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8/12/2019 ITIL Value Proposition
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THE KEY BENEFITS OF ITIL
For the organization and the professional
AXELOS.com
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8/12/2019 ITIL Value Proposition
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KEY CAPABILITIES
SUPPORT BUSINESSOUTCOMES
ENABLE BUSINESSCHANGE
MANAGE RISK IN LINEWITH BUSINESS NEEDS
OPTIMIZE CUSTOMEREXPERIENCE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXT
The worlds most widely used IT Service Management framework
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8/12/2019 ITIL Value Proposition
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KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
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8/12/2019 ITIL Value Proposition
4/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINEWITH BUSINESS NEEDS
SUPPORT BUSINESSOUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Manage business risk for your services...
...by using ITIL availability management, capacity management,
IT service continuitymanagement, information security management
and seven-step improvementprocesses to identify, prioritize and
manage service improvement opportunities.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
5/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINEWITH BUSINESS NEEDS
SUPPORT BUSINESSOUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Minimize service disruption...
...by using the ITIL incident management and problem management
processes toswiftly restore services, develop effective
workarounds, run blameless majorincident reviews, investigate and
eliminate root causes, and prevent incidentsfrom reoccurring.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
6/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINEWITH BUSINESS NEEDS
SUPPORT BUSINESSOUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Quantify and clearly demonstrate the truevalue of the services
you provide...
...by using the ITIL financial management process to deliver the
required financialstewardship and show improved governance over
investments.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
7/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Benchmark services and maximizereturn on investment...
...by using the ITIL service portfolio management process to map
customerrequirements against the investments required to build and
deliver the servicesyour customers need, at the right cost and
quality.
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8/12/2019 ITIL Value Proposition
8/18
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8/12/2019 ITIL Value Proposition
9/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Support the marketing and consumptionof your services...
...by using the ITIL service catalogue management process to
improvecommunications, streamline the request process and help your
customers tounderstand and link the services you provide to
business outcomes they care about.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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-
8/12/2019 ITIL Value Proposition
10/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Ensure the quality of services matchescustomer needs and
expectations...
...by using the ITIL service level management process to define
and agree specificand measurable service targets, understand how to
best set up monitoring,measuring and reporting, and help identify
corrective action opportunities.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
11/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Ensure your customers can use theservices when and where
needed...
...by using the ITIL availability management process to plan
service resilienceand recovery, analyze issues involving service
unavailability, and drive continualservice improvement.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
12/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Ensure the business and your customers arenot affected by
unexpected service failures...
...by using the ITIL IT service continuity management process to
align servicecontinuity plans with business continuity plans,
reduce risks to service levels andimplement a tested service
recovery strategy to meet customer requirements.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
13/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Forecast, respond to and influence the demandfor your services
in a cost effective way...
...by using ITIL demand management and capacity management
techniques such asuser profiling, modelling, off-peak pricing and
differentiated service levels to provideoptimal level of capacity
and successfully manage fluctuating demand situations.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
14/18
KEY BENEFITS
Forecast, respond to and influence thedemand for your services
in a cost
effective way
Manage business risk for your services
Ensure the quality of services matches
customer needs and expectations
Obtain value for money from your
service providers
Benchmark services and maximize return
on investment
Build and maintain positive businessrelationships with customers
and improve
customer satisfaction
Ensure your customers can use the services
when and where needed
Support business change at the speed yourcustomer needs while
ensuring stable and
low-risk environment
Quantify and clearly demonstrate the truevalue of the services
you provide
Support the marketing and consumption
of your services
Ensure the business and your customers are
not affected by unexpected service failures
Minimize service disruption
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY C APABILITIES,
WITH THE MOST DIRECT CONNECTIONS UNDERLINED.
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
NEXTPREVIOUS
Support business change at the speed your customerneeds while
ensuring stable and low-risk environment...
...by using the ITIL change management process to respond to
changingrequirements in an agile manner whilst optimizing business
risk and minimizing theseverity of any disruptions to customers
business processes.
SUPPORT BUSINESS
OUTCOMES
OPTIMIZE CUSTOMER
EXPERIENCE
ENABLE BUSINESS
CHANGE
MANAGE RISK IN LINE
WITH BUSINESS NEEDS
SHOW VALUE
FOR MONEY
CONTINUALLY
IMPROVE
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8/12/2019 ITIL Value Proposition
15/18
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8/12/2019 ITIL Value Proposition
16/18
Why attend ITIL trainings and take exams WHATYOUCANLEARN
2 Take new ideas back to yourworkplace and use best practiceto
help carry these out to facilitatecustomer desired outcomes
3 Reflect on and compare yourown practices away from
youreveryday working environment,gather opinions, suggestions
andfeedback from other professionals
5 Be a part of the internationalcommunity and get advicewhen
needed
6 Be recognized for your expertiseby your peers both inside
andoutside the organization
8 Differentiate your value foremployers with your
experience,expertise and skills
9 Improve your position inthe job market and withcareer
progression
1 Learn how to apply ITIL tools,techniques and concepts
toimprove your efficiencyand effectiveness
4 Learn how to communicatemore effectively by usingcommon
terminology
7 Gain confidence from bestpractices and help to makechange
happen
NEXTPREVIOUS
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY CAPABILITIES
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
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8/12/2019 ITIL Value Proposition
17/18
How you can deliver value to your organization
WHATYOU
CANACHIEVE
1 Identify and focus on the highest value activities
2 Service multiple customers with varying requirementsusing only
limited resources
3 Define, measure and report relevant metricsto help with
fact-based decision making
4 Improve efficiency by automating standardtasks and applying
lean principles to your work
5 Unite teams and processes by understanding
interdependencies and their impact
6 Influence the organizational culture to support
continualimprovement activities
7 Improve communication by encouragingthe use of common
terminology
8 Identify alignment opportunities with the business
byidentifying and understanding the value chain
9 Save costs by centralizing activities and teams using
well-defined fit-for-purpose and fit-for-use processes
10 Be in control by clearly understanding your
processresponsibilities and expected outputs
11 Build trust within the organization by understanding
andaligning stakeholder goals, objectives and incentives
12 Demonstrate business focus by taking a customer
centricapproach to services
ITIL, PRINCE2, MSP, M_o_R, P3M3, P3O, MoP and MoV are registered
trade marks of AXELOS Limited.AXELOS, the AXELOS logo and the
AXELOS swirl logo are trade marks of AXELOS Limited.
NEXTPREVIOUS
MANAGE RISK IN LINE
WITH BUSINESS NEEDSSUPPORT BUSINESS
OUTCOMES
THE ITEMS BELOW ARE ALIGNED TO ALL 6 ITIL KEY CAPABILITIES
OPTIMIZE CUSTOMEREXPERIENCE
ENABLE BUSINESSCHANGE
SHOW VALUEFOR MONEY
CONTINUALLYIMPROVE
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8/12/2019 ITIL Value Proposition
18/18
These statements have been created in cooperation with several
professionals fromthe ITSM industry. We expect the document to
continually evolve, which is why yourfeedback is most welcome.
