From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
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Services and service management - ITIL Tutorial
From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts
Services and service management
- Here we see the definition of a service. Note that ITIL defines value as the perceived benefit, usefulness and importance of something. Since stakeholders perceive value, it follows that value resides in the mind of stakeholders. So, as a provider, you must manage both the realty, and the perception of your services in the mind of your stakeholders. Let's apply the concept of service with the second way, enlightening and empowering people. Pick a service. List each part, and mark each with a dot to indicate its state as unknown or gray; critical or red; warning or degraded, yellow; or okay or green. For each part, list its owner and mark each with a dot in the same way. Focus where owners are unknown, and parts are critical or red. Service management is a set of specialized organizational capabilities. That is, how you manage, how you organize your processes, your knowledge and people. For directing and controlling…
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