From the course: Putting ITIL® into Practice: DevOps for ITIL® Practitioners

Unlock the full course today

Join today to access over 22,600 courses taught by industry experts or purchase this course individually.

Functions

Functions - ITIL Tutorial

From the course: Putting ITIL® into Practice: DevOps for ITIL® Practitioners

Start my 1-month free trial

Functions

“

- [Instructor] ITIL specifies four functions, four organizational units or departments that must be in place if you're doing service management. These are the service desk, IT operations management, applications management, and, lastly, technical management. Let's have a look at the intersection of these four ITIL-driven functions in DevOps. It's important to note that in ITIL, these functions are made up not just of people, but also of automation. For example, as in the service desk and its self-service portal. Functions can range from totally manual to completely automated in nature. Before we get into the specifics of each ITIL-driven function, I want to mention here that across the board, the level of automation in functions is higher in a DevOps mode, with much more work of the function being completed through automation. Nowhere is this more evidence than in the service desk. In an ITIL-driven shop, the service desk is the single point of contact for users for handling…

Contents