From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
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Service management practices, part 6 - ITIL Tutorial
From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
Service management practices, part 6
- [Instructor] Service level management is the practice of setting clear business-based targets for service performance, so we can properly assess, manage, and monitor the delivery of a service. A service level is a set of measurable parameters defining expected or achieved service quality. Let's apply the service level management practice using the second way, enlightening and empowering people. ITIL specifies how service level management provides end to end visibility into services as shown here. Is this what you do? If not, is that a problem for you? If you do do it, what benefits are you accruing as a result? Is there any one area of the four shown here where better knowledge, skills, mindsets, or resources would make a big difference in the results you're seeing? Let's use the first way, enact and enable outcomes, to apply here. Create four columns as shown, and for rows, list the skills and competencies for service…
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