IT Service Management main terms and definitions Introduction

IT Service Management – main terms and definitions. Introduction into the ITIL® Service Lifecycle methodology. Yavor Ganchev, Sofia 2016

What is on the menu today • Prepare to be bored to death! • Definition for a Service • Customers, Users and Service providers • Function, Process and Role • IT Service Management • The Lifecycle of a Service

What is actually a Service? • ITIL defines a Service as "a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. “…. WTF? ! (Want To Fly? !) • Service is something that user consumes and does not care how it gets to him, user just cares that he has benefit from the service. • Two types of services: Core Services and Enabling Services

Customers, Users and Service providers • Customer is a general name for group or people or organization, having benefit of the Service. Customers can be internal or external. • The provider is organization that supply service to external or internal customer, thus providers are also internal and external. • User is the direct individual consumer of the service.

Function, Process and Role

IT Service Management • Best Practices to meet what users really expect with what the provider is actually offering

The Lifecycle of a Service https: //www. youtube. com/watch? v=r. XLUf 3 ug 3 a. Q

Quiz

Quiz