ITIL Foundation (2011) Study Notes

Good study notes for those in pursuit of the ITIL Foundation Certification!



Processes (RBS FD):

  1. Risk Management
  2. Service Portfolio Management
  3. Financial Management
  4. Business Relationship Management
  5. Demand Management

 Core of the service life cycle

Support for transparent communication

Value of service

A service demonstrates its value through what it enables a customer to do

Characteristics of value:

  1. Value is defined by customers
  2. Affordable mix of features
  3. Achievement of objectives
  4. Value changes over time and circumstances

A service will be seen to be valuable when the value achieved is higher than the cost of purchasing the service.

To properly understand the values of a service, the service provider requires three pieces of information:

  1. The services IT provided
  2. What the services achieved
  3. What the services cost (or the price of the services)

Factors influencing a customer understand of value:

Value == Business outcomes + customer preferences + customer perceptions

Value creation = utility + warranty

Utility = Fit for purpose. What the…

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