http://www.simplilearn.com/it-service-management/itil-foundation-training?utm_campaign=ITIL-Service-Managent-6LcbrPx0UTo&utm;_medium=SC&utm;_source=youtube Introduction to Service Management Life cycle Hello and welcome to unit one of the ITIL® 2011 Foundation Certification Course offered by Simplilearn. This unit includes two lessons and provides an overview of the service management lifecycle. It will help you to provide appropriate service solutions to businesses, customers and users. Principles of IT Service Management This lesson covers the key concepts related to service management. We will also focus on the stakeholders associated with service management. After completing this lesson, you will be able to explain the concept of best practices and identify the stakeholders in service management. In addition, you will be able to describe service management roles and responsibilities. You will also be able to explain the types of service providers. IT Service Management—Best Practices IT Service Management is the implementation and management of quality IT services that meet the needs of a business. It is performed by IT service providers through an appropriate mix of people, process and information technology. IT Service Management includes best practices or processes that have been successfully followed by many organizations. Apart from the fact that they have evolved from successful innovations, best practices and open standards are widely accepted. Best practices are derived from several sources. Few such sources are: • existing public standards such as those published by the International Standards Organisation or ISO; • industry practices that are shared among industry practitioners; • academic research; and • internal experiences or an organizations past experiences in providing similar services. Best practices are sometimes called public practices. Public and Proprietary Practices: There are a number of reasons for preferring public practices over proprietary practices. Public practices are widely distributed among a large community of professionals through publicly available training and certification. Whereas, proprietary practices are deeply embedded in organisations. Therefore, it is difficult to replicate the same environment. Public practices are applied across many technologies and businesses. These practices are reviewed by peers and used by different parties. But proprietary practices are highly customized to support specific business needs. They are also hard to adapt or reuse. Public practices are available for free, and it is easier for organisations to hire people with the knowledge of such practices. Whereas, proprietary practice is owned by someone who will charge for it. The evolution of proprietary practices depends on the owner and cannot be guaranteed. For example, you are in the midst of an online training for a technical course and you find out that the course is not up-to-date. The organisation that developed the course is out of business. So you will be stuck paying for the course and receiving outdated knowledge. Now let us do a quick recall of the concepts covered. Service - Introduction Service is a means of delivering value to customers by facilitating outcomes the customers want to achieve, without the ownership of specific costs or risks. Let us take an example to understand this further. Suppose an online bookstore is looking for a repository or database to store all the data related to their online book selling business such as book details, customer details and so on. The required outcome is online sale of books. One of the activities facilitating the outcome is storage of data. The bookstore is not specialized in managing storage as an IT service and therefore does not want to manage the associated costs and risks which may arise due to infrastructure, staff, and facilities and so on. However, there are organisations in the market that are willing to handle the risks for a cost. These organisations are called service providers. They have the specialised knowledge and experience as well as the confidence to control the associated costs and risks. So the bookstore agrees to pay for the database service provided by the service provider under specific terms and conditions. Thus, the service provider provides value to the customer, that is, the online bookstore, by managing their database and the costs and risks. Watch full video for more information. For more updates on courses and tips follow us on: - Facebook : https://www.facebook.com/Simplilearn - Twitter: https://twitter.com/simplilearn Get the android app: http://bit.ly/1WlVo4u Get the iOS app: http://apple.co/1HIO5J0

• published: 19 Sep 2015
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