Join Mark Thomas for an in-depth discussion in this video Summary: Service management as a practice, part of Cert Prep: ITIL Foundations.
- To summarize some of the key points of the things we just talked about over the last couple of short videos. We talked about some key terms. In particular, what is a service? So, we're going to kind of jog your memory on a few of these things. A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. We talked about specifically an IT service. When IT delivers functionality to the business that functionality is an IT service.
And there were three basic parts or three types of those services that we had. First we had what was called a core service. On the core service, this is the basic outcome. This is what our customers are paying us to provide for them. And I used the example email. Then we had what was called an enabling service. A service that we have to have in place and its required in order for the core service to be delivered. And the example I used was say, active directory. And then finally we had the enhancing service. The enhancing service was that additional, that additional flare, that additional thing, add-on to that core service.
In this case, in our example, we used online email access. So these are the three types that we looked at. The classification types. We have the internal and external service. Internal for our own business, our own organization. External, generally we're looking at that service is required contractually from a legal standpoint. We had IT service management. So an IT service management, to refresh our memories on that, it's the set of specialized organizational capabilities for providing value to customers in the form of services.
So, those outcomes are what we're talking about. Those quality services. And so we said those services have to have two main ingredients and they have to be together. We have to look at both of them. Utility and warranty. Utility, fit for purpose. It's what you're getting. Warranty, fit for use. How it's actually delivered. We talked about service assets. Resources and capabilities. Resources are required in order for us to be able to deliver services. And then we also have capabilities.
And those capabilities are the organizational umph that processes the organization, those types of pieces that we have there. We talked some other key terms. Different, three types of service providers. Type one, internal. Type two, shared service. Type three, external. We talked about stakeholders. They have an interest in the success of the service and the success of the process. We have customers. Internal customers, external customers. That might go along with our internal external services, too. We also had users, who are actually using the system or the services.
And suppliers. Generally the suppliers are those vendors, I guess you could call them, that we need in order to support those services and deliver those things. Key concepts. 4Ps of Service Design. People, process, products, and partners. Governance, about transparency. We had three basic types. We had enterprise. We have corporate. We have IT governance. You need to understand those. ISO 20,000. That's the standard, the service management standard that we talked about in the previous video.
And then we had the Deming Cycle. PDCA, stands for Plan-Do-Check-Act. It's important to also remember that PDCA is really one of the basic elements of the management systems that we have as a part of ISO 20,000. And that's the Deming log.
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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