- [Instructor] The sixth way is about…lowering transaction costs and making things…ready to hand over working on culture.…My advanced degree is in the study of organizations…and cultures, so this topic is near and dear to my heart.…One idea I studied was sociotechnical systems,…where we see that tools affect culture and vice versa.…In areas like DevOps there is an emphasis on culture,…but that culture is also a function of the tooling.…I think you need to work on both,…but I don't think you can achieve the right culture…without the right tools, so I prefer…to lead with tooling over culture.…
Let me tell you what I mean.…The general idea in service management is…to bring value to customers and users through services…quickly and with quality.…We can do that to the extent that our tooling allows.…For example, if we have continuous integration…and blue-green deployment in place,…we can have a much faster time to value and quality…than where we do not.…Why is that?…The primary reason in my experience…is lower transaction costs.…
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: Lower transaction costs