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

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Service management roles

Service management roles - ITIL Tutorial

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

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Service management roles

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- [Instructor] Okay, now we're on roles. Here are some ways you might apply the six ITIL Foundation concept of roles. For the first way, enacting and enabling outcomes, you'll want to determine if owners and managers are in place and that they're reflecting the state of the outcomes for their services and processes back on the organization. For the second way, enlightening and empowering people, you'll want to understand who owns what and their level of skills, knowledge, and authority as it relates to the role they perform. For the third way, lowering barriers and increasing enablers, you'll want to understand what is currently hard and easy in working with these roles in your role. For the fourth way, improving moments of truth, you'll want to understand what key interactions you will have in your role with these roles and the current level of quality of these interactions and the setting they take place in. For the fifth way, rooting out variation and dependencies, you'll want to…

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