- [Instructor] Services can be broken down…into core services.…For example, mobile phone services,…dial tone, text messaging, and so on.…Typically what customers recognize and pay for as a service.…Or enabling services.…That is, things needed to provide the service,…but not things the customer…would normally recognize or pay for.…For example, active directory, DHCP, DNS, and so forth.…Or supporting services.…Things like backups and updates.…And enhancing services.…You can think of these as deal sweeteners.…Services that aren't core,…but given two competing alternatives,…the customer might choose one service over the other…because of it.…
For example, if one mobile provider…has a walkie-talkie capability in their phones…for your family to use when you're out and about…without calling, and another does not,…all other things being equal,…you might choose the one over the other.…For this concept, let's employ the second way,…enlighten and empower people.…Here's how we'll apply it.…For each of your services,…locate or create a list of its core, enabling,…
Author
David Pultorak
Released
2/23/2018Instructor David Pultorak covers services and service management; the service management lifecycle; service management terminology, principles, and models; service management processes; ITIL functions and roles; and the technology that can help you scale, automate, monitor, and optimize your services. In each chapter, he provides tips for moving concepts into practice. He helps you think through dos and don'ts, and provides valuable references and resources for learning more.
- Discover ways to empower and enlighten people into applying the ITIL foundation concepts.
- Differentiate ways to root out variation and dependency.
- Break down the components of services and service management.
- Recognize relevant real-world service management processes.
- Identify service management terminology and architecture.
- Define value perception and stakeholder relations.
- Examine how to apply ITIL roles such as RACI and service owner.
Skill Level Intermediate
Duration
Views
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Introduction
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Welcome47s
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1. ITIL Foundation Concepts
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The service lifecycle1m 5s
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2. Seven Ways to Apply ITIL Foundation Concepts
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Enact and enable outcomes8m 26s
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Enlighten and empower people3m 32s
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Improve moments of truth3m 10s
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Lower transaction costs2m 23s
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3. Apply: Real-World Examples
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Service management lifecycle1m 31s
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Service management processes1m 26s
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Service management functions1m 31s
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Service management roles1m 23s
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4. Apply: Services and Service Management
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Services and stakeholders1m 39s
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Service assets1m 5s
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Service parts1m 24s
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Service portfolio1m 18s
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Service catalog1m 12s
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Utility and warranty = Value1m 19s
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SLAs, OLAs, and UCs1m 43s
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5. Apply: Service Management Lifecycle Concepts
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Service strategy1m 35s
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Service design1m 12s
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Service transition1m 22s
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Service operation1m 16s
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6. Apply: Service Management Terminology and Key Principles and Models
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A hunting we shall go1m 7s
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Do something with it1m 6s
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Where does it hurt?1m 2s
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CSI approach53s
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CSFs and KPIs1m 8s
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Baselines52s
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7. Apply ITIL Foundation Processes
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Service strategy43s
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Service design48s
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Service operation1m 18s
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CSI approach1m 16s
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8. Apply ITIL Foundation Functions
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Service desk58s
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Technical management1m 2s
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IT operations management1m 18s
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Application management1m 5s
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9. Apply ITIL Roles
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Service management roles2m 21s
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Service owner42s
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RACI: Consulted and informed1m 16s
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10. Apply Service Management Technology and Architecture
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Tooling1m 7s
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Conclusion
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Next steps55s
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Additional resources2m 24s
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Video: Core, enabling, option, and enhancing services