ITIL V3 - Exam prep 2

Define  service

ITIL glossary defines service as

 “A means of delivering value to Customers by facilitating outcomes customers want to achieve; without the ownership of specific costs or risks"

What is ITSM – IT service management?

A set of specialized organizational capabilities for providing value to customers in the form of services.

ITIL V3 - Exam prep 1

ITIL V3 Reference – Preparation for Exam

Explain why ITIL is successful?

Common framework of practices that unite all areas of IT service provision towards a single aim – that of delivering value to the business.

• -          Vendor Neutral
• -          Non-Perspective
• -          Best practice

ITIL is adopted by organizations enabling them to

• -          Deliver value for customers through services
• -          Integrate the strategy for services with the business strategy and customer needs
• -          Measure, monitor and optimize IT services and service provider performance
• -          Manage the IT investment and budget
• -          Manage risk
• -          Manage knowledge
• -          Manage capabilities and resources to deliver services effectively and efficiently
• -          Enable adoption of a standard approach to service management across the enterprise
• -          Change the organizational culture to support the achievement of sustained success
• -          Improve the interaction and relationship with customers
• -          Coordinate the delivery of goods and services across the value network
• -          Optimize and reduce costs

ref - http://www.best-management-practice.com/serviceStrategy2011_demo/content.aspx?page=sst_8&showNav=true&expandNav=false