List and describe the ITIL® v3 conception of core service management concepts, including: what services are, what service management is, the 4 Ps of service management (people, process, products and partners), and the service life cycle (strategy, design, transition, operation and improvement)
- [Instructor] Let's have a look at basic ITIL V3 concepts, starting with the first, services and service management, and the Four Ps of service management. So what is the ITIL V3 conception of services and service management. Here we see that services are how you present yourself and deliver value to your customers, who pay the bills for your services, and your users who use your services. Service management is the discipline of doing that well, presenting yourself as a set of services to your customers by managing and organizing around services, by using service management processes and knowledge, and by having people with the right experience, skills, and relationships delivering the value customers and users need through your services.
The first ITIL V3 basic concept is the Four Ps of implementing IT service management as a practice. People, processes, products or technology, and partners or suppliers. You can think of the Four Ps as the proper scope of consideration for anything in IT. Any project, any change, any risk, for example. Armed with the Four Ps, I'll make the bold claim that you can add more value in every interaction you have. Try it at your next meeting. For example, your meeting might be discussing readiness in a move to production for a service and perhaps most of the discussion is around technical readiness.
Tick around the Four Ps and you can think through and surface risks in the area of people. For example, do we make sure we have training for the new services for users. The service desk, how about troubleshooting guides and a list of known bugs. What about the third-party partner service desk for mobile professional, have they been included? This is where the Four Ps can help you shake out the right scope of consideration. The second ITIL V3 basic concept is the service lifecycle. ITIL V3 arranges service management processes and functions into a lifecycle from strategy to design to transition to operation and then to continual improvement.
While all value is seen and realized by the customer in users and operations, the quality of that value is a function of having the right strategy in the first place and therefore the right services and service management capability and in how well services are designed and move to production and whether or not you've got a virtuous cycle of continuous improvement for services and service management.
- 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