June 2019
Intermediate to advanced
77 pages
57m
English
Content preview from ITIL® Foundation Essentials – ITIL 4 Edition - The ultimate revision guideBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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CHAPTER 1: KEY CONCEPTS OF SERVICE MANAGEMENT
This chapter includes:
•Definition of value
•Definition of service management
•Definition of organisation
•How value is co-created
•How organisations collaborate with consumers and suppliers to co-create value
Value
Products and services need to add value to consumers to be successful. Value is “the perceived benefits, usefulness and importance of something.”
Service management
Service management is “a set of specialized organizational capabilities for enabling value for customers in the form of services.”
An organisation can only develop these specialised organisational capabilities when it understands:
•The nature of value
•The nature and scope of the stakeholders involved
•How value creation is ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.