From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts
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Service operation - ITIL Tutorial
From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts
Service operation
- [Instructor] The ITIL Service Operation processes include event management, incident management, request fulfillment, problem management, and access management. Let's apply the fourth way, improve moments of truth to the Service Operation processes. Here's how. List out the processes and next to each list key moments of truth for each, highlighting those that are most important to you and your team. For example, if you're in an app dev team, a key moment of truth might be where a first level service desk analyst escalates a call to you for an application issue for the app you own. Ask, what are the barriers to making this great? Write them down along with ideas for minimizing or eliminating them. Also, ask, what are the enablers you could add or amplify, that is make stronger, to make this key moment of truth even better? For example, you could work with the service desk tool team to make sure additional fields are captured in a templatized incident ticket form for your incidents so…
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