Service Management General Concepts- The Backbone of the Framework.docx - ITIL Foundations Service Management General Concepts Backbone of the Framework

Service Management General Concepts- The Backbone of the Framework.docx

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ITIL Foundations Service Management General Concepts: Backbone of the Framework Concept of a Service and Outcomes Service: a means of delivering value to customers by facilitating the outcomes customers want to achieve without the ownership of specific costs and risks Facilitate Outcomes By: Enhancing the performance of associated tasks and/or reducing the effect of constraints; leads to increase in the probability in desired outcomes IT Service: a service provided to one or more customers by an IT service provider. An IT service is made up of a combination of information technology, people, and processes o Customer Facing: Directly supports business processes; Service level targets defined in a service level agreement o Supporting: Not directly used by the business; required by the service provider to deliver the customer facing IT services Internal Services: delivered between departments or business units in the same organization External Services: Delivered to external customers Types of IT Services: o Core: Delivers outcomes that represent the value that the customer desires o Enabling: Required for a core service to be delivered and may not be
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  • Fall '19
  • Management, Service system, Information technology governance, Service and Outcomes

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