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

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Service management functions

Service management functions - ITIL Tutorial

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

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Service management functions

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- [Instructor] Here's some ways you might apply the fifth ITIL Foundation concept of functions. The first way, enacting and enabling outcomes, you want to understand what objectives each of these functions is driving at. In relation to the objectives ITIL describes, and how they're doing against those outcomes, and how your role can contribute to them. For the second way, enlightening and empowering people, you want to know how owns each of these functions, and begin to get a feel for how your role and team provides training and support for them, and vice versa. For the third way, lowering barriers and increasing enablers, you'll want to understand what is currently hard and easy in dealing with these functions in your role and for that of your team. For the fourth way, improving moments of truth, you'll want to understand the key interactions you and your team have with these functions and how well they're working so you can get a sense for where you can add value through…

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