From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Service management practices, part 5

Service management practices, part 5 - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 4 Foundation Concepts

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Service management practices, part 5

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- [Instructor] Service continuity management is the practice of ensuring that we maintain service availability and performance at a sufficient level in the event of a disaster. A disaster is a sudden unplanned event causing great damage or serious loss to an organization. Let's apply this practice using the second way, enlightening and empowering people. ITIL distinguishes service continuity and business continuity management as shown here. Do you make this distinction? Do you have a BCM plan that dovetails into your SCM plan? What accommodations do you make for BCM on the SCM side, and vice versa? What are some simple things you can do to improve this? The service desk is the practice of capturing demand for incident resolutions and service requests. These are handled by incident and service request management practices, respectively. The service desk is the entry point and single point of contract for the service…

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