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We've realized that when people get skill, they simply learnt the What?, and not the How?, and the Why?.
We come in where the rubber meets the road- The How and Why?
The heart of Information Technology Infrastructure Library is Service Management. If you flash your mind back to elementary Biology, you should be able to remember key terms like: Life-cycle, Creation, Evolution, Childhood, Growth, Adulthood, Maturity, etc. If you can remember all these, then you are a potential ITIL Professional.
The Concept of Service Management
Whenever you press the switch of the electric bulb in your living room, you expected the light to come on. The truth is this: It’s not the technology that makes this happen but how they are managed. This is what Service Management is offering. The use of IT today has does not guarantee the utility, instead a value driven service management will do that. Service management concept is an expanding phenomenon.
The main objective of ITIL Service Management Framework is;
To Provide Services to Business Customers that are fit-for purpose, stable, reliable, such that the businesses view them as trusted utility.
Just like an organic element will pass through phases, service management also has its practices, which comprises of 3 set of product, namely;
1. ITIL Service Management Practices- The Core Guidance : this consist of the 5 books, which share the same structure in all publications:- A) SERVICE STRATEGY, B) SERVICE DESIGN, C) SERVICE TRANSITION, D) SERVICE OPERATION and E) CONTINUOUS SERVICE IMPROVEMENT.
2. ITIL Service Management Complementary Guide: This is a library of publication with guidance to specific industry sectors, organization types and operating model.
3. ITIL Web Support Services: These are online, interactive services, including glossary of terms, interactive service management models, online subscribers etc.
What really is SERVICE ?
Service is a way to deliver value to customers by facilitating the outcome the customer wants to achieve without taking specific cost and risk that is unacceptable. The ownership of cost and risk is the agreement between the provider and customer. This means, the service provider bears the specific cost and risk associated with the service. Unlike products, Service is a bit difficult to define because it entails the customer involvement primarily. Service is what customer use to deliver VALUE.
Many corporations are out there looking for people with the Service Management Skill, that is people that will put premium on Valuable Service, this is what this training promise to offer.
SERVICE IS AN ASSET
The physical facility that houses the workforce of a Telecoms company in real sense is not the core asset of that company. Service is an asset. In language context, what really is an asset? It's anything that has capacity to appreciate, increase in value and gives advantage. If I don't know your actual asset, you'll be chasing shadows, and you'll fail your Risk Analysis..
A good business model must be descriptive as regard its means of fulfilling organization objectives. Every organization must have its unique selling proposition (USP), and you need service strategy to uniquely define the approach to achieve this. This Service Asset concept makes us delve into the subject of RESOURCES and CAPABILITY, which in combination produce Service utility and Service warranty.
Effective Service Management Skill is central to capacity management, incident management, problem management, disaster recovery, customer satisfaction, meeting business demands, continuous service improvement, understanding of Pattern of Business Analysis(PBA), etc.
Remember, business exist because the services been rendered by the service providers are continuously available and are meeting/exceeding customer demands.
Why is ITIL key to business success?
ITIL is a public framework for management of IT Services, and professionals on this platform are in high demand. Why? No organization can ever succeed beyond their level of ITIL Skill and expertise. It does not take just prayer to be in business, it takes knowledge pf Service Management.
ITIL V3 skill takes you beyond the general to the specifics.
This is what we are offering to you.
