ITIL4 Supplier Service Evaluation Report

1. To critically analyse a supplier service within the framework of ITIL4

2. To demonstrate a knowledge and understanding of a range of ITIL4 concepts

3. To apply the service value chain in the analysis of value steams for the value service

4. To develop skills in evaluating supplier-based IT services.

This coursework involves the analysis of an IT service provided by a third party IT supplier using the concepts and frameworks of ITIL4. The report will consider the stakeholder of the service offering and will apply the ITIL4 frameworks of the four dimension,  the guiding  principle and  the service value chain.

 

You will have selected a supplier and an IT service, available and described on the web for your evaluation. Possible services and suppliers are suggested in appendices 2 and 3, but you may select any IT service and supplier. 

You will need to address the organisation, its current progress in digital transformation  and your recommendations and suggestions for future direction in digital transformation.

 

The following is a suggested structure (an example is given in Appendix 1)

 

ITIL4 Supplier Service Evaluation Report 

Service Provider:  Name of supplier, size, locations, range of services and expertise
Service Consumer:
Service Sponsor: 
Service Customer: 
Service User:  

Service Offering: Description of service. Purpose and goal. Properties of service. 
Value  Goods, Access to resources.

Service Outcome: 
Service Risks: 

Four Dimensions of Service Management

The four dimensions refer to the multiple aspects of service management that the consumer’s IT services will have to implement and support in order to deliver the service provided by the IT supplier. 

 

Organisations and People
Information and Technology
Partners and Suppliers

Not just the service provider, but other suppliers of underpinning technology and services. Also training programmes necessary to obtain the outcomes from the service offering. 

Value Streams and Processes

ITIL4 Guiding Principles

For each principle, identify and explore application of principle to service offering.

Focus on value.  
Start where you are  
Progress iteratively with feedback. 

Collaborate and Promote Visibility  
Think and work holistically. 
Keep it simple and practical. 
Optimise and Automate 

Value Streams for Supplier Service Applied to Service Value Chain

Describe three scenarios which require activity flows through service value chain for supplier service.

For each scenario describe the situation and activities and resources required and create a value stream table. 

See Appendix A of  ITIL4 manual  for examples of value streams (p172-177)

Evaluation Summary
Overall evaluation of service offering. 
ITIL Practice concerns

Notes

 

You will need to consider a type of business/ organisation that is adopting the supplier service.

Where possible use diagrams, illustrations and  bullet points. Avoid large blocks of text. Consider the clarity of your expression.

Where you use bullet points, you should write complete sentences; and ensure that bullet points provide enough explanation. 

Make sure you bring critical analysis to bear on your ITIL4 analysis of the IT service offering. 

Avoid defining a term. This has already been done in the ITIL4 Foundation Book. Rather illustrate the concept, dimension or principle through application to your selected service.

Make sure you address the application of each guiding principle, particularly the suggestions provided in the ITIL foundation manual (p39-56)

For overall service value chain, study section 4.5 (p62-69). This is to be used as the substrate for your value streams analysis. Consider different scenarios for your three value streams, these should cover both support and business demanded change (see examples in ITIL4 manual, p172-177) 

Use illustrations where appropriate and consider layout and presentation for readability and interest.