From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Technical management - ITIL Tutorial
From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts
Technical management
- [Instructor] The technical management function is the department that owns technology streams, choice in architecture of standards for client and server platforms, hardware, software, and direction. Both the choice of these streams in futures in strategies and such, as well as upper tier support for those streams in incident management and alike. You may know this as infrastructure engineering. Let's apply the fourth way here, improve moments of truth. Your ideal foundation course lists the objectives for technical management shown here. For each objective listed here, think about the key moments of truth for these in your organization. For example, in planning for technology infrastructure, what are these key interactions? What about for design? For skill development, for support? For example, a key moment of truth after technology infrastructure outage is the post-mortem. How's that working for you? What can you do within your circle of influence to improve that interaction or the…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.
Contents
-
-
Applying ITIL doesn't have to be this way2m 12s
-
(Locked)
The Seven Ways: Service management applications2m 17s
-
(Locked)
The Seven Ways: A service management manifesto5m 52s
-
(Locked)
Enact and enable outcomes8m 26s
-
(Locked)
Enlighten and empower people3m 32s
-
(Locked)
Lower barriers, increase enablers1m 51s
-
(Locked)
Improve moments of truth3m 10s
-
(Locked)
Bringing the first four ways together1m 1s
-
(Locked)
Root out variation and dependency5m 16s
-
(Locked)
Lower transaction costs2m 23s
-
(Locked)
Reflect and act as individuals, teams, and organizations3m 38s
-
(Locked)
Now that we've covered our approach, let's start applying1m 3s
-
-
-
Services and service management2m 19s
-
(Locked)
Service management lifecycle1m 31s
-
(Locked)
Service management terminology1m 14s
-
(Locked)
Service management processes1m 26s
-
(Locked)
Service management functions1m 31s
-
(Locked)
Service management roles1m 23s
-
(Locked)
Service management technology and architecture1m 45s
-
-
-
(Locked)
Services and stakeholders1m 39s
-
(Locked)
Services and business services1m
-
(Locked)
Value perception and stakeholder relations1m 20s
-
(Locked)
Hiding the specifics of costs and risks1m 39s
-
(Locked)
Internal and external services, customers, and users1m 43s
-
(Locked)
Core, enabling, option, and enhancing services1m 5s
-
(Locked)
Service assets1m 5s
-
(Locked)
Service parts1m 24s
-
(Locked)
Service features, qualities, and telemetry1m 37s
-
(Locked)
Service management capabilities1m 30s
-
(Locked)
Service portfolio1m 18s
-
(Locked)
Service catalog1m 12s
-
(Locked)
Utility and warranty = Value1m 19s
-
(Locked)
Variation, dependencies, and service degradation50s
-
(Locked)
SLAs, OLAs, and UCs1m 43s
-
(Locked)
-
-
(Locked)
Why shared terminology is important1m 45s
-
(Locked)
Service management terminology and key principles and models2m 4s
-
(Locked)
Overall and next-level-down understanding1m 31s
-
(Locked)
A hunting we shall go1m 7s
-
(Locked)
Do something with it1m 6s
-
(Locked)
Where does it hurt?1m 2s
-
(Locked)
Key principles and models50s
-
(Locked)
Value creation through services1m 15s
-
(Locked)
People, process, products, and partners1m 58s
-
(Locked)
Five aspects of service design1m 4s
-
(Locked)
CSI approach53s
-
(Locked)
CSFs and KPIs1m 8s
-
(Locked)
Baselines52s
-
(Locked)
Technology, process, and service metrics1m 7s
-
(Locked)