List and describe some of the ITIL® v3 foundational terminology, and explain why having shared terminology is so important in service management. Explore some of the ITIL® v3 key principles and models, including value creating through services, the 4 Ps, 5 aspects of service design, the CSI approach, CSFs ad KPIs, baselines, and technology, process, and service metrics.
- [Instructor] The third ITIL V3 basic concept…is terminology, key principles, and models.…Let's start with terminology.…The ITIL glossary covers literally hundreds…of concepts, definitions, and acronyms.…All these definitions and distinctions…serve an important purpose,…providing a common and complete-enough language.…This is vital.…When people don't share the same language and understanding,…a lot of time and resources get wasted…defining and redefining terms,…and in making and recovering from errors…to a lack of a shared understanding of terminology.…For example, if I ask you if you have a back-out plan…for a change, and you say, "Yes,"…then I think that means you have a current snapshot…you can use to restore to a known good state,…and all you have is last week's backup,…we are not on the same page, and we'll run into trouble.…
This problem is multiplied when you have lots of turnover,…ephemeral project teams, contractors,…and growth through acquisition.…Having a shared understanding of standardized definitions…
- 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
Skill Level Beginner
IT Service Management: ISO20000with Suzanne Van Hove4h 50m Advanced
1. Service Management and ITIL®
2. Learning ITIL® v3 Basic Concepts
3. ITIL® v4
4. Certification Prep
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