LN: Axelos (2019) — ITIL Foundation: ITIL 4
Bibliographic Reference
Citation: Axelos. (2019). ITIL foundation: ITIL 4 edition. TSO (The Stationery Office). https://www.axelos.com/certifications/itil-service-management
Pass 1 — Bird’s Eye View (5 Cs)
| C | Assessment |
|---|---|
| Category | Professional standard / service management framework |
| Context | ITIL (Information Technology Infrastructure Library) 4th revision. The global standard for IT service management (ITSM), adopted by 90%+ of Fortune 500 companies |
| Correctness | Authoritative — developed by Axelos, owned by the UK Cabinet Office |
| Contributions | (1) Service Value System (SVS); (2) Service Value Chain (6 activities); (3) 34 practices (replacing ITIL v3’s processes); (4) Four Dimensions of Service Management; (5) Integration with Agile, DevOps, and Lean |
| Clarity | Good — updated ITIL 4 is more accessible than ITIL v3; integration with agile is much improved |
Relevance: ⭐⭐⭐⭐
ITIL 4 provides the vocabulary and framework for PUMA’s SmartPMO: incident management (Ticket Triage) is a core ITIL practice. MTTD and MTTR — PUMA’s Stage 5 metrics — are standard ITIL Incident Management KPIs.
Pass 2 — Key Concepts
The Service Value System (SVS)
ITIL 4’s central model: all components work together to co-create value.
Guiding Principles
↓
Governance → Service Value Chain → Practices → Continual Improvement
↑
Opportunity/Demand ──────────────────────────────→ Value
The Service Value Chain (6 Activities)
| Activity | Description | PUMA Mapping |
|---|---|---|
| Plan | Ensure shared direction | Sprint planning (H2 story point estimation) |
| Improve | Continual improvement | PUMA iterative benchmark improvement |
| Engage | Stakeholder interaction | Developer → Jira issue submission |
| Design & Transition | New services/features | Agent model deployment |
| Obtain/Build | Acquire/develop components | Ollama + model pipeline |
| Deliver & Support | Deliver services, resolve incidents | Issue triage (H1) — PUMA Stage 1 |
Incident Management Practice
The most relevant ITIL practice for PUMA:
- Incident: Unplanned interruption or reduction in quality of an IT service
- Triage: Classification of incidents by type, priority, and routing
- SLA: Service Level Agreement — defines target resolution times per priority class
| Priority | ITIL SLA target (typical) | PUMA Mapping |
|---|---|---|
| Critical | Resolve in 1 hour | TP for Critical class |
| High | Resolve in 4 hours | TP for High class |
| Medium | Resolve in 8 hours | TP for Medium class |
| Low | Resolve in 24 hours | TP for Low class |
Correct triage classification directly determines whether SLAs are met. A misclassified Critical issue (classified as Medium) violates SLA by design.
ITIL 4 Guiding Principles (Relevant to PUMA)
| Principle | PUMA Application |
|---|---|
| Focus on value | Triage automation delivers value by reducing MTTD |
| Think and work holistically | SmartPMO integrates triage + estimation + routing |
| Keep it simple and practical | PUMA MVP: triage module only |
| Collaborate and promote visibility | HITL design: PM reviews agent output |
| Optimise and automate | Stage 5: progressively automate routine PM tasks |
PUMA Integration
- Ch.1 Introduction: ITIL 4 as the organisational context for automated incident management
- SmartPMO Stage 5: ITIL Service Value Chain as the framework for automated PM operations
- Metrics: MTTD and MTTR as standard ITIL Incident Management KPIs (defined in PN-Evaluation-Metrics-Comprehensive)
Related Notes
- LN-PMI-2021-PMBOK7 — PMBOK 7 as the project management complement to ITIL’s service management
- PN-Evaluation-Metrics-Comprehensive — MTTD, MTTR definitions
- Smart-PMO-Vision — SmartPMO as an ITIL-aligned automated incident management system
- LN-Incident-Management-AI-2023 — AI-driven incident management survey
- KW-Category2-Project-Management-Smart-PMO — ITIL glossary terms (SLA, MTTD, MTTR)