n - ITIL v3 - Study Guide - ITIL v3 Study Guide v1.0...

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Services Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Within IT Service Management the term Service is also used as a synonym for IT Service . By an IT Service we mean a Service provided to one or more Customers by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Processes. IT staff often confuse a ‘service’ as perceived by the customer with an IT system. An IT Service is made up from a combination of people, processes and technology. Service Management Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization’s capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management. Without these capabilities, a service organization is merely a bundle of resources that by itself has relatively low intrinsic value for customers. Service management however, is more than just a set of capabilities. It is also a professional practice supported by an extensive body of knowledge, experience, and skills. A global community of individuals and organizations in the public and private sectors fosters its growth and maturity. Formal schemes exist for the education, training, and certification of practicing organizations and individuals influence its quality. Industry best practices, academic research, and formal standards contribute to its intellectual capital and draw from it. Service Management is also used as a synonym for IT Service Management . By IT Service Management we mean the implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of people, process and Information Technology. (Ref: 01-2. Define and explain the concept of a Service (SS, SD, ST, SO, CSI 2.2.1)) (Ref: 01-3. Define and explain the concept of Service Management (SS, SD, ST, SO, CSI 2.1)) ITIL v3 Study Guide v1.0
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2 IT Service Management c A Service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks c Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services Se c M a m n s c c Service Management as practice Notes:
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Resources and Capabilities Resources and capabilities are types of assets. Organizations use them to create value in the form of goods and services. Resources
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This note was uploaded on 10/15/2011 for the course COMPUTER 40443 taught by Professor Safari during the Spring '10 term at Sharif University of Technology.

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n - ITIL v3 - Study Guide - ITIL v3 Study Guide v1.0...

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