Define what service management and IT service management are. List and describe the key concepts of creating value with services--value, costs and risk, and outcomes versus outputs. List and describe the key concepts of service relationships: the service offering, service provision and consumption, and service relationship management.
- [Instructor] So services deliver value…by delivering outcomes stakeholders want.…What is value and what's an outcome?…Well, value is the perceived benefit,…usefulness or importance of something to a stakeholder.…So it's important to see that…value is in the mind of the stakeholder,…which means that it involves…both reality and perception,…and therefor both must be managed for a service.…An outcome is the result for a stakeholder…enabled by one or more outputs.…And outputs are tangible or intangible deliverables.…You know the difference between an output and an outcome.…
The outcome you want from a haircut is…my hair looks good,…versus just the output, the box checked haircut complete.…The value of a service is what the customer seeks,…and that value resides in the mind of the customer.…This means value has a subjective quality,…in other words, as a service provider,…to provide value, you have to both deliver good reality…and good perception.…Having one or the other, good reality or good perception,…is necessary, but not sufficient for value.…
- 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
1. Service Management and ITIL®
2. Learning ITIL® v3 Basic Concepts
3. ITIL® v4
4. Certification Prep
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