From the course: IT Service Management: ISO20000

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Core concepts to IT service management

Core concepts to IT service management

From the course: IT Service Management: ISO20000

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Core concepts to IT service management

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- Hello and welcome to the second module within the 20000 Foundation Course where we're going to discuss core concepts and high level core concepts around IT service management. Within this module we're going to look at the various components within service management, and some you may know and some may be new to you or different thought process behind them. So let's go ahead and get started. First of all, IT service management it's very much a process-based approach. ITIL will tell us a process is a structured set of activities designed to accomplish a specific objective. ISO 9000 which is that quality management standard is saying it's a process is a set of interrelated or interacting activities which transforms inputs into outputs. No matter what definition that you use as a process we need to consider that that process is not only measurable, it's repeatable, it has a trigger and we've pre-defined some activities that occur that get us from that input into that final and expected…

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