List and describe the ITIL® v3 roles: service owner, process owner, manager and practitioner, and the role of technology and architecture in ITSM.
- [Instructor] Another ITIL V3 foundational concept…is the accountabilities and responsibilities…of three process related roles:…the process owner, the process manager,…and the process practitioner,…as well as the service owner role.…A model cited it ITIL V3 for sorting roles…and responsibilities is the Responsible, Accountable,…Consulted, and Informed or RACI Model.…It's used for identifying the correct level of involvement…for roles against activities.…The last ITIL V3 foundation concept…is technology and architecture…including automated resource capacity responding to demand,…automated self service capabilities…to serve demand off hours,…and automation for knowledge capture,…optimization, measurement improvement…as a means to produce unnecessary variation.…
It covers areas that could benefit from automation,…including scripting of course,…but also with automation simply meaning any kind of tooling,…as in a self service portal for the service desk…or a monitoring tool.…Note that if you're comparing to ITIL 4,…
- 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
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