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

Services and stakeholders - ITIL Tutorial

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

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Services and stakeholders

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- [Instructor] Service management is about presenting what you do as a set of services to your customers who pay the bills for your services and users who use, but do not pay for services, and aligning everything you do and have, people, processes, technology and suppliers up to deliver services that return value to all stakeholders of your services. The provider, customers, users, suppliers or vendors consistently, sustainably over time and through changing circumstances and available technology. That's saying a lot. This is hard to do if you don't know what your services are, who provides them, who pays for them, who uses them, and what suppliers you rely on to provide them. And even if you know these things, it's also important to know what state they're in. The quality of your relationships with them, their view of the value of your services and so on. This is a starting point towards keeping everything important green or good through continuous improvement. So how do we apply this concept? We'll use the third way, lowering barriers and increasing enablers as an example. Here's how. List your services and for each their provider, customers, users and suppliers. Mark each with a dot to indicate their state. Unknown is gray, critical is red, warning or degraded is yellow and okay is green. For those that are gray or unknown, you can take an action to determine their state. For those that are red or yellow, use force field analysis to identify barriers to eliminate or minimize and enablers to add or amplify to improve things. Take a subset of the highest value actions to work on and apply these concepts.

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