From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service management capabilities

Service management capabilities - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service management capabilities

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- [Instructor] Service management is the set of specialized organizational capabilities, that is, how you manage, how you organize, your processes, your knowledge, and people, for directing and controlling services to achieve and continually maintain over time and through changes, the desired state of providing value to customers and users in the form of services. Key questions for service management capabilities are how well managed and organized are you? What processes do you use and how are they working for you? What's your state of learning and knowledge? And what's the quality of your people relative to the work that needs to be done? Let's have a look at how we might apply the concept of service management capabilities. Let's use the fifth way, root out variations and dependencies, focusing on variations here as an example. Here's how, first, rate your capability to direct and control services in the categories of management, organization, processes, knowledge, and people, by…

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