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ITIL 4 Transcript

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11 views3 pages

ITIL 4 Transcript

Uploaded by

dine2k
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Quiz: Introduction

In today's digital economy, every organization in the world has become a


service organization. You may think your organization isn't a service
organization, but when you really look at what it does on a daily basis, it
truly is a service organization. For example, you may work for a grocery
store, and you may think you're in the business of selling milk and cereal,
which are both products. But in reality, you're probably really a service
organization too, most of the services, if not all of the services that your
company currently owns and manages is done to co-create value with
your customers. And these are enabled by information technology. Now,
how can I make this claim? Well, let's consider a large retailer like
Walmart, who sells a wide variety of different products from diapers to
groceries to electronics and car tires. Walmart has been wildly
successful in selling all of these different products but the particular
products Walmart sells doesn't really matter that much. Instead, the real
reason that Walmart has been so successful is that they are able to
provide a service to their customers that no one else has been able to do
the way they have. And that is a collection of services that's enabled by
IT. Walmart for example has created a wonderfully robust distribution and
logistics system to get their products to their stores quickly,
efficiently, and more cost-effectively than other people. And this allows
them to rely on complex inventory tracking and logistics systems that are
all run by various IT components and services. They've been able to do
this to provide products at their everyday low price, which is actually the
service they provide to their customers. Walmart's service is bringing you
the products you want or need at the lowest price always. Other stores
can't bring that to you at the same level or the same cost that Walmart
can, so in a price battle, Walmart is going to win every time because of
their ability to embrace IT to enable their services, but how is Walmart co-
creating value with me, the customer? Well, let's say I was having a party
tonight and I've invited you over for dinner. I might run over to Walmart to
buy all of the supplies I need, things like meat and cheeses, vegetables
and drinks, and I bring them all back to my kitchen. I then use all of those
ingredients to cook a meal for my party tonight. The value isn't the
ingredients that I got from Walmart, it's the outcome that I had when I co-
created value with Walmart. Walmart provided all the ingredients at a low
price, and I provided the ability to cook it all up into a delicious meal. Now
the value is the happiness and the full bellies of all of my guests at my
party. This is the value co-created through the service. Now, as you think
about all the different industries and organizations in the world, it's really
hard to think of any that aren't providing some kind of service that is
enabled by technology. Because of this, technology has become
commonplace in the modern workplace, but all of this technology needs
to be managed in order for it to be effective at enabling value to your
customer by providing services. And this brings us to the concept of
service management.

Service management is defined as a set of specialized


organizational capabilities for enabling value to customers in the
form of services.

The purpose of ITIL 4 is to provide organizations working in this modern


service economy with guidance for managing their information
technology and information technology dependencies effectively,
efficiently, and in some coordinated, structured, and integrated way that
combines the agility, the time to market, and their ability to deliver new
things faster while using their risk controls and providing assurance that
the services will be performed properly today, tomorrow, and any day
further off into the future. Notice this isn't just about providing a
service fast to a customer, but it's also about being able to balance that
with the proper controls so that that is providing a quality service now and
into the future. This ensures that there's a balance of speed and control
within our organizations and their services.

Simply put, ITIL 4 provides organizations with a comprehensive


framework for IT service management. This framework is
designed to ensure that an effective, efficient, flexible,
coordinated, and integrated system for the governance and
management of services is established. It also is concerned with
ensuring that these services are continually improving within
your organization. Now, if you're new to the business world or
information technology, the word governance might be one that
you're not quite familiar with.

Governance is simply the means by which an organization is


directed and controlled. This means that it involves all of the
processes needed to govern or oversee the running of the
organization.

For example, in the United States, our government creates rules and laws
that are used as a method to direct the actions of its citizens. This is
called governance, right, it's the way that we operate a country. Well,
organizations need governance too, and at your company, there's a
process probably for everything you need to do. Think about it if you
wanted to take two weeks of vacation. You couldn't simply decide just to
not go to work for two weeks without telling your boss, right? You'd
probably end up losing your job. Now instead, you're going to go through
the process to request a vacation, and that process is going to be
different based on your organization or my organization. Because each
organization runs itself and its processes differently. That way that they
run things, that's known as governance.

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