{"id":6839,"date":"2019-04-04T09:51:04","date_gmt":"2019-04-04T09:51:04","guid":{"rendered":"http:\/\/www.itsm.hr\/english\/?page_id=6839"},"modified":"2025-09-18T19:04:11","modified_gmt":"2025-09-18T19:04:11","slug":"itil4-overview-itil-4-poster","status":"publish","type":"page","link":"https:\/\/www.itsm.hr\/english\/itil4-overview-itil-4-poster\/","title":{"rendered":"ITIL4 &#8211; Overview-ITIL 4 Poster"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-parallax-none hundred-percent-fullwidth hundred-percent-height hundred-percent-height-center-content non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-image: url(&quot;https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/wsi-imageoptim-ITIL-glavna1-1.jpg&quot;);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:35px;padding-bottom:0px;padding-left:35px;margin-top: 30px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;\" ><div class=\"fusion-fullwidth-center-content\"><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_2_3 2_3 fusion-two-third fusion-column-first\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 4% ) * 0.66666666666667 ) );margin-right: 4%;margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><h1 style=\"text-align: right;\"><span style=\"color: #ffffff;\"><strong>ITIL 4 OVERVIEW &amp; POSTERS<\/strong><\/span><\/h1>\n<\/div><div class=\"fusion-text fusion-text-2\"><h2 style=\"text-align: right;\"><span style=\"color: #ffffff;\">&#8230;high-velocity adventures<br \/>\nin Service Management universe!<\/span><\/h2>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-last\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% ) * 0.33333333333333 ) );margin-top:30px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;border-width: 1px 1px 1px 1px;border-color:#ffffff;border-style:solid;padding: 5px 10px 5px 10px;\"><div class=\"fusion-text fusion-text-3\"><p><span style=\"color: #ffffff;\">\u201cIf everything seems under control, you&#8217;re not going fast enough.\u201d &#8211; Mario Andretti<\/span><\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:10px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-widget-area fusion-widget-area-1 fusion-content-widget-area\"><style type=\"text\/css\">.fusion-widget-area-1 {padding:0px 0px 0px 0px;}.fusion-widget-area-1 .widget h4 {color:#333333;}.fusion-widget-area-1 .widget .heading h4 {color:#333333;}.fusion-widget-area-1 .widget h4 {font-size:16px;}.fusion-widget-area-1 .widget .heading h4 {font-size:16px;}<\/style><div id=\"custom_html-9\" class=\"widget_text widget widget_custom_html\"><div class=\"textwidget custom-html-widget\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-first\" style=\"width:22%; margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_4 1_4 fusion-one-fourth\" style=\"width:22%; margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-align-block\"><style>.fusion-body .fusion-button.button-1{border-color:#ffffff;border-width:1px 1px 1px 1px;border-radius:0px 0px 0px 0px;background:rgba(126,47,50,0);}.fusion-body .fusion-button.button-1 .fusion-button-text,.fusion-body .fusion-button.button-1 i,.fusion-body .fusion-button.button-1:hover .fusion-button-text,.fusion-body .fusion-button.button-1:hover i,.fusion-body .fusion-button.button-1:focus .fusion-button-text,.fusion-body .fusion-button.button-1:focus i,.fusion-body .fusion-button.button-1:active .fusion-button-text,.fusion-body .fusion-button.button-1:active i{color:#ffffff;}.fusion-body .fusion-button.button-1:hover,.fusion-body .fusion-button.button-1:active,.fusion-body .fusion-button.button-1:focus{border-color:#ffffff;border-width:1px 1px 1px 1px;background:#686868;}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-custom button-1 fusion-button-span-yes fusion-button-default-type\" target=\"_self\" href=\"https:\/\/www.itsm.hr\/english\/itil-4-and-itil-4-main-page\/\"><span class=\"fusion-button-text\">ITIL Main page<\/span><\/a><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-5 fusion_builder_column_1_4 1_4 fusion-one-fourth\" style=\"width:22%; margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-align-block\"><style>.fusion-body .fusion-button.button-2{border-color:#ffffff;border-width:1px 1px 1px 1px;border-radius:0px 0px 0px 0px;background:rgba(126,47,50,0);}.fusion-body .fusion-button.button-2 .fusion-button-text,.fusion-body .fusion-button.button-2 i,.fusion-body .fusion-button.button-2:hover .fusion-button-text,.fusion-body .fusion-button.button-2:hover i,.fusion-body .fusion-button.button-2:focus .fusion-button-text,.fusion-body .fusion-button.button-2:focus i,.fusion-body .fusion-button.button-2:active .fusion-button-text,.fusion-body .fusion-button.button-2:active i{color:#ffffff;}.fusion-body .fusion-button.button-2:hover,.fusion-body .fusion-button.button-2:active,.fusion-body .fusion-button.button-2:focus{border-color:#ffffff;border-width:1px 1px 1px 1px;background:#686868;}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-custom button-2 fusion-button-span-yes fusion-button-default-type\" target=\"_self\" href=\"https:\/\/www.itsm.hr\/english\/kontakt\/\"><span class=\"fusion-button-text\">Contact Us<\/span><\/a><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-6 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-last\" style=\"width:22%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-additional-widget-content\"><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-7 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 hundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:35px;padding-bottom:0px;padding-left:35px;margin-top: 30px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-8 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"827\" height=\"317\" title=\"ITIL4_logo\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/ITIL4_logo.png\" alt class=\"img-responsive wp-image-6713\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/ITIL4_logo-200x77.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/ITIL4_logo-400x153.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/ITIL4_logo-600x230.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/ITIL4_logo-800x307.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/ITIL4_logo.png 827w\" sizes=\"(max-width: 800px) 100vw, 827px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:50px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-4\"><h1 style=\"text-align: center;\">ITIL 4 POSTER<\/h1>\n<\/div><div class=\"fusion-text fusion-text-5\"><h1 style=\"text-align: center;\">&#8230;high-velocity adventures in Service Management universe!<\/h1>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-2 hover-type-none\" style=\"max-width:300px;\"><a class=\"fusion-no-lightbox\" href=\"https:\/\/flevy.com\/browse\/business-document\/itil-4-poster-itil-4--2019-itil-4-svs-3832\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-4-Poster-SVS.jpg\" alt class=\"img-responsive\"\/><\/a><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:20px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-aligncenter\"><style>.fusion-body .fusion-button.button-3{border-radius:2px 2px 2px 2px;}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-default button-3 fusion-button-default-span fusion-button-default-type\" target=\"_blank\" rel=\"noopener noreferrer\" href=\"https:\/\/flevy.com\/browse\/business-document\/itil-4-poster-itil-4--2019-itil-4-svs-3832\"><span class=\"fusion-button-text\">BUY POSTER<\/span><\/a><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:50px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-3 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-9 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-6\"><h2 style=\"text-align: center;\">SERVICE MANAGEMENT\u00a0 &amp;\u00a0 ITIL<\/h2>\n<\/div><div class=\"fusion-text fusion-text-7\"><h3 style=\"text-align: center;\">Services are the main way that organizations create value. Today, most services are IT-enabled and IT service management (ITSM) is considered a key strategic capability!<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-10 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-4 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-8\"><h3 style=\"text-align: center;\">SERVICE MANAGEMENT<\/h3>\n<\/div><div class=\"fusion-text fusion-text-9\"><p style=\"text-align: center;\">Service Management is a set of specialized organizational capabilities for enabling value for customers in the form of services.<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-11 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-5 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-10\"><h3 style=\"text-align: center;\">ITIL<\/h3>\n<\/div><div class=\"fusion-text fusion-text-11\"><p style=\"text-align: center;\">ITIL is a collection of best practice recommendations for Service Management and most adopted Service Management framework world wide.<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-12 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-6 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-12\"><h2 style=\"text-align: center;\">WHY ITIL 4?<\/h2>\n<\/div><div class=\"fusion-text fusion-text-13\"><h3 style=\"text-align: center;\">Service management is evolving, and so is ITIL.<\/h3>\n<\/div><div class=\"fusion-text fusion-text-14\"><h3 style=\"text-align: center;\">ITIL 4 (2019) is designed to ensure the system for the effective governance and management of IT-enabled services. It is re-shaping established ITSM practices in the wider context of customer experience, value streams, and digital transformation as well as embracing new ways of working, such as Lean, Agile, and DevOps.<\/h3>\n<\/div><div class=\"fusion-text fusion-text-15\"><h3 style=\"text-align: center;\">ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-7 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-16\"><h2 style=\"text-align: center;\">KEY CONCEPTS OF ITIL 4 ARE&#8230;<\/h2>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-13 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-8 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_4dimensions\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_4dimensions.png\" alt class=\"img-responsive wp-image-6759\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_4dimensions-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_4dimensions.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-17\"><h3 style=\"text-align: center;\">4 DIMENSIONS OF SERVICE MANAGEMENT<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-14 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-9 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_svg 400\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/icon_svg-400.png\" alt class=\"img-responsive wp-image-6927\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/icon_svg-400-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/icon_svg-400.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-18\"><h3 style=\"text-align: center;\">SERVICE VALUE SYSTEM (SVS)<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-5 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-15 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"border-color:#ffffff;border-top-width:25px;\"><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-10 hover-type-none\"><img decoding=\"async\" width=\"827\" height=\"317\" title=\"4-Dimensions-of-Service-Management\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/4-Dimensions-of-Service-Management.png\" alt class=\"img-responsive wp-image-6951\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/4-Dimensions-of-Service-Management-200x77.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/4-Dimensions-of-Service-Management-400x153.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/4-Dimensions-of-Service-Management-600x230.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/4-Dimensions-of-Service-Management-800x307.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/4-Dimensions-of-Service-Management.png 827w\" sizes=\"(max-width: 800px) 100vw, 827px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-19\"><h1 style=\"text-align: center;\">4 DIMENSIONS OF SERVICE MANAGEMENT<\/h1>\n<\/div><div class=\"fusion-text fusion-text-20\"><h1 style=\"text-align: center;\">&#8230;represent relevant\u00a0 Service Management perspectives that should be considered in everything you do!<\/h1>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-6 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-16 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-11 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_4dimensions\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_4dimensions.png\" alt class=\"img-responsive wp-image-6759\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_4dimensions-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_4dimensions.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-21\"><h2 style=\"text-align: center;\">4 DIMENSIONS OF SERVICE MANAGEMENT<\/h2>\n<\/div><div class=\"fusion-text fusion-text-22\"><h3 style=\"text-align: center;\">ITIL 4 outlines four dimensions in ensuring a holistic approach to service management:<\/h3>\n<h3 style=\"text-align: center;\"><\/h3>\n<\/div><div class=\"fusion-text fusion-text-23\"><h3 style=\"text-align: center;\">1. Organisations &amp; People<br \/>\n2. Information &amp; Technology<br \/>\n3. Partners &amp; Suppliers<br \/>\n4. Value Streams &amp; Processes<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-12 hover-type-none\"><img decoding=\"async\" width=\"618\" height=\"434\" title=\"4_dimensions_2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/4_dimensions_2.png\" alt class=\"img-responsive wp-image-6764\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/4_dimensions_2-200x140.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/4_dimensions_2-400x281.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/4_dimensions_2-600x421.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/4_dimensions_2.png 618w\" sizes=\"(max-width: 800px) 100vw, 618px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><style type=\"text\/css\">#accordion-6839-1 .fusion-panel:hover{ border-color: #e0dede } #accordion-6839-1 .fusion-panel { border-color:#e0dede; }.fusion-accordian  #accordion-6839-1 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-6839-1 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-6839-1 .panel-title a{font-size:16px;line-height:1.5;letter-spacing:0px;color:#991524;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-1 .toggle-content{font-size:13px;color:#020202;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-1 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-6839-1 .panel-title a:not(.active):hover, #accordion-6839-1 .fusion-toggle-boxed-mode:hover .panel-title a { color: #9e9e9e;}.fusion-accordian  #accordion-6839-1 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-6839-1 .panel-title a:not(.active):hover .fa-fusion-box { background-color: #9e9e9e!important;border-color: #9e9e9e!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-6839-1\"><style type=\"text\/css\">.fusion-accordian  #accordion-6839-1 .panel-f9c2f8c51a369c6e0 .panel-title a{}.fusion-accordian  #accordion-6839-1 .panel-f9c2f8c51a369c6e0 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-f9c2f8c51a369c6e0\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"f9c2f8c51a369c6e0\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-1\" data-target=\"#f9c2f8c51a369c6e0\" href=\"#f9c2f8c51a369c6e0\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">1. Organisations &amp; People<\/span><\/a><\/h4><\/div><div id=\"f9c2f8c51a369c6e0\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Organization &#8211; Ensuring that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy and operating model.<\/p>\n<p>People (whether customers, employees of suppliers, employees of the service provider, or any other stakeholder in the service relationship) are a key element in this dimension.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-1 .panel-c9eebe9ee300018d0 .panel-title a{}.fusion-accordian  #accordion-6839-1 .panel-c9eebe9ee300018d0 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-c9eebe9ee300018d0\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"c9eebe9ee300018d0\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-1\" data-target=\"#c9eebe9ee300018d0\" href=\"#c9eebe9ee300018d0\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2. Information &amp; Technology<\/span><\/a><\/h4><\/div><div id=\"c9eebe9ee300018d0\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>In the context of a specific IT service, this dimension includes the information created, managed and used in the course of service provision and consumption, and the technologies that support and enable that service.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-1 .panel-05406e1fa50fab939 .panel-title a{}.fusion-accordian  #accordion-6839-1 .panel-05406e1fa50fab939 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-05406e1fa50fab939\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"05406e1fa50fab939\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-1\" data-target=\"#05406e1fa50fab939\" href=\"#05406e1fa50fab939\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">3. Partners &amp; Suppliers<\/span><\/a><\/h4><\/div><div id=\"05406e1fa50fab939\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The partners and suppliers dimension encompasses an organization\u2019s relationships with other organizations that are involved in the design, development, deployment, delivery, support and\/or continual improvement of services. It also incorporates contracts and other agreements between the organization and its partners or suppliers.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-1 .panel-e19b0eb661cbf5253 .panel-title a{}.fusion-accordian  #accordion-6839-1 .panel-e19b0eb661cbf5253 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-e19b0eb661cbf5253\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"e19b0eb661cbf5253\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-1\" data-target=\"#e19b0eb661cbf5253\" href=\"#e19b0eb661cbf5253\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">4. Value Streams &amp; Processes<\/span><\/a><\/h4><\/div><div id=\"e19b0eb661cbf5253\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. The dimension focuses on what activities the organization undertakes, and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-1 .panel-729d3dc324f47eb5e .panel-title a{}.fusion-accordian  #accordion-6839-1 .panel-729d3dc324f47eb5e .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-729d3dc324f47eb5e\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"729d3dc324f47eb5e\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-1\" data-target=\"#729d3dc324f47eb5e\" href=\"#729d3dc324f47eb5e\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">PESTLE<\/span><\/a><\/h4><\/div><div id=\"729d3dc324f47eb5e\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p><b>PESTLE model <\/b>describes factors that constrain or influence how service provider operates.<\/p>\n<p>P &#8211; Political factors<br \/>\nE &#8211; Economical factors<br \/>\nS &#8211; Social factors<br \/>\nT &#8211; Technological factors<br \/>\nL &#8211; Legal factors<br \/>\nE &#8211; Environmental factors<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-24\"><h3 style=\"text-align: center;\">By giving each of the four dimensions an appropriate amount of focus, an organization ensures its Service Value System (SVS) remains balanced and effective.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-13 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_1i\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png\" alt class=\"img-responsive wp-image-7084\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-25\"><h2 style=\"text-align: center;\">WHY VALUE STREAMS?<\/h2>\n<\/div><div class=\"fusion-text fusion-text-26\"><h3 style=\"text-align: center;\">ITIL 2 and ITIL 3 were unintentionally &#8220;process siloed&#8221;.<\/h3>\n<h3 style=\"text-align: center;\">ITIL4 introduces Value streams to improve coordination and integration of activities as well as focus on value co-creation. Identifying and understanding the various value streams an organization has is critical to improving its overall performance.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-7 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-17 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-14 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-27\"><h3 style=\"text-align: center;\">VALUE STREAM<\/h3>\n<\/div><div class=\"fusion-text fusion-text-28\"><p style=\"text-align: center;\">Value stream is a series of steps an organization undertakes to create and deliver products and services to consumers. Value stream is a combination of the organisation&#8217;s value chain activities. Value streams define WHAT you do.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-18 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-15 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-29\"><h3 style=\"text-align: center;\">PROCESS<\/h3>\n<\/div><div class=\"fusion-text fusion-text-30\"><p style=\"text-align: center;\">Process: A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies. Processes define HOW is it done.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-19 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-31\"><h3 style=\"text-align: center;\">Structuring the organization\u2019s activities in the form of value streams allows it to have a clear picture of what it delivers and how, and to make continual improvements to its services.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-8 hundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:35px;padding-bottom:0px;padding-left:35px;margin-top: 30px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-20 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-16 hover-type-none\"><img decoding=\"async\" width=\"827\" height=\"317\" title=\"ITIL Service Value System\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/04\/ITIL-Service-Value-System.png\" alt class=\"img-responsive wp-image-6883\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/04\/ITIL-Service-Value-System-200x77.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/04\/ITIL-Service-Value-System-400x153.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/04\/ITIL-Service-Value-System-600x230.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/04\/ITIL-Service-Value-System-800x307.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/04\/ITIL-Service-Value-System.png 827w\" sizes=\"(max-width: 800px) 100vw, 827px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-32\"><h1 style=\"text-align: center;\">SERVICE VALUE SYSTEM (SVS)<\/h1>\n<\/div><div class=\"fusion-text fusion-text-33\"><h1 style=\"text-align: center;\">&#8230; for service management to function properly, it needs to work as a system.<\/h1>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-9 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-21 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 20px 35px 0px 35px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-17 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_svg 400\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/icon_svg-400.png\" alt class=\"img-responsive wp-image-6927\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/icon_svg-400-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/05\/icon_svg-400.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-34\"><h2 style=\"text-align: center;\">SERVICE VALUE SYSTEM (SVS)<\/h2>\n<\/div><div class=\"fusion-text fusion-text-35\"><h3 style=\"text-align: center;\">ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-18 hover-type-none\"><img decoding=\"async\" width=\"960\" height=\"689\" title=\"service_value_system\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_system.png\" alt class=\"img-responsive wp-image-6777\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_system-200x144.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_system-400x287.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_system-600x431.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_system-800x574.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_system.png 960w\" sizes=\"(max-width: 800px) 100vw, 960px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><style type=\"text\/css\">#accordion-6839-2 .fusion-panel:hover{ border-color: #e0dede } #accordion-6839-2 .fusion-panel { border-color:#e0dede; }.fusion-accordian  #accordion-6839-2 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-6839-2 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-6839-2 .panel-title a{font-size:16px;line-height:1.5;letter-spacing:0px;color:#991524;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-2 .toggle-content{font-size:13px;color:#020202;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-2 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-6839-2 .panel-title a:not(.active):hover, #accordion-6839-2 .fusion-toggle-boxed-mode:hover .panel-title a { color: #9e9e9e;}.fusion-accordian  #accordion-6839-2 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-6839-2 .panel-title a:not(.active):hover .fa-fusion-box { background-color: #9e9e9e!important;border-color: #9e9e9e!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-6839-2\"><style type=\"text\/css\">.fusion-accordian  #accordion-6839-2 .panel-13185e9702433866b .panel-title a{}.fusion-accordian  #accordion-6839-2 .panel-13185e9702433866b .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-13185e9702433866b\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"13185e9702433866b\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-2\" data-target=\"#13185e9702433866b\" href=\"#13185e9702433866b\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Guiding principles<\/span><\/a><\/h4><\/div><div id=\"13185e9702433866b\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Guiding principles: Recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-2 .panel-6a164be1c726b4aeb .panel-title a{}.fusion-accordian  #accordion-6839-2 .panel-6a164be1c726b4aeb .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-6a164be1c726b4aeb\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"6a164be1c726b4aeb\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-2\" data-target=\"#6a164be1c726b4aeb\" href=\"#6a164be1c726b4aeb\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Governance<\/span><\/a><\/h4><\/div><div id=\"6a164be1c726b4aeb\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Governance: The means by which an organization is directed and controlled.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-2 .panel-c27dd7f307e954229 .panel-title a{}.fusion-accordian  #accordion-6839-2 .panel-c27dd7f307e954229 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-c27dd7f307e954229\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"c27dd7f307e954229\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-2\" data-target=\"#c27dd7f307e954229\" href=\"#c27dd7f307e954229\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service value chain<\/span><\/a><\/h4><\/div><div id=\"c27dd7f307e954229\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Service value chain: A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-2 .panel-6f52acaacc90cb4ea .panel-title a{}.fusion-accordian  #accordion-6839-2 .panel-6f52acaacc90cb4ea .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-6f52acaacc90cb4ea\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"6f52acaacc90cb4ea\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-2\" data-target=\"#6f52acaacc90cb4ea\" href=\"#6f52acaacc90cb4ea\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Practices<\/span><\/a><\/h4><\/div><div id=\"6f52acaacc90cb4ea\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Practices: Sets of organizational resources designed for performing work or accomplishing an objective.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-2 .panel-ff570d785b56c4dc6 .panel-title a{}.fusion-accordian  #accordion-6839-2 .panel-ff570d785b56c4dc6 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-ff570d785b56c4dc6\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"ff570d785b56c4dc6\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-2\" data-target=\"#ff570d785b56c4dc6\" href=\"#ff570d785b56c4dc6\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Continual improvement<\/span><\/a><\/h4><\/div><div id=\"ff570d785b56c4dc6\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Continual improvement: A recurring organizational activity performed at all levels to ensure that an organization\u2019s performance continually meets stakeholders\u2019 expectations.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-10 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-22 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 20px 35px 0px 35px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;width:100%;\"><div class=\"fusion-separator-border sep-single sep-solid\" style=\"border-color:#ffffff;border-top-width:25px;\"><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-19 hover-type-none\"><img decoding=\"async\" width=\"827\" height=\"317\" title=\"ITIL-Service-Value-System4\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-Service-Value-System4.png\" alt class=\"img-responsive wp-image-7076\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-Service-Value-System4-200x77.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-Service-Value-System4-400x153.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-Service-Value-System4-600x230.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-Service-Value-System4-800x307.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-Service-Value-System4.png 827w\" sizes=\"(max-width: 800px) 100vw, 827px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-36\"><h1 style=\"text-align: center;\">SERVICE VALUE SYSTEM (SVS) &#8211; more deatiled<\/h1>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-37\"><h2 style=\"text-align: center;\">&#8230; from OPPORTUNITY\/ DEMAND to VALUE &#8230;<\/h2>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:15px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-23 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-first\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-20 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_opportunity\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_opportunity.png\" alt class=\"img-responsive wp-image-6784\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_opportunity-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_opportunity.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-38\"><p style=\"text-align: center;\">OPPORTUNITY &amp; DEMAND<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-24 fusion_builder_column_1_3 1_3 fusion-one-third\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-21 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_product\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_product.png\" alt class=\"img-responsive wp-image-6818\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_product-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_product.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-39\"><p style=\"text-align: center;\">PRODUCTS &amp; SERVICES<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-25 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-last\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-22 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_value\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_value.png\" alt class=\"img-responsive wp-image-6823\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_value-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_value.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-40\"><p style=\"text-align: center;\">VALUE<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-26 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 20px 35px 0px 35px;\"><div class=\"fusion-text fusion-text-41\"><h3 style=\"text-align: center;\">ITIL Service Value System (SVS) enables organizations&#8217; &#8220;journey&#8221;<br \/>\nfrom OPPORTUNITY\/ DEMAND to achievement of organizational objectives, delivery of SERVICES and finally VALUE co-creation for stakeholders&#8230;<\/h3>\n<\/div><div class=\"fusion-text fusion-text-42\"><h3 style=\"text-align: center;\">&#8230; and in order to make this &#8220;journey&#8221; a successful one, all SVS COMPONENTS must work as a system!&#8230;<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-43\"><h2 style=\"text-align: center;\">SVS COMPONENTS<\/h2>\n<h2><\/h2>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-27 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-first\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% + 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-23 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_guiding_principles\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_guiding_principles.png\" alt class=\"img-responsive wp-image-6790\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_guiding_principles-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_guiding_principles.png 400w\" sizes=\"(max-width: 800px) 100vw, 200px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:15px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-44\"><p style=\"text-align: center;\">GUIDING PRINCIPLES<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-28 fusion_builder_column_1_5 1_5 fusion-one-fifth\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% + 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-24 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icons_governance\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icons_governance.png\" alt class=\"img-responsive wp-image-6794\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icons_governance-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icons_governance.png 400w\" sizes=\"(max-width: 800px) 100vw, 200px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:15px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-45\"><p style=\"text-align: center;\">GOVERNANCE<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-29 fusion_builder_column_1_5 1_5 fusion-one-fifth\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% + 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-25 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_service_value\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_service_value.png\" alt class=\"img-responsive wp-image-6797\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_service_value-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_service_value.png 400w\" sizes=\"(max-width: 800px) 100vw, 200px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:15px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-46\"><p style=\"text-align: center;\">SERVICE VALUE CHAIN<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-30 fusion_builder_column_1_5 1_5 fusion-one-fifth\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% + 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-26 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_practices\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_practices.png\" alt class=\"img-responsive wp-image-6805\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_practices-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_practices.png 400w\" sizes=\"(max-width: 800px) 100vw, 200px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:15px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-47\"><p style=\"text-align: center;\">PRACTICES<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-31 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-last\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% + 4% + 4% ) * 0.2 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-27 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_continual\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_continual.png\" alt class=\"img-responsive wp-image-6811\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_continual-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_continual.png 400w\" sizes=\"(max-width: 800px) 100vw, 200px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:15px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-48\"><p style=\"text-align: center;\">CONTINUAL IMPROVEMENT<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-32 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 20px 35px 0px 35px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-11 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-33 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-28 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-29 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_opportunity\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_opportunity.png\" alt class=\"img-responsive wp-image-6784\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_opportunity-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_opportunity.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-34 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-49\"><h2 style=\"text-align: center;\">OPPORTUNITY &amp; DEMAND<\/h2>\n<\/div><div class=\"fusion-text fusion-text-50\"><h3 style=\"text-align: center;\">Opportunity and Demand trigger activities within the ITIL SVS, and these activities lead to the creation of value.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-35 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-first\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-36 fusion_builder_column_3_5 3_5 fusion-three-fifth\" style=\"width:60%;width:calc(60% - ( ( 4% + 4% ) * 0.6 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-30 hover-type-none\"><img decoding=\"async\" width=\"335\" height=\"284\" title=\"opportunity_demand\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/opportunity_demand.png\" alt class=\"img-responsive wp-image-6785\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/opportunity_demand-200x170.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/opportunity_demand.png 335w\" sizes=\"(max-width: 800px) 100vw, 335px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-37 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-last\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-38 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-31 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-51\"><h3 style=\"text-align: center;\">OPPORTUNITY<\/h3>\n<\/div><div class=\"fusion-text fusion-text-52\"><p style=\"text-align: center;\">Opportunities are options or possibilities to add value for stakeholders or otherwise improve the organization.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-39 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-32 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-53\"><h3 style=\"text-align: center;\">DEMAND<\/h3>\n<\/div><div class=\"fusion-text fusion-text-54\"><p style=\"text-align: center;\">Demand is a need or desire for products and services among internal and external consumers.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-12 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-40 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-33 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_1i\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png\" alt class=\"img-responsive wp-image-7084\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-41 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-34 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_guiding_principles\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_guiding_principles.png\" alt class=\"img-responsive wp-image-6790\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_guiding_principles-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_guiding_principles.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-42 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-55\"><h2 style=\"text-align: center;\">GUIDING PRINCIPLES<\/h2>\n<\/div><div class=\"fusion-text fusion-text-56\"><h3 style=\"text-align: center;\">Guiding Principles are recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-57\"><h2 style=\"text-align: center;\">ITIL GUIDING PRINCIPLES<\/h2>\n<\/div><div class=\"fusion-text fusion-text-58\"><h3 style=\"text-align: center;\">&#8230;guide organization\u2019s decisions and actions and ensure a shared understanding and common approach to service management across the organization.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-43 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-35 hover-type-none\"><img decoding=\"async\" width=\"390\" height=\"452\" title=\"guiding_principles\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/guiding_principles.png\" alt class=\"img-responsive wp-image-6791\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/guiding_principles-200x232.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/guiding_principles.png 390w\" sizes=\"(max-width: 800px) 100vw, 390px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-44 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 4% + 4% ) * 0.16666666666667 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-45 fusion_builder_column_2_3 2_3 fusion-two-third\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 4% + 4% ) * 0.66666666666667 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-36 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><style type=\"text\/css\"><\/style><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-one\" style=\"margin-top:0px;margin-right:0px;margin-bottom:31px;margin-left:0px;\"><h1 class=\"title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:25;line-height:1.4;\"><h3 style=\"text-align: center;\">7 GUIDING PRINCIPLES<\/h3><\/h1><\/div><style type=\"text\/css\">#accordion-6839-3 .fusion-panel:hover{ border-color: #e0dede } #accordion-6839-3 .fusion-panel { border-color:#e0dede; }.fusion-accordian  #accordion-6839-3 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-6839-3 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-6839-3 .panel-title a{font-size:16px;line-height:1.5;letter-spacing:0px;color:#991524;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-3 .toggle-content{font-size:13px;color:#020202;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-3 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-6839-3 .panel-title a:not(.active):hover, #accordion-6839-3 .fusion-toggle-boxed-mode:hover .panel-title a { color: #9e9e9e;}.fusion-accordian  #accordion-6839-3 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-6839-3 .panel-title a:not(.active):hover .fa-fusion-box { background-color: #9e9e9e!important;border-color: #9e9e9e!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-6839-3\"><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-c5dfe4da40191bf38 .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-c5dfe4da40191bf38 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-c5dfe4da40191bf38 fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"c5dfe4da40191bf38\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#c5dfe4da40191bf38\" href=\"#c5dfe4da40191bf38\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">1. Focus on value<\/span><\/a><\/h4><\/div><div id=\"c5dfe4da40191bf38\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders.\u00a0 The focus on value principle encompasses many perspectives, including the experiences of customers and users.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-09bea9287aa3cefde .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-09bea9287aa3cefde .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-09bea9287aa3cefde fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"09bea9287aa3cefde\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#09bea9287aa3cefde\" href=\"#09bea9287aa3cefde\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">2. Start where you are<\/span><\/a><\/h4><\/div><div id=\"09bea9287aa3cefde\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Do not start from scratch and build something new without considering what is already available to be leveraged. There is likely to be a great deal in the current services, processes, programs, projects and people that can be used to create the desired outcome.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-1f92ee7942f6cd861 .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-1f92ee7942f6cd861 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-1f92ee7942f6cd861 fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"1f92ee7942f6cd861\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#1f92ee7942f6cd861\" href=\"#1f92ee7942f6cd861\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">3. Progress iteratively with feedback <\/span><\/a><\/h4><\/div><div id=\"1f92ee7942f6cd861\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each goal.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-bc36ac0e44e59fb12 .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-bc36ac0e44e59fb12 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-bc36ac0e44e59fb12 fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"bc36ac0e44e59fb12\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#bc36ac0e44e59fb12\" href=\"#bc36ac0e44e59fb12\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">4. Collaborate and promote visibility<\/span><\/a><\/h4><\/div><div id=\"bc36ac0e44e59fb12\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Working together across boundaries produces results that have greater buy-in, more relevance to objectives and better likelihood of long-term success.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-cd7f9b265aea76c7f .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-cd7f9b265aea76c7f .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-cd7f9b265aea76c7f fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"cd7f9b265aea76c7f\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#cd7f9b265aea76c7f\" href=\"#cd7f9b265aea76c7f\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">5. Think and work holistically<\/span><\/a><\/h4><\/div><div id=\"cd7f9b265aea76c7f\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The outcomes achieved by the service provider and service consumer will suffer unless the organization works on the service as a whole, not just on it&#8217;s parts.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-ec8087c851dbe93bb .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-ec8087c851dbe93bb .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-ec8087c851dbe93bb fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"ec8087c851dbe93bb\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#ec8087c851dbe93bb\" href=\"#ec8087c851dbe93bb\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">6. Keep it simple and practical<\/span><\/a><\/h4><\/div><div id=\"ec8087c851dbe93bb\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>If a process, service, action or metric provides no value, or produces no useful outcome, eliminate it.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-3 .panel-ca4f0a5b799906b1a .panel-title a{}.fusion-accordian  #accordion-6839-3 .panel-ca4f0a5b799906b1a .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-ca4f0a5b799906b1a fusion-toggle-no-divider\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"ca4f0a5b799906b1a\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-3\" data-target=\"#ca4f0a5b799906b1a\" href=\"#ca4f0a5b799906b1a\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">7. Optimize and automate<\/span><\/a><\/h4><\/div><div id=\"ca4f0a5b799906b1a\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>Resources of all types, particularly human resources (HR), should be used to their best effect. Eliminate anything that is truly wasteful and use technology to achieve whatever it is capable of.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-46 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-last\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 4% + 4% ) * 0.16666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-47 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-59\"><p style=\"text-align: center;\">GUIDING PRINCIPLES&#8230;<\/p>\n<p style=\"text-align: center;\">&#8230; guide organizations as they ADOPT a service management approach.<\/p>\n<p style=\"text-align: center;\">&#8230; guide organization as they ADAPT ITIL guidance to their own specific needs and circumstances.<\/p>\n<p style=\"text-align: center;\">&#8230; encourage and support organizations in CONTINUAL IMPROVEMENT at all levels.<\/p>\n<p style=\"text-align: center;\">&#8230; allow organizations to effectively INTEGRATE THE USE OF MULTIPLE METHODS into an overall approach to service management.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-13 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-48 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-37 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-38 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icons_governance\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icons_governance.png\" alt class=\"img-responsive wp-image-6794\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icons_governance-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icons_governance.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-49 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-60\"><h2 style=\"text-align: center;\">GOVERNANCE<\/h2>\n<\/div><div class=\"fusion-text fusion-text-61\"><h3 style=\"text-align: center;\">Organizational governance is a system by which an organization is directed and controlled.<\/h3>\n<h3 style=\"text-align: center;\">Governance is realized though the activities: Evaluate, Direct, Monitor that enable organizations to continually align their operations with the strategic direction set by the governing body.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-50 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-first\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-51 fusion_builder_column_3_5 3_5 fusion-three-fifth\" style=\"width:60%;width:calc(60% - ( ( 4% + 4% ) * 0.6 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-39 hover-type-none\"><img decoding=\"async\" width=\"412\" height=\"356\" title=\"governance\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/governance.png\" alt class=\"img-responsive wp-image-6795\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/governance-200x173.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/governance-400x346.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/governance.png 412w\" sizes=\"(max-width: 800px) 100vw, 412px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-52 fusion_builder_column_1_5 1_5 fusion-one-fifth fusion-column-last\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-53 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-first\" style=\"width:25%;width:calc(25% - ( ( 4% + 4% ) * 0.25 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-54 fusion_builder_column_1_2 1_2 fusion-one-half\" style=\"width:50%;width:calc(50% - ( ( 4% + 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-40 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-62\"><h3 style=\"text-align: center;\">GOVERNING BODY<\/h3>\n<\/div><div class=\"fusion-text fusion-text-63\"><p style=\"text-align: center;\">Governing body is a person or group of people who are accountable at the highest level for the performance and compliance of the organization.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-55 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-last\" style=\"width:25%;width:calc(25% - ( ( 4% + 4% ) * 0.25 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-14 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-56 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-41 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_1i\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png\" alt class=\"img-responsive wp-image-7084\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-42 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_service_value\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_service_value.png\" alt class=\"img-responsive wp-image-6797\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_service_value-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_service_value.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-57 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-64\"><h2 style=\"text-align: center;\">SERVICE VALUE CHAIN<\/h2>\n<\/div><div class=\"fusion-text fusion-text-65\"><h3 style=\"text-align: center;\">Service value chain is an operating model which outlines the key activities required to respond to demand and facilitate value creation through the creation and management of products and services.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-43 hover-type-none\"><img decoding=\"async\" width=\"780\" height=\"385\" title=\"service_value_chain\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_chain.png\" alt class=\"img-responsive wp-image-6798\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_chain-200x99.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_chain-400x197.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_chain-600x296.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/service_value_chain.png 780w\" sizes=\"(max-width: 800px) 100vw, 780px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-66\"><h3 style=\"text-align: center;\">ITIL service value chain includes six value chain activities.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-58 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-44 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-67\"><h3 style=\"text-align: center;\">SERVICE VALUE CHAIN ACTIVITIES<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-59 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-first\" style=\"width:40%;width:calc(40% - ( ( 4% + 4% ) * 0.4 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-68\"><p style=\"text-align: center;\"><strong>PLAN<\/strong><br \/>\nensures a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services across the organization.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-60 fusion_builder_column_1_5 1_5 fusion-one-fifth\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-45 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-61 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-last\" style=\"width:40%;width:calc(40% - ( ( 4% + 4% ) * 0.4 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-69\"><p style=\"text-align: center;\"><strong>IMPROVE<\/strong><br \/>\nensures continual improvement of products, services and practices across all value chain activities and the four dimensions of service management.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-62 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-first\" style=\"width:40%;width:calc(40% - ( ( 4% + 4% ) * 0.4 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-70\"><p style=\"text-align: center;\"><strong>ENGAGE<\/strong><br \/>\nprovides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-63 fusion_builder_column_1_5 1_5 fusion-one-fifth\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-46 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-64 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-last\" style=\"width:40%;width:calc(40% - ( ( 4% + 4% ) * 0.4 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-71\"><p style=\"text-align: center;\"><strong>DESIGN &amp; TRANSITION<\/strong><br \/>\nensures that products and services continually meet stakeholder expectations for quality, costs and time-to-market.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-65 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-first\" style=\"width:40%;width:calc(40% - ( ( 4% + 4% ) * 0.4 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-72\"><p style=\"text-align: center;\"><strong>OBTAIN\/BUILD<\/strong><br \/>\nensures that service components are available when and where they are needed, and meet agreed specifications.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-66 fusion_builder_column_1_5 1_5 fusion-one-fifth\" style=\"width:20%;width:calc(20% - ( ( 4% + 4% ) * 0.2 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-47 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-67 fusion_builder_column_2_5 2_5 fusion-two-fifth fusion-column-last\" style=\"width:40%;width:calc(40% - ( ( 4% + 4% ) * 0.4 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-73\"><p style=\"text-align: center;\"><strong>DELIVER &amp; SUPPORT<\/strong><br \/>\nensures that services are delivered and supported according to agreed specifications and stakeholders\u2019 expectations.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-68 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-74\"><h3 style=\"text-align: center;\">Each activity may draw upon internal or third party resources, processes, skills and competencies from one or more practices\u2026.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-15 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center top;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-69 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-48 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-49 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_practices\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_practices.png\" alt class=\"img-responsive wp-image-6805\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_practices-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_practices.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-70 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-75\"><h2 style=\"text-align: center;\">PRACTICES<\/h2>\n<\/div><div class=\"fusion-text fusion-text-76\"><h3 style=\"text-align: center;\">Sets of organizational resources designed for performing work or accomplishing an objective. These resources are grouped into the four dimensions of service management.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-50 hover-type-none\"><img decoding=\"async\" width=\"853\" height=\"463\" title=\"practices\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/practices.png\" alt class=\"img-responsive wp-image-6808\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/practices-200x109.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/practices-400x217.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/practices-600x326.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/practices-800x434.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/practices.png 853w\" sizes=\"(max-width: 800px) 100vw, 853px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-71 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-first\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-51 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-77\"><h3 style=\"text-align: center;\">GENERAL MANAGEMENT PRACTICES<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><style type=\"text\/css\">#accordion-6839-4 .fusion-panel:hover{ border-color: #e0dede } #accordion-6839-4 .fusion-panel { border-color:#e0dede; }.fusion-accordian  #accordion-6839-4 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-6839-4 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-6839-4 .panel-title a{font-size:16px;line-height:1.5;letter-spacing:0px;color:#991524;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-4 .toggle-content{font-size:13px;color:#020202;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-4 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-6839-4 .panel-title a:not(.active):hover, #accordion-6839-4 .fusion-toggle-boxed-mode:hover .panel-title a { color: #9e9e9e;}.fusion-accordian  #accordion-6839-4 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-6839-4 .panel-title a:not(.active):hover .fa-fusion-box { background-color: #9e9e9e!important;border-color: #9e9e9e!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-6839-4\"><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-0c063804e75b20554 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-0c063804e75b20554 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-0c063804e75b20554\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"0c063804e75b20554\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#0c063804e75b20554\" href=\"#0c063804e75b20554\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Architecture Management<\/span><\/a><\/h4><\/div><div id=\"0c063804e75b20554\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the architecture management practice is to provide an understanding of all the different elements that make up an organization and how those elements interrelate.<\/p>\n<p>This supports the organization in effectively achieving its current and future objectives. These elements span all architecture domains: business, service, information, technology, and the environment. Architecture management provides the principles, standards and tools that enable an organization to manage complex change in a structured and agile way to execute its strategy.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-c0d3d685a2500fb5b .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-c0d3d685a2500fb5b .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-c0d3d685a2500fb5b\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"c0d3d685a2500fb5b\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#c0d3d685a2500fb5b\" href=\"#c0d3d685a2500fb5b\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Continual Improvement<\/span><\/a><\/h4><\/div><div id=\"c0d3d685a2500fb5b\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the continual improvement practice is to align the organization\u2019s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-7de27fd5b9538e657 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-7de27fd5b9538e657 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-7de27fd5b9538e657\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"7de27fd5b9538e657\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#7de27fd5b9538e657\" href=\"#7de27fd5b9538e657\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Information Security Management<\/span><\/a><\/h4><\/div><div id=\"7de27fd5b9538e657\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the information security management practice is to protect the information needed by the organization to conduct its business.<\/p>\n<p>This includes understanding and managing risks to the confidentiality, integrity and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be), and non-repudiation (ensuring that someone can\u2019t deny that they took an action).<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-d72691a2efe1cb677 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-d72691a2efe1cb677 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-d72691a2efe1cb677\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"d72691a2efe1cb677\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#d72691a2efe1cb677\" href=\"#d72691a2efe1cb677\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Knowledge Management<\/span><\/a><\/h4><\/div><div id=\"d72691a2efe1cb677\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the knowledge management practice is to maintain and improve the effective, efficient and convenient use of information and knowledge across the organization.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-98292c5c76b03701a .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-98292c5c76b03701a .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-98292c5c76b03701a\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"98292c5c76b03701a\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#98292c5c76b03701a\" href=\"#98292c5c76b03701a\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Measurement and Reporting<\/span><\/a><\/h4><\/div><div id=\"98292c5c76b03701a\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the measurement and reporting practice is to support good decision &#8211; making and continual improvement by decreasing levels of uncertainty. This is achieved through the collection of relevant data on various managed objects and the valid assessment of this data in an appropriate context. Managed objects include, but are not limited to, products and services, practices and value chain activities, teams and individuals, suppliers and partners, and the organization as a whole.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-1ef06534f58617c3c .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-1ef06534f58617c3c .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-1ef06534f58617c3c\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"1ef06534f58617c3c\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#1ef06534f58617c3c\" href=\"#1ef06534f58617c3c\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Organisational Change Management <\/span><\/a><\/h4><\/div><div id=\"1ef06534f58617c3c\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the organizational change management practice is to ensure that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-5e2acff90c1c610c5 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-5e2acff90c1c610c5 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-5e2acff90c1c610c5\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"5e2acff90c1c610c5\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#5e2acff90c1c610c5\" href=\"#5e2acff90c1c610c5\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Portfolio Management<\/span><\/a><\/h4><\/div><div id=\"5e2acff90c1c610c5\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the portfolio management practice is to ensure that the organization has the right mix of programmes, projects, products and services, to execute the organization\u2019s strategy within its funding and resource constraints.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-bd93a4d7c129b6bdb .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-bd93a4d7c129b6bdb .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-bd93a4d7c129b6bdb\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"bd93a4d7c129b6bdb\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#bd93a4d7c129b6bdb\" href=\"#bd93a4d7c129b6bdb\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Project Management<\/span><\/a><\/h4><\/div><div id=\"bd93a4d7c129b6bdb\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the project management practice is to ensure that all projects in the organization are successfully delivered. This is achieved by planning, delegating, monitoring and maintaining control of all aspects of a project, and keeping the motivation of those involved.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-0cbcdc52c849b37b9 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-0cbcdc52c849b37b9 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-0cbcdc52c849b37b9\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"0cbcdc52c849b37b9\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#0cbcdc52c849b37b9\" href=\"#0cbcdc52c849b37b9\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Relationship Management<\/span><\/a><\/h4><\/div><div id=\"0cbcdc52c849b37b9\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring and continual improvement of relationships with and between stakeholders.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-d7ad7a007dd6ff96f .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-d7ad7a007dd6ff96f .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-d7ad7a007dd6ff96f\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"d7ad7a007dd6ff96f\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#d7ad7a007dd6ff96f\" href=\"#d7ad7a007dd6ff96f\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Risk Management<\/span><\/a><\/h4><\/div><div id=\"d7ad7a007dd6ff96f\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the risk management practice is to ensure that the organization understands and effectively handles risks.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-801d8aa789793978d .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-801d8aa789793978d .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-801d8aa789793978d\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"801d8aa789793978d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#801d8aa789793978d\" href=\"#801d8aa789793978d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Financial Management<\/span><\/a><\/h4><\/div><div id=\"801d8aa789793978d\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service financial management practice is to support the organization\u2019s strategies and plans for service management by ensuring that organization\u2019s financial resources and investments are being used effectively.<\/p>\n<p>Service financial management supports decision making by the governing body and management of the organization regarding where to best allocate financial resources and provides visibility into the budgeting, costing, accounting activities related to the products and services.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-e5608df8ee789b796 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-e5608df8ee789b796 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-e5608df8ee789b796\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"e5608df8ee789b796\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#e5608df8ee789b796\" href=\"#e5608df8ee789b796\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Strategy Management<\/span><\/a><\/h4><\/div><div id=\"e5608df8ee789b796\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the strategy management practice is to formulate the goals of the organization and adopt the courses of action and allocation of resources necessary for carrying out those goals. Strategy establishes the organization&#8217;s direction, focuses effort, defines or clarifies the organization&#8217;s priorities, and provides consistency or guidance in response to the environment.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-e8a1d705fd6e062a7 .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-e8a1d705fd6e062a7 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-e8a1d705fd6e062a7\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"e8a1d705fd6e062a7\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#e8a1d705fd6e062a7\" href=\"#e8a1d705fd6e062a7\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Supplier Management<\/span><\/a><\/h4><\/div><div id=\"e8a1d705fd6e062a7\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the supplier management practice is to ensure that the organization\u2019s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services. This can include creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce risk of failure.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-4 .panel-49f900a0c1c891a2c .panel-title a{}.fusion-accordian  #accordion-6839-4 .panel-49f900a0c1c891a2c .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-49f900a0c1c891a2c\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"49f900a0c1c891a2c\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-4\" data-target=\"#49f900a0c1c891a2c\" href=\"#49f900a0c1c891a2c\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Workforce and talent management<\/span><\/a><\/h4><\/div><div id=\"49f900a0c1c891a2c\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the workforce and talent management practice is to ensure that the organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives. The practice covers a broad set of activities focused on successfully engaging with the organization\u2019s employees and people resources including planning, recruitment, on-boarding, learning and development, performance measurement and succession planning.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-72 fusion_builder_column_1_3 1_3 fusion-one-third\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-52 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-78\"><h3 style=\"text-align: center;\">SERVICE MANAGEMENT PRACTICES<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><style type=\"text\/css\">#accordion-6839-5 .fusion-panel:hover{ border-color: #e0dede } #accordion-6839-5 .fusion-panel { border-color:#e0dede; }.fusion-accordian  #accordion-6839-5 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-6839-5 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-6839-5 .panel-title a{font-size:16px;line-height:1.5;letter-spacing:0px;color:#991524;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-5 .toggle-content{font-size:13px;color:#020202;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-5 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-6839-5 .panel-title a:not(.active):hover, #accordion-6839-5 .fusion-toggle-boxed-mode:hover .panel-title a { color: #9e9e9e;}.fusion-accordian  #accordion-6839-5 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-6839-5 .panel-title a:not(.active):hover .fa-fusion-box { background-color: #9e9e9e!important;border-color: #9e9e9e!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-6839-5\"><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-fa8afe65fbd8d4ba4 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-fa8afe65fbd8d4ba4 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-fa8afe65fbd8d4ba4\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"fa8afe65fbd8d4ba4\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#fa8afe65fbd8d4ba4\" href=\"#fa8afe65fbd8d4ba4\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Availability Management <\/span><\/a><\/h4><\/div><div id=\"fa8afe65fbd8d4ba4\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the availability management practice is to ensure that services deliver agreed levels of availability to meet the needs of customers and users.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-1446ef2a8ab7e9edd .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-1446ef2a8ab7e9edd .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-1446ef2a8ab7e9edd\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"1446ef2a8ab7e9edd\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#1446ef2a8ab7e9edd\" href=\"#1446ef2a8ab7e9edd\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Business Analysis<\/span><\/a><\/h4><\/div><div id=\"1446ef2a8ab7e9edd\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the business analysis practice is to analyze a business or some element of a business, define its associated business needs and recommend solutions to address these needs and\/or solve a business problem, which must facilitate value creation for stakeholders. Business analysis enables an organization to communicate its needs in a meaningful way, express the rationale for change, and design and describe solutions that can enable value creation in alignment with the organization\u2019s objectives.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-dc5d312c33ba74bb7 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-dc5d312c33ba74bb7 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-dc5d312c33ba74bb7\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"dc5d312c33ba74bb7\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#dc5d312c33ba74bb7\" href=\"#dc5d312c33ba74bb7\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Capacity and performance management<\/span><\/a><\/h4><\/div><div id=\"dc5d312c33ba74bb7\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the capacity and performance management practice is to ensure that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-af7b02ff97a6a976d .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-af7b02ff97a6a976d .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-af7b02ff97a6a976d\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"af7b02ff97a6a976d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#af7b02ff97a6a976d\" href=\"#af7b02ff97a6a976d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Change Control<\/span><\/a><\/h4><\/div><div id=\"af7b02ff97a6a976d\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the change control practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-e2f215dc9f87cf8e1 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-e2f215dc9f87cf8e1 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-e2f215dc9f87cf8e1\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"e2f215dc9f87cf8e1\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#e2f215dc9f87cf8e1\" href=\"#e2f215dc9f87cf8e1\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Incident Management<\/span><\/a><\/h4><\/div><div id=\"e2f215dc9f87cf8e1\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-f0a76916e7f6e0d55 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-f0a76916e7f6e0d55 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-f0a76916e7f6e0d55\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"f0a76916e7f6e0d55\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#f0a76916e7f6e0d55\" href=\"#f0a76916e7f6e0d55\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">IT Asset Management<\/span><\/a><\/h4><\/div><div id=\"f0a76916e7f6e0d55\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization:<\/p>\n<ul>\n<li>Maximize value<\/li>\n<li>Control costs<\/li>\n<li>Manage risks<\/li>\n<li>Support decision-making about purchase, reuse and retirement of assets<\/li>\n<li>Meet regulatory and contractual requirements.<\/li>\n<\/ul>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-25b74360cf3b77c99 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-25b74360cf3b77c99 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-25b74360cf3b77c99\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"25b74360cf3b77c99\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#25b74360cf3b77c99\" href=\"#25b74360cf3b77c99\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Monitoring and event management<\/span><\/a><\/h4><\/div><div id=\"25b74360cf3b77c99\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritises infrastructure, services, business processes and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-f9490ff961175eed3 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-f9490ff961175eed3 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-f9490ff961175eed3\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"f9490ff961175eed3\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#f9490ff961175eed3\" href=\"#f9490ff961175eed3\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Problem Management<\/span><\/a><\/h4><\/div><div id=\"f9490ff961175eed3\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-14077ee52f9c8ffc9 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-14077ee52f9c8ffc9 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-14077ee52f9c8ffc9\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"14077ee52f9c8ffc9\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#14077ee52f9c8ffc9\" href=\"#14077ee52f9c8ffc9\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Release Management<\/span><\/a><\/h4><\/div><div id=\"14077ee52f9c8ffc9\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the release management practice is to make new and changed services and features available for use.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-c6d6063850b76cd21 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-c6d6063850b76cd21 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-c6d6063850b76cd21\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"c6d6063850b76cd21\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#c6d6063850b76cd21\" href=\"#c6d6063850b76cd21\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Catalogue Management<\/span><\/a><\/h4><\/div><div id=\"c6d6063850b76cd21\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of service catalogue management is to provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-8683a6157c00b5de8 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-8683a6157c00b5de8 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-8683a6157c00b5de8\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"8683a6157c00b5de8\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#8683a6157c00b5de8\" href=\"#8683a6157c00b5de8\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Configuration Management<\/span><\/a><\/h4><\/div><div id=\"8683a6157c00b5de8\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-0d5ed19f77d145486 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-0d5ed19f77d145486 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-0d5ed19f77d145486\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"0d5ed19f77d145486\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#0d5ed19f77d145486\" href=\"#0d5ed19f77d145486\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Continuity Management<\/span><\/a><\/h4><\/div><div id=\"0d5ed19f77d145486\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service continuity management practice is to ensure that the availability and performance of a service is maintained at a sufficient level in the event of a disaster. The practice provides a framework for building organizational resilience with the capability of producing an effective response that safeguards the interests of key stakeholders, and the organization\u2019s reputation, brand and value-creating activities.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-2ae6e36970c4203ca .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-2ae6e36970c4203ca .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-2ae6e36970c4203ca\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"2ae6e36970c4203ca\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#2ae6e36970c4203ca\" href=\"#2ae6e36970c4203ca\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Design<\/span><\/a><\/h4><\/div><div id=\"2ae6e36970c4203ca\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service design practice is to design products and services that are fit for purpose, fit for use and that can be delivered by the organization and its ecosystem. This includes planning and organizing people, partners and suppliers, information, communication, technology and practices for new or changed products and services, and the interaction between the organization and its customers.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-72d8db9494ff0ca21 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-72d8db9494ff0ca21 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-72d8db9494ff0ca21\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"72d8db9494ff0ca21\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#72d8db9494ff0ca21\" href=\"#72d8db9494ff0ca21\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Desk<\/span><\/a><\/h4><\/div><div id=\"72d8db9494ff0ca21\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the point of communication for the service provider with all of its users. In other words, it should act as the entry point\/single point of contact for the IT or service organization.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-ad5614e44c958527d .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-ad5614e44c958527d .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-ad5614e44c958527d\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"ad5614e44c958527d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#ad5614e44c958527d\" href=\"#ad5614e44c958527d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Level Management<\/span><\/a><\/h4><\/div><div id=\"ad5614e44c958527d\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-dc46ddd21e6a29ba0 .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-dc46ddd21e6a29ba0 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-dc46ddd21e6a29ba0\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"dc46ddd21e6a29ba0\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#dc46ddd21e6a29ba0\" href=\"#dc46ddd21e6a29ba0\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service Request Management<\/span><\/a><\/h4><\/div><div id=\"dc46ddd21e6a29ba0\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-5 .panel-4f8cfc675b38b080b .panel-title a{}.fusion-accordian  #accordion-6839-5 .panel-4f8cfc675b38b080b .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-4f8cfc675b38b080b\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"4f8cfc675b38b080b\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-5\" data-target=\"#4f8cfc675b38b080b\" href=\"#4f8cfc675b38b080b\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Service validation and testing<\/span><\/a><\/h4><\/div><div id=\"4f8cfc675b38b080b\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the service validation and testing practice is to ensure that new or changed products and services meet defined requirements. The definition of service value is based on input from customers, business objectives and regulatory requirements, and is documented as part of the value chain activity of design and transition. These inputs are used to establish measurable quality and performance indicators that support the definition of assurance criteria and testing requirements.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-73 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-last\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-53 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-79\"><h3 style=\"text-align: center;\">TECHNICAL MANAGEMENT PRACTICES<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><style type=\"text\/css\">#accordion-6839-6 .fusion-panel:hover{ border-color: #e0dede } #accordion-6839-6 .fusion-panel { border-color:#e0dede; }.fusion-accordian  #accordion-6839-6 .panel-title a .fa-fusion-box{ color: #ffffff;}.fusion-accordian  #accordion-6839-6 .panel-title a .fa-fusion-box:before{ font-size: 13px; width: 13px;}.fusion-accordian  #accordion-6839-6 .panel-title a{font-size:16px;line-height:1.5;letter-spacing:0px;color:#991524;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-6 .toggle-content{font-size:13px;color:#020202;font-family:\"Montserrat\";font-weight:400;}.fusion-accordian  #accordion-6839-6 .fa-fusion-box { background-color: #333333;border-color: #333333;}.fusion-accordian  #accordion-6839-6 .panel-title a:not(.active):hover, #accordion-6839-6 .fusion-toggle-boxed-mode:hover .panel-title a { color: #9e9e9e;}.fusion-accordian  #accordion-6839-6 .panel-title .active .fa-fusion-box,.fusion-accordian  #accordion-6839-6 .panel-title a:not(.active):hover .fa-fusion-box { background-color: #9e9e9e!important;border-color: #9e9e9e!important;}<\/style><div class=\"accordian fusion-accordian\"><div class=\"panel-group\" id=\"accordion-6839-6\"><style type=\"text\/css\">.fusion-accordian  #accordion-6839-6 .panel-94fe18eb8e4142a12 .panel-title a{}.fusion-accordian  #accordion-6839-6 .panel-94fe18eb8e4142a12 .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-94fe18eb8e4142a12\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"94fe18eb8e4142a12\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-6\" data-target=\"#94fe18eb8e4142a12\" href=\"#94fe18eb8e4142a12\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Deployment Management<\/span><\/a><\/h4><\/div><div id=\"94fe18eb8e4142a12\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-6 .panel-091d447fa04b2e80c .panel-title a{}.fusion-accordian  #accordion-6839-6 .panel-091d447fa04b2e80c .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-091d447fa04b2e80c\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"091d447fa04b2e80c\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-6\" data-target=\"#091d447fa04b2e80c\" href=\"#091d447fa04b2e80c\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Infrastructure and Platform Management <\/span><\/a><\/h4><\/div><div id=\"091d447fa04b2e80c\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the infrastructure and platform management practice is to oversee the infrastructure and platforms used by an organization. When carried out properly, this practice enables the monitoring of technology solutions available to the organization, including the technology of external service providers.<\/p>\n<\/div><\/div><\/div><style type=\"text\/css\">.fusion-accordian  #accordion-6839-6 .panel-4dc0d4e7e3272234d .panel-title a{}.fusion-accordian  #accordion-6839-6 .panel-4dc0d4e7e3272234d .toggle-content{}<\/style><div class=\"fusion-panel panel-default panel-4dc0d4e7e3272234d\"><div class=\"panel-heading\"><h4 class=\"panel-title toggle\"><a aria-expanded=\"false\" aria-controls=\"4dc0d4e7e3272234d\" role=\"button\" data-toggle=\"collapse\" data-parent=\"#accordion-6839-6\" data-target=\"#4dc0d4e7e3272234d\" href=\"#4dc0d4e7e3272234d\"><span class=\"fusion-toggle-icon-wrapper\" aria-hidden=\"true\"><i class=\"fa-fusion-box active-icon awb-icon-minus\" aria-hidden=\"true\"><\/i><i class=\"fa-fusion-box inactive-icon awb-icon-plus\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-toggle-heading\">Software development and management <\/span><\/a><\/h4><\/div><div id=\"4dc0d4e7e3272234d\" class=\"panel-collapse collapse \"><div class=\"panel-body toggle-content fusion-clearfix\">\n<p>The purpose of the software development and management practice is to ensure that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance and auditability.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-16 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center top;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-74 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 30px 0px 30px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-54 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_1i\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png\" alt class=\"img-responsive wp-image-7084\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-55 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_continual\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_continual.png\" alt class=\"img-responsive wp-image-6811\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_continual-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_continual.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-75 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-80\"><h2 style=\"text-align: center;\">CONTINUAL IMPROVEMENT<\/h2>\n<\/div><div class=\"fusion-text fusion-text-81\"><h3 style=\"text-align: center;\">Continual improvement is a recurring organizational activity performed at all levels to ensure that an organization\u2019s performance continually meets stakeholders\u2019 expectations.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-76 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-56 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-82\"><h3 style=\"text-align: center;\">ITIL CONTINUAL IMPROVEMENT MODEL<\/h3>\n<\/div><div class=\"fusion-text fusion-text-83\"><p style=\"text-align: center;\">ITIL continual improvement model provides organizations with a structured approach to implementing improvements.<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-57 hover-type-none\"><img decoding=\"async\" width=\"453\" height=\"571\" title=\"continual_improvement\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/continual_improvement.png\" alt class=\"img-responsive wp-image-6810\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/continual_improvement-200x252.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/continual_improvement-400x504.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/continual_improvement.png 453w\" sizes=\"(max-width: 800px) 100vw, 453px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-84\"><p style=\"text-align: center;\">The continual improvement model applies to the SVS in its entirety, as well as to all of the organization\u2019s products, services, service components and relationships.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-17 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-77 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-58 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-59 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_product\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_product.png\" alt class=\"img-responsive wp-image-6818\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_product-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_product.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-85\"><h2 style=\"text-align: center;\">PRODUCTS &amp; SERVICES<\/h2>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-78 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-60 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-86\"><h3 style=\"text-align: center;\">SERVICE<\/h3>\n<p style=\"text-align: center;\">Service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-79 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-61 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-87\"><h3 style=\"text-align: center;\">PRODUCT<\/h3>\n<p style=\"text-align: center;\">A configuration of an organization\u2019s resources designed to offer value for a consumer.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-80 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-62 hover-type-none\"><img decoding=\"async\" width=\"488\" height=\"439\" title=\"products_services\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/products_services.png\" alt class=\"img-responsive wp-image-6819\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/products_services-200x180.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/products_services-400x360.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/products_services.png 488w\" sizes=\"(max-width: 800px) 100vw, 488px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-81 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-63 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-88\"><h3 style=\"text-align: center;\">SERVICE OFFERING<\/h3>\n<p style=\"text-align: center;\">A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-64 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"30\" height=\"30\" title=\"dot2\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png\" alt class=\"img-responsive wp-image-6719\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot2.png 30w\" sizes=\"(max-width: 30px) 100vw, 30px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-89\"><h3 style=\"text-align: center;\">SERVICE RELATIONSHIP<\/h3>\n<p style=\"text-align: center;\">A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-18 nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-82 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-65 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_1i\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png\" alt class=\"img-responsive wp-image-7084\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_1i.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-66 hover-type-none\" style=\"max-width:120px;\"><img decoding=\"async\" width=\"400\" height=\"400\" title=\"icon_value\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_value.png\" alt class=\"img-responsive wp-image-6823\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_value-200x200.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/icon_value.png 400w\" sizes=\"(max-width: 800px) 100vw, 400px\" \/><\/span><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-83 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-90\"><h2 style=\"text-align: center;\">VALUE<\/h2>\n<\/div><div class=\"fusion-text fusion-text-91\"><h3 style=\"text-align: center;\">Value is the perceived benefits, usefulness and importance of something.<\/h3>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-92\"><h3 style=\"text-align: center;\">Service relationships are perceived as valuable only when they have more positive effects than negative.<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-84 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-67 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-93\"><h3 style=\"text-align: center;\">NEGATIVE EFFECTS<\/h3>\n<\/div><div class=\"fusion-text fusion-text-94\"><p style=\"text-align: center;\">Service relationships can introduce new risks and costs, and in some cases, can negatively affect some of the intended outcomes, while supporting others.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-85 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-68 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-95\"><h3 style=\"text-align: center;\">POSITIVE EFFECTS<\/h3>\n<\/div><div class=\"fusion-text fusion-text-96\"><p style=\"text-align: center;\">Service providers help their consumers to achieve outcomes, and in doing so, take on some of the associated risks and costs.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-86 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-69 hover-type-none\"><img decoding=\"async\" width=\"488\" height=\"420\" title=\"value\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/value.png\" alt class=\"img-responsive wp-image-6824\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/value-200x172.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/value-400x344.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/value.png 488w\" sizes=\"(max-width: 800px) 100vw, 488px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:100px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-87 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-97\"><h2 style=\"text-align: center;\">OUTCOME, COST &amp; RISK<\/h2>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-88 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-first\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-70 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-98\"><h3 style=\"text-align: center;\">OUTCOME<\/h3>\n<\/div><div class=\"fusion-text fusion-text-99\"><p style=\"text-align: center;\">Outcome is a result for a stakeholder enabled by one or more outputs.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-89 fusion_builder_column_1_3 1_3 fusion-one-third\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-71 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-100\"><h3 style=\"text-align: center;\">COST<\/h3>\n<\/div><div class=\"fusion-text fusion-text-101\"><p style=\"text-align: center;\">Cost is the amount of money spent on a specific activity or resource.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-90 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-last\" style=\"width:33.333333333333%;width:calc(33.333333333333% - ( ( 4% + 4% ) * 0.33333333333333 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-72 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-102\"><h3 style=\"text-align: center;\">RISK<\/h3>\n<\/div><div class=\"fusion-text fusion-text-103\"><p style=\"text-align: center;\">A possible event that could cause harm or loss, or make it more difficult to achieve objectives.<br \/>\n&#8230; or uncertainty of outcome.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-91 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-73 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-104\"><h2 style=\"text-align: center;\">UTILITY &amp; WARRANTY<\/h2>\n<\/div><div class=\"fusion-text fusion-text-105\"><h3 style=\"text-align: center;\">From the customer\u2019s perspective, value consists of two primary elements: utility (fitness for purpose) and warranty (fitness for use).<\/h3>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-92 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-first\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-74 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-106\"><h3 style=\"text-align: center;\">UTILITY<\/h3>\n<\/div><div class=\"fusion-text fusion-text-107\"><p style=\"text-align: center;\"><strong>\u00a0\u2018what the service does\u2019<\/strong><\/p>\n<\/div><div class=\"fusion-text fusion-text-108\"><p style=\"text-align: center;\">The functionality offered by a product or service to meet a particular need. Utility can be summarized as \u2018what the service does\u2019 and can be used to determine whether a service is \u2018fit for purpose\u2019. To have utility, a service must either support the performance of the consumer or remove constraints from the consumer. Many services do both.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-93 fusion_builder_column_1_2 1_2 fusion-one-half fusion-column-last\" style=\"width:50%;width:calc(50% - ( ( 4% ) * 0.5 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-75 hover-type-none\" style=\"max-width:50px;\"><img decoding=\"async\" width=\"50\" height=\"50\" title=\"dot1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png\" alt class=\"img-responsive wp-image-6720\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-24x24.png 24w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-36x36.png 36w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1-48x48.png 48w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/dot1.png 50w\" sizes=\"(max-width: 50px) 100vw, 50px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-109\"><h3 style=\"text-align: center;\">WARRANTY<\/h3>\n<\/div><div class=\"fusion-text fusion-text-110\"><p style=\"text-align: center;\"><strong>\u00a0\u2018how the service performs\u2019<\/strong><\/p>\n<\/div><div class=\"fusion-text fusion-text-111\"><p style=\"text-align: center;\">Assurance that a product or service will meet agreed requirements. Warranty can be summarized as \u2018how the service performs\u2019 and can be used to determine whether a service is \u2018fit for use\u2019. Warranty often relates to service levels aligned with the needs of service consumers.<\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-19 hundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #ececec;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:35px;padding-bottom:0px;padding-left:35px;margin-top: 30px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-94 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:50px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-76 hover-type-none\"><img decoding=\"async\" width=\"808\" height=\"144\" title=\"arrow_2j\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png\" alt class=\"img-responsive wp-image-7085\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-200x36.png 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-400x71.png 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-600x107.png 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j-800x143.png 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/arrow_2j.png 808w\" sizes=\"(max-width: 800px) 100vw, 808px\" \/><\/span><\/div><div class=\"fusion-text fusion-text-112\"><h1 style=\"text-align: center;\">ITIL 4 POSTER<\/h1>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:25px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-77 hover-type-none\" style=\"max-width:300px;\"><a class=\"fusion-no-lightbox\" href=\"https:\/\/flevy.com\/browse\/business-document\/itil-4-poster-itil-4--2019-itil-4-svs-3832\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/ITIL-4-Poster-SVS.jpg\" alt class=\"img-responsive\"\/><\/a><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:50px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-20 hundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: #dee1e3;background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-95 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-78 hover-type-none\"><img decoding=\"async\" width=\"2400\" height=\"430\" title=\"crossover1\" src=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2.jpg\" alt class=\"img-responsive wp-image-6755\" srcset=\"https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2-200x36.jpg 200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2-400x72.jpg 400w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2-600x108.jpg 600w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2-800x143.jpg 800w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2-1200x215.jpg 1200w, https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/03\/crossover1-2.jpg 2400w\" sizes=\"(max-width: 800px) 100vw, 1200px\" \/><\/span><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:50px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-21 fusion-parallax-none hundred-percent-fullwidth hundred-percent-height hundred-percent-height-center-content non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-image: url(&quot;https:\/\/www.itsm.hr\/english\/wp-content\/uploads\/2019\/06\/wsi-imageoptim-ITIL-glavna1-1.jpg&quot;);background-position: center center;background-repeat: no-repeat;padding-top:0px;padding-right:35px;padding-bottom:0px;padding-left:35px;margin-top: 30px;border-width: 0px 0px 0px 0px;border-color:#eae9e9;border-style:solid;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;\" ><div class=\"fusion-fullwidth-center-content\"><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-96 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:20px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-widget-area fusion-widget-area-2 fusion-content-widget-area\"><style type=\"text\/css\">.fusion-widget-area-2 {padding:0px 0px 0px 0px;}.fusion-widget-area-2 .widget h4 {color:#333333;}.fusion-widget-area-2 .widget .heading h4 {color:#333333;}.fusion-widget-area-2 .widget h4 {font-size:16px;}.fusion-widget-area-2 .widget .heading h4 {font-size:16px;}<\/style><div id=\"custom_html-8\" class=\"widget_text widget widget_custom_html\" style=\"border-style: solid;border-color:transparent;border-width:0px;\"><div class=\"textwidget custom-html-widget\"><div class=\"fusion-builder-row fusion-row\">\t\r\n\t\t<div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-97 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-first\" style=\"width:30.6666%; margin-right: 4%;margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-113\"><p style=\"text-align: left;\"><span style=\"color: #ffffff;\"><strong>ITIL<\/strong><\/span><\/p>\n<\/div><ul class=\"fusion-checklist fusion-checklist-1\" style=\"font-size:12px;line-height:20.4px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.itsm.hr\/english\/itil-4-and-itil-4-main-page\/\">About ITIL 3 &amp; ITIL 4<\/a><\/span>\r\n\r\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.itsm.hr\/english\/itil-consulting\/\">ITIL Consulting<\/a><\/span>\r\n\r\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.itsm.hr\/english\/baza-znanja\/itil-baza-znanja\/\">ITIL Knowledge base<\/a><\/span>\r\n\r\n<\/div><\/li><\/ul><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-98 fusion_builder_column_1_3 1_3 fusion-one-third\" style=\"width:30.6666%; margin-right: 4%;margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-114\"><p style=\"text-align: left;\"><span style=\"color: #ffffff;\"><strong>ITIL 3<\/strong><\/span><\/p>\n<\/div>\r\n<ul class=\"fusion-checklist fusion-checklist-2\" style=\"font-size:12px;line-height:20.4px;\">\r\n<li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: white;\"><a href=\"https:\/\/www.itsm.hr\/english\/itil-v3-e-learning\/\"><span style=\"color: #ffffff;\">ITIL v3  E-learning<\/span><\/a><\/span>\r\n\r\n<\/div><\/li>\r\n\r\n<li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.itsm.hr\/english\/itil-3-poster-and-overview\/\">ITIL v3 Poster &amp; Overview<\/a><\/span>\r\n\r\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: white;\"><a href=\"https:\/\/www.itsm.hr\/english\/itil-3-qualification-scheme\/\"><span style=\"color: #ffffff;\">ITIL v3 Qualification Scheme<\/span><\/a><\/span>\r\n\r\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: white;\"><a href=\"https:\/\/www.itsm.hr\/english\/itil-v3-classroom-training\/\"><span style=\"color: #ffffff;\">ITIL v3 Classroom Training<\/span><\/a><\/span>\r\n\r\n<\/div><\/li><\/ul><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-99 fusion_builder_column_1_3 1_3 fusion-one-third fusion-column-last\" style=\"width:30.6666%;margin-top:0px;margin-bottom:0px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-115\"><p style=\"text-align: left;\"><span style=\"color: #ffffff;\"><strong>ITIL 4<\/strong><\/span><\/p>\n<\/div><ul class=\"fusion-checklist fusion-checklist-3\" style=\"font-size:12px;line-height:20.4px;\">\r\n<li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.itsm.hr\/english\/edukacija-seminari-radionice-e-learning\/itil-e-learning-courses-certification\/itil-4-e-learning\/\">ITIL 4  E-learning<\/a><\/span>\r\n\r\n<\/div><\/li>\r\n<li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/www.itsm.hr\/english\/itil4-overview-itil-4-poster\/\">ITIL 4 Poster &amp; Overview<\/a><\/span>\r\n\r\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: white;\"><a href=\"https:\/\/www.itsm.hr\/english\/itil-4-qualification-scheme\/\"><span style=\"color: #ffffff;\">ITIL 4 Qualification Scheme<\/span><\/a><\/span>\r\n\r\n<\/div><\/li>\r\n<li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"height:20.4px;width:20.4px;margin-right:8.4px;\" class=\"icon-wrapper circle-no\"><i class=\"fusion-li-icon fa-angle-right fas\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:28.8px;color:#020202;\">\r\n\r\n<span style=\"color: white;\"><a href=\"https:\/\/www.itsm.hr\/english\/itil-4-foundation\/\"><span style=\"color: #ffffff;\">ITIL 4 Classroom Training<\/span><\/a><\/span>\r\n\r\n<\/div><\/li><\/ul><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-100 fusion_builder_column_1_1 1_1 fusion-one-full fusion-column-first fusion-column-last\" style=\"width:100%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:20px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-additional-widget-content\"><\/div><\/div><div class=\"fusion-widget-area fusion-widget-area-3 fusion-content-widget-area\"><style type=\"text\/css\">.fusion-widget-area-3 {padding:0px 0px 0px 0px;}.fusion-widget-area-3 .widget h4 {color:#333333;}.fusion-widget-area-3 .widget .heading h4 {color:#333333;}.fusion-widget-area-3 .widget h4 {font-size:16px;}.fusion-widget-area-3 .widget .heading h4 {font-size:16px;}<\/style><div id=\"custom_html-9\" class=\"widget_text widget widget_custom_html\"><div class=\"textwidget custom-html-widget\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-101 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-first\" style=\"width:22%; margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-102 fusion_builder_column_1_4 1_4 fusion-one-fourth\" style=\"width:22%; margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-align-block\"><style>.fusion-body .fusion-button.button-4{border-color:#ffffff;border-width:1px 1px 1px 1px;border-radius:0px 0px 0px 0px;background:rgba(126,47,50,0);}.fusion-body .fusion-button.button-4 .fusion-button-text,.fusion-body .fusion-button.button-4 i,.fusion-body .fusion-button.button-4:hover .fusion-button-text,.fusion-body .fusion-button.button-4:hover i,.fusion-body .fusion-button.button-4:focus .fusion-button-text,.fusion-body .fusion-button.button-4:focus i,.fusion-body .fusion-button.button-4:active .fusion-button-text,.fusion-body .fusion-button.button-4:active i{color:#ffffff;}.fusion-body .fusion-button.button-4:hover,.fusion-body .fusion-button.button-4:active,.fusion-body .fusion-button.button-4:focus{border-color:#ffffff;border-width:1px 1px 1px 1px;background:#686868;}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-custom button-4 fusion-button-span-yes fusion-button-default-type\" target=\"_self\" href=\"https:\/\/www.itsm.hr\/english\/itil-4-and-itil-4-main-page\/\"><span class=\"fusion-button-text\">ITIL Main page<\/span><\/a><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-103 fusion_builder_column_1_4 1_4 fusion-one-fourth\" style=\"width:22%; margin-right: 4%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-align-block\"><style>.fusion-body .fusion-button.button-5{border-color:#ffffff;border-width:1px 1px 1px 1px;border-radius:0px 0px 0px 0px;background:rgba(126,47,50,0);}.fusion-body .fusion-button.button-5 .fusion-button-text,.fusion-body .fusion-button.button-5 i,.fusion-body .fusion-button.button-5:hover .fusion-button-text,.fusion-body .fusion-button.button-5:hover i,.fusion-body .fusion-button.button-5:focus .fusion-button-text,.fusion-body .fusion-button.button-5:focus i,.fusion-body .fusion-button.button-5:active .fusion-button-text,.fusion-body .fusion-button.button-5:active i{color:#ffffff;}.fusion-body .fusion-button.button-5:hover,.fusion-body .fusion-button.button-5:active,.fusion-body .fusion-button.button-5:focus{border-color:#ffffff;border-width:1px 1px 1px 1px;background:#686868;}<\/style><a class=\"fusion-button button-flat fusion-button-default-size button-custom button-5 fusion-button-span-yes fusion-button-default-type\" target=\"_self\" href=\"https:\/\/www.itsm.hr\/english\/kontakt\/\"><span class=\"fusion-button-text\">Contact Us<\/span><\/a><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-104 fusion_builder_column_1_4 1_4 fusion-one-fourth fusion-column-last\" style=\"width:22%;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-additional-widget-content\"><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"100-width.php","meta":{"footnotes":""},"class_list":["post-6839","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>ITIL4 - Overview-ITIL 4 Poster - Nissen ITSM &amp; ITS Partner<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.itsm.hr\/english\/itil4-overview-itil-4-poster\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ITIL4 - Overview-ITIL 4 Poster - Nissen ITSM &amp; ITS Partner\" 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