Join Mark Thomas for an in-depth discussion in this video Summary: Functions, part of Cert Prep: ITIL Foundations.
We just finished talking about the four functions within the model. The desk, technical management, application management, IT operations management. This is a general overview of what we hit here. The service desk. Remember the role of the service desk is to provide that single point of contact between the service provider and the users for operational types of issues, incidents, requests. Organizational structures, different types. We had a local, central, virtual, follow-the-sun and a specialized or a specialist service desk.
Next we had what's called technical management. The keeper of the technical information, the technical knowledge, the infrastructure side that we had there. Make sure that we have resilient technical infrastructure to support the services. Also have resources that understand known or experts in that to support all the life cycle phases. And we also had, let's see, we've got service desk, technical management, IT operations management. There's two parts to that, control and facilities management. So control, that's our - when we're talking about that was more of the control tower stuff.
The bridge if you will, where we're monitoring all the pieces that are taking place. And the facilities management, the physical data center types of things we had there. Application management, essentially the same thing we did on the technical management, but this way, for the applications - resilient applications - make sure we had the resource planning. Application management works very closely with application development. They have separate roles there. Application development really looking at the build or the construct. Application management is doing the ongoing operational support of those.
Four functions we have, the service desk, technical management, application management and IT operations management.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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