Lesson 01: What is Service Management?
The ITIL 3 Foundation exam will NOT be available after mid 2021.
Welcome to the course!
Based on AXELOS ITIL® material. Reproduced under licence from AXELOS. All rights reserved.
We’ve talked about why you might need service management, what do you think falls within the scope for service management?
- Why do you need to know about the services you deliver?
- Name some of the ways we get better at what we do?
- What kind of things limit our ability to deliver services?
- Why do we need to know about what the business wants and needs?
- Why isn’t what the business wants the same as what it needs?
- Because if you don’t understand them, you can’t be sure they are relevant, and can’t set about improving them. They are the tools your customers use in their everyday jobs, so you need to be sure they are the right tools.
- A few ways:
- Copy: Learn from what others do
- Practice: improve how we do things
- Adapt: do the right things, don’t do the wrong things
- Constraints – money, time, skills, etc.
- Because otherwise we work on the wrong things. No matter how good we get at delivering the wrong things, it won’t best help the organization.
- Because people are like that :)
About your trainer, Ivor Macfarlane
Your trainer, Ivor Macfarlane, is a coauthor of ITIL (versions 1, 2, and 3), as well as ISO 20000 and ITSM library. He’s been an ITIL Examiner since 1991, and has delivered ITIL training in more than 40 countries.
Ivor was awarded the Lifetime Achievement Award for outstanding contribution to ITSM in 2017 by ITSMF UK; just a few weeks before we started recording this course!
His deep understanding of IT Service Management in general, and ITIL in particular, experience in training, and decades of hands-on experience in the field, are all used to bring you this course. We hope you’ll enjoy taking it as much as we did building it.
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