes using AI-
driven insights.
Workarounds & Permanent Solutions – Implementing temporary
fixes while working on long-term solutions.
Documentation & Knowledge Sharing – Maintaining a database of
known errors and resolutions.

Unit 5:
High-Velocity IT (HVIT)
Objectives of HVIT
High-Velocity IT (HVIT) focuses on enabling organizations to achieve digital
transformation by adopting efficient, agile, and resilient IT practices. The key
objectives of HVIT include:
• Delivering fast, frequent, and reliable IT services that meet modern
business demands.
• Enhancing customer satisfaction through quick responses to market
needs.
• Improving operational efficiency by reducing waste and optimizing
processes.
• Encouraging continuous learning and innovation to stay ahead in a
competitive environment.
• Ensuring resilience and security in IT services to mitigate risks and
disruptions.
Characteristics of HVIT Organizations
Organizations that implement HVIT exhibit certain defining characteristics:
• Speed and Agility: Quick adaptation to changes in technology and
business needs.
 • Collaboration and Knowledge Sharing: Cross-functional teams work
together efficiently.
• Customer-Centric Approach: Focus on delivering value-driven services.
• Resilient and Secure IT Systems: Ensuring stability and protection
against cyber threats.
• Automation and Data-Driven Decision Making: Leveraging AI and
analytics for improved efficiency.
Key Concepts of HVIT
Several key concepts support HVIT principles:
• Digital Transformation: The integration of technology into all aspects of
business operations.
• Lean and Agile Thinking: Eliminating unnecessary steps and ensuring
rapid iteration in IT services.
• Resilience and Reliability: Implementing robust frameworks for service
continuity.
• Continuous Delivery: Frequent and automated software updates to
enhance functionality.
• Innovation and Experimentation: Encouraging risk-taking and learning
from failures.
The Culture of HVIT
HVIT promotes a specific cultural mindset that supports high-speed innovation
and operational excellence:
• Innovation-Driven: Teams are encouraged to experiment with new
technologies.
• Collaborative Over Hierarchical: Open communication and teamwork
are valued.
• Customer-Centric: Services are developed with end-user experience in
mind.
• Transparent and Feedback-Oriented: Regular assessments and
improvements are made based on user feedback.
Techniques of HVIT
Various methodologies and tools help achieve HVIT objectives:
• Automation: Reducing manual effort using AI, machine learning, and
scripting.
• DevOps Practices: Integrating development and operations for seamless
software delivery.
• Cloud Computing: Utilizing cloud infrastructure for scalability and
flexibility.
• Site Reliability Engineering (SRE): Ensuring reliability through proactive
monitoring and issue resolution.
• Lean and Agile Methods: Implementing iterative development cycles to
enhance productivity.
Benefits of HVIT
Implementing HVIT provides numerous advantages to organizations:
• Faster Time-to-Market: Rapid development and deployment of IT
solutions.
• Increased Operational Efficiency: Optimized workflows and resource
utilization.
• Improved Customer Experience: Delivering high-quality and responsive
services.
• Better Risk Management: Enhanced security and disaster recovery
strategies.
• Competitive Advantage: Staying ahead in the market through
continuous innovation.

5.2 High-Velocity IT (HVIT): Continual Improvement

HVIT relies on continual improvement to remain competitive and efficient in a
fast-changing digital world.
Continual improvement in High-Velocity IT (HVIT) is a structured approach to
enhancing IT services, processes, and performance through regular
evaluations and optimizations. It ensures that IT operations remain agile,
efficient, and aligned with business goals in a fast-paced digital environment.

5.2.1 Core Principles of Continual Improvement in HVIT

Continual improvement in HVIT is guided by the following key principles:
1. Customer Focus – Improvements should enhance customer experience
and satisfaction.
2. Agility and Adaptability – Organizations must be flexible in responding
to rapid changes.
3. Data-Driven Decision Making – Use metrics, analytics, and feedback to
drive improvements.
4. Automation and Optimization – Leveraging AI, cloud computing, and
DevOps for efficiency.
5. Collaboration and Knowledge Sharing – Teams must work cross-
functionally to drive improvements.
6. Resilience and Risk Management – Ensure stability and security while
implementing changes.
7. Continuous Learning – Encourage teams to experiment, learn from
failures, and innovate.
These principles help organizations stay competitive, deliver value quickly, and
reduce inefficiencies.

5.2.2 The Continual Improvement Model (CIM)

The Continual Improvement Model (CIM) provides a structured framework to
guide IT teams in enhancing services over time. It consists of the following
seven steps:
1. What is the vision? – Define clear goals for improvement.
2. Where are we now? – Assess current performance and identify gaps.
3. Where do we want to be? – Set measurable objectives for improvement.
4. How do we get there? – Develop a detailed plan for achieving the goals.
 5. Take action – Implement the planned changes.
6. Did we get there? – Measure success using key performance indicators
(KPIs).
7. How do we keep the momentum? – Ensure ongoing monitoring and
refinement.
By following CIM, organizations maintain a cycle of improvement, ensuring
that IT services evolve continuously to meet business needs.

5.2.3 Tools and Techniques for Continual Improvement

Organizations use various tools and techniques to facilitate continual
improvement in HVIT, including:

1⃣ Agile and Lean Practices

• Helps in eliminating waste and enhancing efficiency in IT operations.
• Uses Scrum, Kanban, and SAFe frameworks for effective workflow
management.

2⃣ DevOps & CI/CD Pipelines

• Automates software deployment for faster releases and fewer errors.
• Continuous Integration (CI) and Continuous Deployment (CD) ensure
consistent delivery.

3⃣ Performance Monitoring & Analytics

• Monitoring tools (e.g., Splunk, Nagios, New Relic) help track IT system
performance.
• Data-driven decisions are made using insights from logs, user feedback,
and metrics.

4⃣ AI & Machine Learning for IT Operations (AIOps)

• Predicts issues before they occur using AI-based automation.
• Enhances incident detection and resolution.

5⃣ Feedback Loops & Retrospectives

 • Regular reviews and feedback sessions help in identifying improvement
areas.
• Teams use post-mortem analyses to learn from failures.
These tools ensure faster innovation, proactive issue resolution, and
optimized performance.

5.2.4 Creating a Culture of Continual Improvement

For HVIT to succeed, organizations must develop a culture where continual
improvement is embedded into daily operations.
Steps to Build a Culture of Continual Improvement:
1. Leadership Support – Managers must encourage and invest in
improvement initiatives.
2. Empowering Employees – Teams should be encouraged to suggest
improvements and take ownership.
3. Collaboration and Transparency – Encourage open communication
across teams.
4. Encouraging Innovation – Create an environment where employees can
experiment with new ideas.
5. Rewarding Contributions – Recognize employees who contribute to
improvement efforts.
6. Providing Learning Opportunities – Offer training programs, workshops,
and certifications to upskill employees.
7. Building Feedback Mechanisms – Regular surveys, retrospectives, and
reports should be used to assess progress.
By fostering a culture of continuous learning and adaptation, organizations can
maximize efficiency, innovation, and customer satisfaction.

Possible ques: unit 5

Chapter 5.1: High-Velocity IT (HVIT) Fundamentals
1. What are the objectives of High-Velocity IT (HVIT)? Explain in detail.
2. Describe the key characteristics of an HVIT organization. How do they
differ from traditional IT organizations?
3. Explain the key concepts of HVIT and their importance in a digital
organization.

Chapter 5.2: HVIT Continual Improvement

4. What are the core principles of continual improvement in HVIT?
Explain with examples.
5. Describe the Continual Improvement Model (CIM) and its steps. How
does it help in HVIT?
6. Explain the tools and techniques used for continual improvement in
HVIT. How can organizations create a culture of continual
improvement?