List and describe the four dimensions of service management: organizations and people; information and technology; partners and suppliers; and value streams and processes.
- [Instructor] To support a holistic view…to service management,…ITIL 4 repositions the four P's of service management.…Remember those?…People, process, products or technology,…and partners and suppliers…as the four dimensions of service management shown here.…The four dimensions represent perspectives that are critical…to effectively and efficiently delivering value…to customers and other stakeholders…in the form of products and services.…Let's drill down into each of these.…The first dimension of service management…is organizations and people.…Work to make sure your organization is structured…and managed, that your people's roles, responsibilities,…and systems of authority and communication are well-defined.…
That their capacity and competence is aligned…to support your overall strategy and operating model,…and that you have the right culture…to support your objectives.…The second dimension of service management…is information and technology.…And it applies to the information and technology…that are part of services…
- Why ITIL® matters for you and your organization
- Defining service management
- Identifying ITIL® v3 processes and functions
- Assessing ITIL® v3 roles, technology, and architecture
- Comparing ITIL® v3 and 4
- Identifying the 18 practices of ITIL® 4
- Reviewing the ITIL® v3 and 4 certification scheme
- Preparing to pass the ITIL® exam
Skill Level Beginner
IT Service Management: ISO20000with Suzanne Van Hove4h 50m Advanced
1. Service Management and ITIL®
2. Learning ITIL® v3 Basic Concepts
3. ITIL® v4
4. Certification Prep
- Mark as unwatched
- Mark all as unwatched
Are you sure you want to mark all the videos in this course as unwatched?
This will not affect your course history, your reports, or your certificates of completion for this course.Cancel
Take notes with your new membership!
Type in the entry box, then click Enter to save your note.
1:30Press on any video thumbnail to jump immediately to the timecode shown.
Notes are saved with you account but can also be exported as plain text, MS Word, PDF, Google Doc, or Evernote.