On the outer shell of the service value system (SVS) are the guiding principles and continual improvement. In order to support successful actions and good decisions, both of these components should be constantly considered at all levels. Guiding principles 1. Focus on value Everything that an organization does should map directly ...
Read More »ITIL v4 (SVS) – Opportunity, demand & value
Key inputs and outputs of the service value system (SVS) are opportunity, demand and value. Everything in the SVS begins with opportunity and demand which trigger activities to produce the creation of value. Not all opportunity or demand entering the system are automatically accepted. In many cases there might be a ...
Read More »ITIL v4 – Service Value System (SVS)
The Service Value System (SVS) is the machine which turns opportunity and demand into value for the organization, customers and it’s stakeholders. The service value system includes the following components, all interconnected, working together to achieve a desired output, creating value (think of all the gears in a watch all interconnected ...
Read More »ITIL v4 – Outcomes, costs, risks, utility & warranty
A service provider should always evaluate their services to create an outcome which meets the needs of their service consumer – There is no point building a service that isn’t fit for use or doesn’t meet the consumers performance expectations. The service provider must also evaluate if the desired outcome ...
Read More »ITILv4 – Service relationships
No longer are business relationships mono-directional (the service consumer distant from the service provider) – To create value, an organization must do more than simply provide a service. It must also cooperate with the consumers in service relationships. Typically both the service provider and service consumer will consume a number of services ...
Read More »ITIL v4 – Resources, products, services & service offerings
Stop thinking about products (goods, resources, actions) as something which are stand-alone offerings by an organization. Products should be seen as a configuration of a organizations resources which are designed to offer value to a consumer. Now start thinking every organization is a service organization. Everything we do in business ...
Read More »ITIL v4 (SVS) – Service Value Chain (SVC)
New to ITIL v4 is the Service Value Chain (SVC), which is at the center of the Service Value System (SVS). It outlines 6 key activities used to respond to demand and facilitate value realization through the creation of products and services. Simply put, it is a bunch of processes ...
Read More »How to use the Gmail API to update Signatures of GSuite users (PHP)
If you’re like me, you are an admin looking at how you can use the Gmail API to update signatures of gsuite users, using server side authorization to save all the fuss of OAuth prompts. The goal is to simply have your server talk to and be able to update ...
Read More »Salesforce Visual Workflow plugin – POST JSON callout to external webservice
Salesforce Visual Workflow has made the life of admins so much easier, with the simplicity to integrate and interconnect business processes without thousands of lines of code. To take this one step further, we’ve put together a plugin which allows you to send data using a plugin from Salesforce Visual ...
Read More »Salesforce Open CTI Lightning with Twilio Tutorial
If you’re reading this then you’ve probably already read the Lightning Open CTI post on the Salesforce developer blog and wondering how the heck get outbound calling working with Twilio and the Salesforce Open CTI call center. Disclaimer: I’m not a Salesforce Lightning dev, and would love for someone to ...
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