Join Mark Thomas for an in-depth discussion in this video Summary: Key principles, models, and concepts, part of Cert Prep: ITIL Foundations.
- Ok, we've covered a lot in this piece,…so let's wrap up a couple things,…just hit a couple highlights here for you.…First, we talked about some key principles.…We talked about a process, a structured…set of activities, we take inputs and we…turn those into outputs.…And there's a hierarchy here,…process, procedure, work instruction.…We talked about a process model.…We take inputs and we turn those into outputs, and we said…that there's some characteristics of every process.…They have to be measurable.…They have to have specific results.…They all have customers and they respond to…an event or respond to a trigger.…
They have process owners and we have documentation,…policies, and procedures all around the process models.…We had something called a function.…A function is a, what I call a unit of organization…designed to do certain types of work,…and there's four functions we have…as a part of the ITIL framework under…the operations phase of the life cycle.…Those are, one, the service desk,…number two, technical 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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