Video 1 Flashcards
I.T.I.L
Information Technology Infrastructure Library: a community defined framework and library of I.T. service management best practices. Began in England as a project by the central computer & Telecommunications agency (CCTA). Been around since the 1980s
Organization : OGC
The office of government commerce is the owner of I.T.I.L
Organization : itSMF
The I.T service management forum is a global non-profit organization that supports I.T service management, particularly through publications in the ITSM library series
Organization : Axelos
Since 2015 this organization has defined the I.T.I.L exams, qualification schemes, certification systems and accredits the examination institutes
Organization : Exam institutes
People Cert
Why I.TI.L?
Recognized worldwide as a best practice approach for delivering I.T services and I.T service management
Biggest Challenge: Making it feel valued
Best Practices
An industry wide method that has proven itself in practice
1) documented 2) Measurable 3) Actionable 4) Specific
I.T Services
A means of delivering value to customers by facilitating the outcomes of customers want to achieve without the ownership of specific costs and risks
What is the value of a service
Defined by the customer based on: Preferences ( What we need it to do) , Value, Business Outcomes ( Did it do what it’s supposed to cost), and perceptions
What is an outcome?
The result of carrying out an activity, following a process, or delivering on I.T Service
How to create value
Utility and Warranty
Utility
The actual, visible benefit of a service to meet particular outcome it is described as “ Fitness For Purpose” in I.T.IL ( does what it is suppose to do)
Warranty
The guarantee that a service will meet the customers requirements. It’s described as “Fitness For Use” in I.T.I.: ( Does it do what it’s suppose to do it when it’s suppose to do it”
Core Services
The services provided to the customer
Enabling Services
The services used to provide the core services to the customer
Enhancing Services
Additional services used to make the core services more attractive to the customer
Types of Customers: Internal
Made up of people who work in the same organization as the provider of services ( Always treat like paying customers)
Types of Customers: External
Made up of people who are not employed by the provider of the services
Internal Services
Services provided to departments within the same organization ( Internal customers)
External Services
Services provided to external customers
Stakeholders
Anyone who has an interest in an organization and the services it offers
EXAMPLES: Partners, Shareholders, Customers, Suppliers, User, Employees, Providers
Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services
I.T Service Management
The implantation and management of quality I.T services that meet the needs of the business performed by I.T service providers through an appropriate mix of people, processes and information technology
