Information Systems Management > EXAM > ITIL 4 Foundation 001 - Introduction to IT Service Management (All)
ITIL 4 Foundation 001 - Introduction to IT Service Management
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What is ITIL? - Information Technology Infrastructure Library (ITIL) - is a set of best practices and guidance in IT Service Service (ITIL v4 definition) - The means of enabling value co-crea ... tion by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks. Customers (definition) - Person who defines the requirements for a service and takes responsibility for the outcomes of service consumption. • Transfer costs and risks • Retain focus on core business Service Providers (definition) - An organization that provides IT support services to internal and external customers. • Takes on cost and risk • Responsible for the means of achieving outcomes Utility (definition) - The functionality offered by a product or service to meet a particular need. • "What the service does" • Fit for purpose" Warranty (definition) - Assurance that a product or service will meet agreed requirements. • "How the service preforms" • "Fit for use" What is an organization? (According to ITIL 4) - A person or a group of people that has its own function with responsibilities, authorities, and relationships to achieve its objectives. Service Consumers: Customer (definition) - The role that defines the requirements for a service and takes responsibility for the outco [Show More]
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