Define what a service is, and list and describe its related key concepts: utility and warranty; stakeholders, including consumers—customers, users and sponsors—and the provider and its staff; suppliers; the community and society; charitable organizations, and shareholders.
- ITIL is an IT service management framework,…so it's important to understand what an IT service is…and what service management is.…In this video, I'll walk you through that.…Let's start by describing what an IT service is.…There are many kinds of services,…from haircuts that involve less information technology…to services like AWS or Azure…where technology squarely is in the forefront.…An IT service is simply a service…that is enabled by information technology…in addition to people and processes.…Things like Office365 are IT services,…where things like haircuts are not.…
Nowadays, the vast majority of services,…even haircuts when you use a booking app…involve the use of IT in varying degrees,…so what distinguishes a service from an IT service?…An IT service has IT up front and center,…with IT largely representing the provider…and making up the service,…whereas a non-IT service may be facilitated by IT…as in the haircut booking app,…but where IT, where it's still important…is secondary to the core service.…So while an IT-enabled service may include…
- 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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