From the course: Intro to Service Management with ITIL® 4
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Service management - ITIL Tutorial
From the course: Intro to Service Management with ITIL® 4
Service management
- As I stated in the last section of this course, ITIL is a framework for information technology service management, known as ITSM. According to ITIL 4, service management is defined as a set of specialized organizational capabilities for enabling value to customers in the form of services. Whenever we speak about organizational capability, such as in this definition of service management, this is referring to an organization having both the capacity and the ability to perform the functions required. Service management, whether you're performing it using ITIL 4 as its framework or another ITSM framework, is focused on how to best create value within an organization to provide the desired benefits to your consumers. Now, to do that, an organization must organize its people to best support the organization's activities, practices, and processes. These activities, practices, and processes are the engine that drive the creation…
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