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
- [Narrator] 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 reality and the perception of your services in the mind of your stakeholders. Let's apply the concept of service with a 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…
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