title
ITIL 4 Foundation | ITIL 4 Foundation Training | What Is ITIL V4? | ITIL Certification | Simplilearn

description
🔥 ITIL® 4 Foundation Certification Training Course https://www.simplilearn.com/it-service-management/itil-foundation-training?utm_campaign=ITIL-V4-Foundation-CMRd6poZ8d4&utm_medium=Descriptionff&utm_source=youtube In this tutorial on ITIL4 Foundation, we will explain why ITIL is important, what exactly it is, how it changed over time, some of its advantages, its different types, and the different ITIL certifications available. The tutorial will also help you understand how ITIL helps with maximizing value to clients by aligning the goals of the service provider along with the requirements of end users. Each of the iterations of ITIL are also explained in detail. Now, let's jump into this ITIL 4 Foundation tutorial. Below topic are explained in this ITIL 4 Foundation training: 00:00 ITIL 4 Foundation 02:16 What is ITIL 4? Elements of ITIL: 08:29 Four dimensions 12:02 ITIL service value system 44:47 ITIL 4 Certification 46:30 Companies using ITIL To learn more about ITIL®, subscribe to our YouTube channel: https://www.youtube.com/user/Simplilearn?sub_confirmation=1 To access the slides, click here: https://www.slideshare.net/Simplilearn/itil-4-foundation-itil-4-foundation-training-what-is-itil-v4-itil-certification-simplilearn/Simplilearn/itil-4-foundation-itil-4-foundation-training-what-is-itil-v4-itil-certification-simplilearn Watch more videos on ITIL®: https://www.youtube.com/watch?v=8jyD53vtp0I&list=PLEiEAq2VkUULCGKcQrKdlaJ0o2xgeQdoa #ITILV4 #ITILTrainingVideos #ITILFoundation #ITILTrainingVideos #ITILCertification #ITILCourse #ITIL #ITILV4Foundation #WhatIsITIL #Simplilearn ✅About ITIL® 4 Foundation Certification Training Course This ITIL certification introduces learners to ITIL V4 Certification, the newest version of the ITIL 4 exam, to understand and improve an IT-enabled enterprise. This ITIL V4 certification training will help you understand the concepts, languages, best practices, and processes utilized in the ITIL 4 lifecycle. ✅ITIL Certification Course Overview This ITIL 4 foundation provides you with a firm understanding of the ITIL 4 framework, core concepts and terminologies of ITIL 4 service lifecycle. By the end of this ITIL certification, you will understand how ITIL 4 evolved to adopt modern technologies and operational processes as well as the necessary concepts in a service management framework. ✅ITIL Training Key Features 19 PDUs for self-paced learning 22 PDUs for online classroom flexi pass offered 30 chapter-end quizzes and 2 industry case studies Four simulation exams Exam voucher included ✅Benefits The ITIL certification is a requirement for people who want to understand the concept of ITIL frameworks and enhance the quality of IT Service Management. ITIL certified professionals can earn up to 40-percent more than their non-certified peers. ✅Eligibility This ITIL V4 certification training course is best suited for IT executives, IT architects, operations managers, IT audit managers, IT planners and consultants, database administrators, ITSM trainers, service delivery professionals, quality analysts, application management and development teams, and IT managers. Obtaining the ITIL V4 foundation certification is available to both seasoned IT professionals and those fresh in their IT career. ✅Pre-requisites Learners need to possess an undergraduate degree or a high school diploma. 👉 Learn more at: https://www.simplilearn.com/itil-managing-professional-training-course?utm_campaign=ITIL-V4-Foundation-CMRd6poZ8d4&utm_medium=Description&utm_source=youtube 🔥🔥 Interested in Attending Live Classes? Call Us: IN - 18002127688 / US - +18445327688

detail
{'title': 'ITIL 4 Foundation | ITIL 4 Foundation Training | What Is ITIL V4? | ITIL Certification | Simplilearn', 'heatmap': [{'end': 1194.524, 'start': 1160.108, 'weight': 1}], 'summary': 'Provides a comprehensive overview of itil 4, covering its value importance, elements, service value system, practices, itsm practices, and management practices. key concepts such as service co-creation, service value chain, and 34 itil 4 practices are emphasized with real-world examples to illustrate their applicability.', 'chapters': [{'end': 479.102, 'segs': [{'end': 82.34, 'src': 'embed', 'start': 52.14, 'weight': 1, 'content': [{'end': 58.343, 'text': 'Large, medium and small organizations across the world use ITIL in order to improve the value of their services.', 'start': 52.14, 'duration': 6.203}, {'end': 67.888, 'text': "But how can ITIL improve an organization's performance? With ITIL, an organization doesn't just save money but also works more effectively.", 'start': 58.623, 'duration': 9.265}, {'end': 75.454, 'text': 'It also has more benefits that are reduced IT cost, enhanced IT services, improved productivity,', 'start': 68.168, 'duration': 7.286}, {'end': 82.34, 'text': 'better management of business risk and service disruption, improved customer satisfaction by delivering efficient services,', 'start': 75.454, 'duration': 6.886}], 'summary': 'Itil helps organizations save money, work more effectively, and deliver efficient services, leading to improved it cost, enhanced it services, productivity, risk management, and customer satisfaction.', 'duration': 30.2, 'max_score': 52.14, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d452140.jpg'}, {'end': 128.601, 'src': 'embed', 'start': 99.654, 'weight': 0, 'content': [{'end': 105.259, 'text': 'It focuses on practical approach, on how to manage the core principles of quality services,', 'start': 99.654, 'duration': 5.605}, {'end': 113.887, 'text': 'how to implement ITIL from large to small organizations and how ITIL can be utilized with frameworks such as Agile, Lean and DevOps.', 'start': 105.259, 'duration': 8.628}, {'end': 119.312, 'text': 'Now what is in it for us to learn and understand from ITIL 4 tutorial.', 'start': 114.287, 'duration': 5.025}, {'end': 128.601, 'text': 'So, as part of this tutorial, we are going to now look at what is ITIL 4, elements of the ITIL 4 framework, that is, 4 dimensions,', 'start': 119.512, 'duration': 9.089}], 'summary': 'Learn about practical itil 4 approach and its application with agile, lean, and devops.', 'duration': 28.947, 'max_score': 99.654, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d499654.jpg'}, {'end': 209.856, 'src': 'embed', 'start': 164.418, 'weight': 2, 'content': [{'end': 173.729, 'text': 'So ITSM stands for Information Technology Service Management, where it focuses on how an organization maintains IT services for customers.', 'start': 164.418, 'duration': 9.311}, {'end': 182.84, 'text': 'Also, it controls various activities involved in a process, activities like planning, designing, delivering, deploying, and managing services.', 'start': 174.029, 'duration': 8.811}, {'end': 188.383, 'text': 'ITF4 emphasizes the importance of value creation rather than just delivering services.', 'start': 183.24, 'duration': 5.143}, {'end': 190.104, 'text': 'This involves value.', 'start': 188.683, 'duration': 1.421}, {'end': 195.567, 'text': 'Always as Lean mentioned repeatedly, value should be always in customer perspective.', 'start': 190.504, 'duration': 5.063}, {'end': 196.888, 'text': 'So there should be an outcome.', 'start': 195.747, 'duration': 1.141}, {'end': 201.35, 'text': 'Generally, we use the term called output for the products or services which are created.', 'start': 197.108, 'duration': 4.242}, {'end': 207.494, 'text': 'But by using that product or services, one has to have realization of the value created by it.', 'start': 201.671, 'duration': 5.823}, {'end': 209.856, 'text': 'so that request has certain outcomes.', 'start': 207.794, 'duration': 2.062}], 'summary': 'Itsm focuses on maintaining it services for customers, emphasizing value creation and customer perspective.', 'duration': 45.438, 'max_score': 164.418, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4164418.jpg'}, {'end': 261.163, 'src': 'embed', 'start': 230.738, 'weight': 3, 'content': [{'end': 234.361, 'text': 'so this also involves managing specific cost and risk.', 'start': 230.738, 'duration': 3.623}, {'end': 240.747, 'text': "when we say managing specific cost and risk, it's about service provider to own the cost and risk,", 'start': 234.361, 'duration': 6.386}, {'end': 243.869, 'text': 'and this cost and risk is not for the consumer or customer.', 'start': 240.747, 'duration': 3.122}, {'end': 247.232, 'text': 'so value must be clearly defined as the purpose of an organization.', 'start': 243.869, 'duration': 3.363}, {'end': 252.296, 'text': 'it is to create value for its stakeholders, whereas outcome is a result of service.', 'start': 247.232, 'duration': 5.064}, {'end': 256.36, 'text': 'they are specific and help you know whether you have reached your goal.', 'start': 252.296, 'duration': 4.064}, {'end': 261.163, 'text': 'so now To understand the outcome of an output, let us understand this example.', 'start': 256.36, 'duration': 4.803}], 'summary': 'Managing cost and risk for service provider, defining value and outcomes.', 'duration': 30.425, 'max_score': 230.738, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4230738.jpg'}, {'end': 408.709, 'src': 'embed', 'start': 378.797, 'weight': 5, 'content': [{'end': 386.499, 'text': 'Now what is ITIL for? So ITL 4, how to identify whether a service is delivering value to customer and meeting their requirements.', 'start': 378.797, 'duration': 7.702}, {'end': 390.72, 'text': 'Solution, this can be identified by evaluating the utility and warranty.', 'start': 386.819, 'duration': 3.901}, {'end': 394.161, 'text': 'Now it is very essential to understand what is utility and warranty for us.', 'start': 390.92, 'duration': 3.241}, {'end': 399.883, 'text': 'So utility refers to the functionality offered by product in order to meet a specific requirement.', 'start': 394.441, 'duration': 5.442}, {'end': 408.709, 'text': 'For example, utility of a training service is about the timings of the service, the content delivered during the services, the profile of the trainer,', 'start': 399.983, 'duration': 8.726}], 'summary': 'Itil 4 aims to evaluate service value through utility and warranty.', 'duration': 29.912, 'max_score': 378.797, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4378797.jpg'}], 'start': 7.318, 'title': 'Itil 4 and its value importance', 'summary': 'Provides an overview of itil 4, emphasizing its benefits and practical approach for improving efficiency. it also highlights the importance of creating value for customers by focusing on outcomes, co-creation of value, managing cost and risk, and evaluating utility and warranty in delivering services, with examples and definitions provided.', 'chapters': [{'end': 190.104, 'start': 7.318, 'title': 'Itil 4 foundation overview', 'summary': 'Provides an overview of itil 4, emphasizing its benefits, the latest itil framework, and its practical approach, with a focus on improving efficiency and achieving predictable service delivery.', 'duration': 182.786, 'highlights': ['The latest update, ITIL 4, released in February 2019, focuses on a practical approach to managing core principles of quality services, implementation for large to small organizations, and utilization with frameworks such as Agile, Lean, and DevOps.', 'ITIL helps organizations improve the value of their services, leading to benefits like reduced IT cost, enhanced IT services, improved productivity, better management of business risk and service disruption, and improved customer satisfaction.', 'ITIL is a set framework that helps align IT services with business requirements, aiming to deliver IT services using the most efficient method and improve efficiency for predictable service delivery.', 'ITIL emphasizes the importance of value creation rather than just delivering services, focusing on Information Technology Service Management (ITSM) and its control of various activities involved in IT service maintenance and delivery.']}, {'end': 479.102, 'start': 190.504, 'title': 'Importance of value in itil 4', 'summary': 'Emphasizes the importance of creating value for customers by focusing on outcomes, co-creation of value, managing cost and risk, and evaluating utility and warranty in delivering services, with examples and definitions provided.', 'duration': 288.598, 'highlights': ['Value creation is focused on outcomes and co-creation, with an emphasis on managing specific cost and risk, and understanding the perspective of stakeholders. Value creation is customer-centric, focusing on the realization of value through outcomes and co-creation. Emphasis is placed on managing specific cost and risk, and understanding stakeholder perspectives to create value accordingly.', 'Examples illustrate the difference between output and outcome, emphasizing the importance of customer experience in realizing value. Examples of wedding photography and restaurant services highlight the distinction between output (e.g., photo album) and outcome (e.g., customer satisfaction). Emphasis is placed on the importance of customer experience in realizing value.', 'The concept of utility and warranty is explained, outlining their importance in delivering services that meet specific requirements and provide assurance to customers. The concept of utility (functionality offered to meet specific requirements) and warranty (assurance of service availability, information security, capacity, and continuity) is explained, emphasizing their importance in delivering services that meet customer needs and provide assurance.']}], 'duration': 471.784, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d47318.jpg', 'highlights': ['ITIL 4 focuses on a practical approach to managing core principles of quality services, implementation for large to small organizations, and utilization with frameworks such as Agile, Lean, and DevOps.', 'ITIL helps organizations improve the value of their services, leading to benefits like reduced IT cost, enhanced IT services, improved productivity, better management of business risk and service disruption, and improved customer satisfaction.', 'ITIL emphasizes the importance of value creation rather than just delivering services, focusing on Information Technology Service Management (ITSM) and its control of various activities involved in IT service maintenance and delivery.', 'Value creation is focused on outcomes and co-creation, with an emphasis on managing specific cost and risk, and understanding the perspective of stakeholders.', 'Examples illustrate the difference between output and outcome, emphasizing the importance of customer experience in realizing value.', 'The concept of utility and warranty is explained, outlining their importance in delivering services that meet specific requirements and provide assurance to customers.']}, {'end': 1327.584, 'segs': [{'end': 592.695, 'src': 'embed', 'start': 519.556, 'weight': 2, 'content': [{'end': 523.538, 'text': 'Always it is required to look at a service having a holistic picture.', 'start': 519.556, 'duration': 3.982}, {'end': 529.581, 'text': 'So having this holistic picture requires correct understanding about these four dimensions of services.', 'start': 523.798, 'duration': 5.783}, {'end': 537.372, 'text': 'So when I say organizations and people, when I say information and technology, partners and suppliers, values and value streams and processes.', 'start': 529.841, 'duration': 7.531}, {'end': 544.362, 'text': 'So all these four dimensions will be definitely involved and required to look at for every services.', 'start': 537.692, 'duration': 6.67}, {'end': 546.305, 'text': 'So let us understand these one by one.', 'start': 544.582, 'duration': 1.723}, {'end': 556.429, 'text': 'Now organization people refers to the organization structure, the culture, the people, the principles, the values around revolving around the people,', 'start': 546.545, 'duration': 9.884}, {'end': 562.451, 'text': 'and organization structure, which makes for providing better outcomes, for creating better outcomes for the services.', 'start': 556.429, 'duration': 6.022}, {'end': 569.335, 'text': 'Similarly, information and technology involves information and knowledge which is required, along with the technology,', 'start': 562.751, 'duration': 6.584}, {'end': 573.138, 'text': 'to provide a required services and service management.', 'start': 569.335, 'duration': 3.803}, {'end': 579.602, 'text': 'The partners and suppliers focuses on those stakeholders who supply certain services for a service provider,', 'start': 573.318, 'duration': 6.284}, {'end': 583.725, 'text': 'so that service provider can provide the better services to their consumers of the services.', 'start': 579.602, 'duration': 4.123}, {'end': 589.211, 'text': 'Value streams and processes refers to the series of steps organization takes to create,', 'start': 584.025, 'duration': 5.186}, {'end': 592.695, 'text': 'deliver the products throughout the service lifecycle of a services.', 'start': 589.211, 'duration': 3.484}], 'summary': 'Understanding the four dimensions of services is crucial for providing better outcomes and service management.', 'duration': 73.139, 'max_score': 519.556, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4519556.jpg'}, {'end': 743.557, 'src': 'embed', 'start': 712.381, 'weight': 0, 'content': [{'end': 716.602, 'text': 'technological factors, legal factors and environmental factors.', 'start': 712.381, 'duration': 4.221}, {'end': 721.803, 'text': 'So further each dimension as I mentioned is affected by multiple factors and we saw that.', 'start': 716.902, 'duration': 4.901}, {'end': 725.564, 'text': 'And next let us look at ITIL service value system.', 'start': 722.223, 'duration': 3.341}, {'end': 728.705, 'text': 'So this forms the core part of ITIL framework.', 'start': 725.744, 'duration': 2.961}, {'end': 734.249, 'text': 'So this shows an end-to-end view about what is involved in service value system.', 'start': 728.985, 'duration': 5.264}, {'end': 737.872, 'text': 'So it starts with opportunity, demand, which is shown in the left side,', 'start': 734.349, 'duration': 3.523}, {'end': 743.557, 'text': 'and every service is creating the value and continually improve to align and create the value.', 'start': 737.872, 'duration': 5.685}], 'summary': 'Itil framework provides an end-to-end view of service value system involving opportunity, demand, and continual value creation and improvement.', 'duration': 31.176, 'max_score': 712.381, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4712381.jpg'}, {'end': 824.639, 'src': 'embed', 'start': 795.439, 'weight': 1, 'content': [{'end': 799.122, 'text': 'Now the components of service value system as we saw.', 'start': 795.439, 'duration': 3.683}, {'end': 806.067, 'text': 'Guiding principles is one of that which help in providing a comprehensive vision of how an organization should manage a service.', 'start': 799.382, 'duration': 6.685}, {'end': 807.888, 'text': 'So there are seven principles.', 'start': 806.287, 'duration': 1.601}, {'end': 809.989, 'text': 'So that is focus on value.', 'start': 808.228, 'duration': 1.761}, {'end': 816.274, 'text': 'start where you are, think and work holistically, progress iteratively with feedback, keep it simple and practical,', 'start': 809.989, 'duration': 6.285}, {'end': 819.536, 'text': 'collaborate and promote visibility, and optimize and automate.', 'start': 816.274, 'duration': 3.262}, {'end': 824.639, 'text': 'so when we say focus on value, which means everything we do as part of services.', 'start': 819.756, 'duration': 4.883}], 'summary': 'Service value system has 7 guiding principles, including focus on value, iterative progress, simplicity, collaboration, and optimization.', 'duration': 29.2, 'max_score': 795.439, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4795439.jpg'}, {'end': 947.761, 'src': 'embed', 'start': 919.041, 'weight': 4, 'content': [{'end': 921.944, 'text': 'Next component of service value system is governance.', 'start': 919.041, 'duration': 2.903}, {'end': 929.65, 'text': 'So when we say governance, governance basically is responsible for evaluating, directing and monitoring the IT service management.', 'start': 922.224, 'duration': 7.426}, {'end': 933.732, 'text': 'by adopting the guiding principles defined in ITIL 4 framework.', 'start': 929.95, 'duration': 3.782}, {'end': 943.258, 'text': 'It may also does demonstrate these principles considering the currently available or the principles which are defined in the organization.', 'start': 933.953, 'duration': 9.305}, {'end': 947.761, 'text': 'So this involves three main activities that is evaluate, direct and monitor.', 'start': 943.458, 'duration': 4.303}], 'summary': 'Governance evaluates, directs, and monitors it service management using itil 4 framework principles.', 'duration': 28.72, 'max_score': 919.041, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4919041.jpg'}, {'end': 1194.524, 'src': 'heatmap', 'start': 1160.108, 'weight': 1, 'content': [{'end': 1165.952, 'text': 'So now people would contribute to these activities and must have great analytical and management skills.', 'start': 1160.108, 'duration': 5.844}, {'end': 1169.374, 'text': 'There should be clear visualization about the services end to end.', 'start': 1166.152, 'duration': 3.222}, {'end': 1171.995, 'text': 'Like the principle we said having a holistic approach.', 'start': 1169.594, 'duration': 2.401}, {'end': 1175.597, 'text': "So, unless I have a holistic picture, a bird's eye view,", 'start': 1172.195, 'duration': 3.402}, {'end': 1179.86, 'text': 'I cannot understand what services is being delivered and what is that value it is going to be created.', 'start': 1175.597, 'duration': 4.263}, {'end': 1183.701, 'text': 'So this full picture of services end to end has to be visualized.', 'start': 1180.06, 'duration': 3.641}, {'end': 1185.902, 'text': 'That is the reason plan is on the top like an umbrella.', 'start': 1183.861, 'duration': 2.041}, {'end': 1187.662, 'text': 'So one has to understand that very clearly.', 'start': 1186.122, 'duration': 1.54}, {'end': 1194.524, 'text': 'So, as you get the insight towards that particular service service requirement, service level requirements, once the plan is ready,', 'start': 1187.802, 'duration': 6.722}], 'summary': 'Contribution to activities with great skills and holistic visualization for end-to-end services is crucial for understanding service delivery and value creation.', 'duration': 34.416, 'max_score': 1160.108, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41160108.jpg'}, {'end': 1276.368, 'src': 'embed', 'start': 1252.95, 'weight': 7, 'content': [{'end': 1260.856, 'text': "So continually engaging with all the stakeholders throughout the service value system and it's very rigorous as part of service value chain.", 'start': 1252.95, 'duration': 7.906}, {'end': 1263.758, 'text': 'So next activity would be design and transition.', 'start': 1261.036, 'duration': 2.722}, {'end': 1268.162, 'text': 'So design and transition focuses on creating and releasing new and change services.', 'start': 1263.999, 'duration': 4.163}, {'end': 1274.847, 'text': "Now when we say designing a new services, if you recall the points with what we had in ITIL v3, like four P's we used to discuss,", 'start': 1268.362, 'duration': 6.485}, {'end': 1276.368, 'text': 'which we just saw like four dimensions.', 'start': 1274.847, 'duration': 1.521}], 'summary': 'Engaging stakeholders in service value system, transitioning to new services with focus on design and release.', 'duration': 23.418, 'max_score': 1252.95, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41252950.jpg'}], 'start': 479.322, 'title': 'Itil 4 elements and service value system', 'summary': 'Discusses the two main elements defined in itil 4, including the four dimensions of services and the itil service value system. it emphasizes the importance of understanding the holistic picture of services through these dimensions and explains the itil service value system, guiding principles, governance activities, and the service value chain.', 'chapters': [{'end': 672.683, 'start': 479.322, 'title': 'Understanding itil 4 elements', 'summary': 'Discusses the two main elements defined in itil 4, including the four dimensions of services and the itil service value system, emphasizing the importance of understanding the holistic picture of services through these dimensions. it also highlights the specific components of each dimension and their relevance to service provision.', 'duration': 193.361, 'highlights': ['The four dimensions of services involve organizations and people, information and technology, partners and suppliers, and value streams and processes. The chapter emphasizes the four dimensions of services, namely organizations and people, information and technology, partners and suppliers, and value streams and processes, as crucial components for understanding the holistic picture of services.', 'The partners and suppliers focus on stakeholders who supply certain services for a service provider to enhance service provision. Partners and suppliers play a vital role in service provision by supplying certain services for a service provider, thereby contributing to the overall enhancement of service delivery.', 'The organization and people dimension refers to the organization structure, culture, and people, which are crucial for creating better outcomes for the services. The organization and people dimension encompasses the organization structure, culture, and people, all of which are pivotal in creating better outcomes for services.', 'Information and technology involve the information, knowledge, and technology required for providing the required services and service management. Information and technology play a key role in service provision, encompassing the information, knowledge, and technology necessary for delivering the required services and managing service operations effectively.', 'Value streams and processes refer to the series of steps organizations take to create and deliver products throughout the service lifecycle. Value streams and processes are critical as they represent the series of steps organizations undertake to create and deliver products throughout the service lifecycle, highlighting the importance of well-defined processes in service provision.']}, {'end': 1327.584, 'start': 672.923, 'title': 'Itil service value system', 'summary': 'Explains the itil service value system, which includes four dimensions impacting external factors, the itil service value system, guiding principles, governance activities, and the service value chain, emphasizing the importance of engaging with stakeholders and the design and transition activities.', 'duration': 654.661, 'highlights': ['The ITIL service value system comprises four dimensions impacted by six external factors, also known as pestle factors, including political, economic, social, technological, legal, and environmental factors. The chapter emphasizes the four dimensions of the ITIL service value system that are influenced by six external factors, providing a comprehensive understanding of the factors shaping service management.', 'The guiding principles of the service value system, including focusing on value, starting where you are, thinking and working holistically, progressing iteratively with feedback, keeping it simple and practical, collaborating and promoting visibility, and optimizing and automating, are essential for creating value for stakeholders and ensuring continual improvement. The chapter outlines the seven guiding principles of the service value system, emphasizing their importance in creating value for stakeholders and ensuring continual improvement in service management.', "The governance activities of the ITIL service value system involve evaluating, directing, and monitoring IT service management to ensure continual alignment with business requirements and customer needs, demonstrating the importance of continual evaluation, direction, and monitoring for maintaining alignment with the organization's goals and consumer needs. The chapter highlights the importance of governance activities in continually evaluating, directing, and monitoring IT service management to ensure alignment with business requirements and customer needs, emphasizing the significance of these activities in maintaining organizational alignment.", 'The service value chain encompasses interconnected activities such as engage, plan, improve, design and transition, obtain and build, deliver and support, and product and services, emphasizing the importance of engaging with stakeholders and focusing on the design and transition activities to create and release new and change services. The chapter emphasizes the interconnected activities within the service value chain, highlighting the importance of engaging with stakeholders and focusing on the design and transition activities to create and release new and change services, demonstrating the critical role of stakeholder engagement in service management.']}], 'duration': 848.262, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d4479322.jpg', 'highlights': ['The ITIL service value system comprises four dimensions impacted by six external factors, also known as pestle factors, including political, economic, social, technological, legal, and environmental factors.', 'The guiding principles of the service value system, including focusing on value, starting where you are, thinking and working holistically, progressing iteratively with feedback, keeping it simple and practical, collaborating and promoting visibility, and optimizing and automating, are essential for creating value for stakeholders and ensuring continual improvement.', 'The four dimensions of services involve organizations and people, information and technology, partners and suppliers, and value streams and processes.', 'The partners and suppliers focus on stakeholders who supply certain services for a service provider to enhance service provision.', 'The governance activities of the ITIL service value system involve evaluating, directing, and monitoring IT service management to ensure continual alignment with business requirements and customer needs.', 'The organization and people dimension refers to the organization structure, culture, and people, which are crucial for creating better outcomes for the services.', 'Information and technology involve the information, knowledge, and technology required for providing the required services and service management.', 'The service value chain encompasses interconnected activities such as engage, plan, improve, design and transition, obtain and build, deliver and support, and product and services, emphasizing the importance of engaging with stakeholders and focusing on the design and transition activities to create and release new and change services.', 'Value streams and processes refer to the series of steps organizations take to create and deliver products throughout the service lifecycle.']}, {'end': 1919.842, 'segs': [{'end': 1401.728, 'src': 'embed', 'start': 1348.617, 'weight': 0, 'content': [{'end': 1354.88, 'text': 'you acquire components, infrastructure components like servers, storage, database or application platforms.', 'start': 1348.617, 'duration': 6.263}, {'end': 1356.901, 'text': 'the testing platforms you acquire.', 'start': 1354.88, 'duration': 2.021}, {'end': 1358.782, 'text': 'you test those you make it ready.', 'start': 1356.901, 'duration': 1.881}, {'end': 1364.526, 'text': 'you set up that environment required for creation of a services, transition of a services.', 'start': 1358.782, 'duration': 5.744}, {'end': 1365.707, 'text': 'you obtain and build.', 'start': 1364.526, 'duration': 1.181}, {'end': 1368.088, 'text': 'Then further you deliver and support.', 'start': 1365.987, 'duration': 2.101}, {'end': 1374.713, 'text': 'This requires to ensure that services are delivered and supported in a way that meets stakeholders expectations.', 'start': 1368.208, 'duration': 6.505}, {'end': 1379.336, 'text': 'So as you engage on a continual basis, there is a collaboration which is going on throughout.', 'start': 1375.013, 'duration': 4.323}, {'end': 1385.14, 'text': 'And also like progress iteratively with feedback, you need to take that approach so that you will have a feedback.', 'start': 1379.656, 'duration': 5.484}, {'end': 1392.783, 'text': 'By doing this, you are demonstrating all the seven principles, right? So services provisioning is one part of it.', 'start': 1385.86, 'duration': 6.923}, {'end': 1393.584, 'text': 'New services.', 'start': 1392.864, 'duration': 0.72}, {'end': 1401.728, 'text': 'provisioning or modifying the existing services to enhance the performance of the existing services with added features and functionality is one thought.', 'start': 1393.584, 'duration': 8.144}], 'summary': "Acquire, test, set up, deliver, and support services to meet stakeholders' expectations and demonstrate the seven principles.", 'duration': 53.111, 'max_score': 1348.617, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41348617.jpg'}, {'end': 1567.206, 'src': 'embed', 'start': 1543.909, 'weight': 3, 'content': [{'end': 1552.195, 'text': 'so there are around 34 practices management practices which are designed to accomplish the specific objectives of a services.', 'start': 1543.909, 'duration': 8.286}, {'end': 1553.896, 'text': 'now, when I say 34 practices?', 'start': 1552.195, 'duration': 1.701}, {'end': 1559.8, 'text': 'earlier we used to have called processes, which we used to say process and functions in ITL v3 framework.', 'start': 1553.896, 'duration': 5.904}, {'end': 1567.206, 'text': 'So ITL v3 had defined 26 processes and then 5 lifecycle stages and also 4 functions.', 'start': 1560.1, 'duration': 7.106}], 'summary': 'Itil v3 had defined 26 processes, 5 lifecycle stages, and 4 functions, now 34 practices in itil framework.', 'duration': 23.297, 'max_score': 1543.909, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41543909.jpg'}, {'end': 1746.804, 'src': 'embed', 'start': 1712.057, 'weight': 5, 'content': [{'end': 1716.097, 'text': 'Initially to define, next to transition, next to monitor and manage.', 'start': 1712.057, 'duration': 4.04}, {'end': 1716.977, 'text': 'So it was there.', 'start': 1716.337, 'duration': 0.64}, {'end': 1720.398, 'text': 'So the process gets triggered some point in time, but it is there throughout.', 'start': 1717.117, 'duration': 3.281}, {'end': 1725.939, 'text': 'Now in ITIL 4, this particular practice is not bound to a specific life cycle stage.', 'start': 1720.718, 'duration': 5.221}, {'end': 1727.799, 'text': 'So whenever it is required, it is triggered.', 'start': 1726.139, 'duration': 1.66}, {'end': 1731.24, 'text': 'And each of these practices are interconnected certain way.', 'start': 1727.959, 'duration': 3.281}, {'end': 1735.181, 'text': 'If I take another example like information security management.', 'start': 1731.44, 'duration': 3.741}, {'end': 1737.361, 'text': 'So this is also important throughout the life cycle.', 'start': 1735.421, 'duration': 1.94}, {'end': 1746.804, 'text': 'And very interesting part here is information security management practice is the one which is not just for a service provided by service provider alone.', 'start': 1737.582, 'duration': 9.222}], 'summary': 'Itil 4 practices are not bound to a specific life cycle stage, interconnected, and essential throughout.', 'duration': 34.747, 'max_score': 1712.057, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41712057.jpg'}, {'end': 1779.493, 'src': 'embed', 'start': 1753.726, 'weight': 4, 'content': [{'end': 1759.547, 'text': 'so that better information security can be provided to all the services provided by a service provider.', 'start': 1753.726, 'duration': 5.821}, {'end': 1765.869, 'text': 'So keeping this in mind, the 34 practices are grouped into three major categories.', 'start': 1759.807, 'duration': 6.062}, {'end': 1771.03, 'text': 'General management practice, service management practice and technical management practices.', 'start': 1766.229, 'duration': 4.801}, {'end': 1773.331, 'text': 'When I say general management practice.', 'start': 1771.27, 'duration': 2.061}, {'end': 1779.493, 'text': 'so these general management practices, which are around 14 practices, are applicable across the organization.', 'start': 1773.331, 'duration': 6.162}], 'summary': '34 practices categorized into general, service, and technical management for enhanced information security.', 'duration': 25.767, 'max_score': 1753.726, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41753726.jpg'}], 'start': 1327.864, 'title': 'Itil 4 practices', 'summary': 'Discusses the four dimensions of services and the impact of personal factors, emphasizing the obtain and build phase, and the delivery and support phase. it introduces the concept of 34 itil 4 practices, emphasizing their flexibility and applicability across the service life cycle.', 'chapters': [{'end': 1401.728, 'start': 1327.864, 'title': 'Service management life cycle', 'summary': "Discusses the four dimensions of services and the impact of personal factors, emphasizing the obtain and build phase which involves acquiring resources and setting up environments for service creation and transition, and the delivery and support phase which focuses on meeting stakeholders' expectations and collaborating iteratively with feedback.", 'duration': 73.864, 'highlights': ['The obtain and build phase involves acquiring resources such as servers, storage, database or application platforms, and setting up the environment required for the creation and transition of services.', "The delivery and support phase requires ensuring that services meet stakeholders' expectations and engaging in continual collaboration, with iterative progress and feedback.", 'Services provisioning includes provisioning new services or modifying existing services to enhance performance with added features and functionality.']}, {'end': 1919.842, 'start': 1401.928, 'title': 'Itil 4 practices overview', 'summary': 'Introduces the concept of 34 itil 4 practices, emphasizing their flexibility and applicability across the service life cycle, with a focus on general, service, and technical management practices.', 'duration': 517.914, 'highlights': ["The chapter emphasizes the flexibility and applicability of the 34 ITIL 4 practices across the service life cycle, including 14 general management practices, such as information security management, relationship management, and strategic management. The chapter highlights the 34 ITIL 4 practices' flexibility and applicability across the service life cycle, with a focus on 14 general management practices, emphasizing the importance of practices like information security management, relationship management, and strategic management.", 'The practices are categorized into general, service, and technical management practices, with a particular emphasis on the applicability of information security management across the organization, not just for a specific service provided by the service provider. The practices are categorized into general, service, and technical management practices, and the chapter emphasizes the broad applicability of information security management across the organization, not limited to a specific service provided by the service provider.', 'The chapter discusses the evolution from the ITIL V3 framework, where processes were defined, to the ITIL 4 framework, which introduces practices to accommodate the complexity and transactions involved, reflecting the interconnectedness of the practices across the service life cycle. The chapter explains the evolution from the ITIL V3 framework, which defined processes, to the ITIL 4 framework, which introduces practices to accommodate complexity and transactions, highlighting the interconnectedness of the practices across the service life cycle.']}], 'duration': 591.978, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41327864.jpg', 'highlights': ['The obtain and build phase involves acquiring resources and setting up the environment for service creation.', "The delivery and support phase requires ensuring services meet stakeholders' expectations.", 'Services provisioning includes provisioning new services or modifying existing services to enhance performance.', 'The chapter emphasizes the flexibility and applicability of the 34 ITIL 4 practices across the service life cycle.', 'The 34 ITIL 4 practices are categorized into general, service, and technical management practices.', 'The evolution from the ITIL V3 framework to ITIL 4 reflects the interconnectedness of practices across the service life cycle.']}, {'end': 2374.813, 'segs': [{'end': 1949.133, 'src': 'embed', 'start': 1919.942, 'weight': 0, 'content': [{'end': 1926.484, 'text': 'So it is very essential to consider these practice at the organization level rather than just at a service level.', 'start': 1919.942, 'duration': 6.542}, {'end': 1928.705, 'text': 'The moment I focus at organization level.', 'start': 1926.644, 'duration': 2.061}, {'end': 1933.046, 'text': 'so all the applicable services will also get initiated and implemented.', 'start': 1928.705, 'duration': 4.341}, {'end': 1938.227, 'text': 'implementation of that particular practice, that application of that particular service as well.', 'start': 1933.046, 'duration': 5.181}, {'end': 1940.368, 'text': 'Similarly, if you look at relationship management.', 'start': 1938.467, 'duration': 1.901}, {'end': 1949.133, 'text': 'So when I say relationship at the broader perspective, relationship happens with two entities, two organizations, two individuals, two organizations,', 'start': 1940.548, 'duration': 8.585}], 'summary': 'Implementing practices at organization level initiates and implements applicable services, fostering broader relationships.', 'duration': 29.191, 'max_score': 1919.942, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41919942.jpg'}, {'end': 1989.481, 'src': 'embed', 'start': 1957.998, 'weight': 1, 'content': [{'end': 1963.06, 'text': "It's about two entities, service provider organization and customer organization, consumers organization.", 'start': 1957.998, 'duration': 5.062}, {'end': 1964.101, 'text': 'They should be relationship.', 'start': 1963.24, 'duration': 0.861}, {'end': 1968.545, 'text': 'this relationship management also, you can look at in terms of having across the organization,', 'start': 1964.401, 'duration': 4.144}, {'end': 1971.949, 'text': 'within the various different departments and function within organization.', 'start': 1968.545, 'duration': 3.404}, {'end': 1978.675, 'text': 'similarly, relationship between a manager and subordinate, relationship between colleagues, relation between suppliers and service provider,', 'start': 1971.949, 'duration': 6.726}, {'end': 1980.637, 'text': 'relationship between service provider and customer.', 'start': 1978.675, 'duration': 1.962}, {'end': 1981.418, 'text': "so it's across.", 'start': 1980.637, 'duration': 0.781}, {'end': 1989.481, 'text': 'so main purpose of this is to ensure a good relationship is maintained between organizations and its stakeholders.', 'start': 1981.858, 'duration': 7.623}], 'summary': 'Maintain good relationships between organizations and stakeholders for effective operations.', 'duration': 31.483, 'max_score': 1957.998, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41957998.jpg'}, {'end': 2017.179, 'src': 'embed', 'start': 1989.481, 'weight': 2, 'content': [{'end': 1994.243, 'text': 'only then that required collaboration and transactions can happen to make the business successful.', 'start': 1989.481, 'duration': 4.762}, {'end': 2001.146, 'text': 'so, keeping in this mind, rest all the practices as i mentioned strategic management or portfolio management, architecture management,', 'start': 1994.243, 'duration': 6.903}, {'end': 2008.149, 'text': 'service financial management, workforce and talent management, continual improvement, measurement and reporting, risk management,', 'start': 2001.146, 'duration': 7.003}, {'end': 2012.393, 'text': 'knowledge management, organizational change management, project management,', 'start': 2008.149, 'duration': 4.244}, {'end': 2017.179, 'text': 'supplier management all these has to be considered across the organization perspective.', 'start': 2012.393, 'duration': 4.786}], 'summary': 'Collaboration and transactions are key for business success, involving various management practices across the organization.', 'duration': 27.698, 'max_score': 1989.481, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41989481.jpg'}, {'end': 2073.739, 'src': 'embed', 'start': 2044.218, 'weight': 3, 'content': [{'end': 2049.9, 'text': 'there should be a relationship established, if not a relationship which lasts for long, on one-on-one basis.', 'start': 2044.218, 'duration': 5.682}, {'end': 2053.143, 'text': "it's about creation of that experience, because that is one of the touch points.", 'start': 2049.9, 'duration': 3.243}, {'end': 2054.123, 'text': 'now that is one experience.', 'start': 2053.143, 'duration': 0.98}, {'end': 2058.167, 'text': 'what that consumer will have the moment the consumer enters the restaurant?', 'start': 2054.123, 'duration': 4.044}, {'end': 2063.812, 'text': 'the ambience of the restaurant, the people who take care of the ambience of the restaurant, if they get the right feedback in time,', 'start': 2058.167, 'duration': 5.645}, {'end': 2065.273, 'text': 'what kind of ambience would help?', 'start': 2063.812, 'duration': 1.461}, {'end': 2067.455, 'text': 'what is the feedback about this from the customer?', 'start': 2065.273, 'duration': 2.182}, {'end': 2073.739, 'text': 'there is a transaction and relationship which is happening similar the billing team, the people working in the kitchen versus the waiter,', 'start': 2067.455, 'duration': 6.284}], 'summary': 'Establish long-lasting one-on-one relationships to create a positive dining experience, incorporating customer feedback for optimal ambiance and service.', 'duration': 29.521, 'max_score': 2044.218, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42044218.jpg'}, {'end': 2134.567, 'src': 'embed', 'start': 2109.921, 'weight': 4, 'content': [{'end': 2116.364, 'text': 'should be applicable across the organization and demonstrated so that you can create a better service experience to the consumers.', 'start': 2109.921, 'duration': 6.443}, {'end': 2118.587, 'text': 'So next is service management practices.', 'start': 2116.584, 'duration': 2.003}, {'end': 2126.376, 'text': 'So service management practices are the one which is applicable to specific services which are used for development, deployment,', 'start': 2118.887, 'duration': 7.489}, {'end': 2128.94, 'text': "delivery and support in the organization's environment.", 'start': 2126.376, 'duration': 2.564}, {'end': 2134.567, 'text': 'When I say organization, it may be organization of service provider, organization of consumer, organization of supplier.', 'start': 2129.08, 'duration': 5.487}], 'summary': 'Service management practices improve service experience for consumers.', 'duration': 24.646, 'max_score': 2109.921, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42109921.jpg'}, {'end': 2243.922, 'src': 'embed', 'start': 2224.756, 'weight': 5, 'content': [{'end': 2243.922, 'text': 'So IT assets are managed throughout the life cycle of that particular IT asset and it is very essential to keep those IT assets performance at that level so that no IT assets which are not considered are not kept without the visibility of those asset in the IT service management so that they are performing at certain level.', 'start': 2224.756, 'duration': 19.166}], 'summary': 'It assets must be managed throughout their life cycle to maintain performance and visibility in it service management.', 'duration': 19.166, 'max_score': 2224.756, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42224756.jpg'}, {'end': 2311.669, 'src': 'embed', 'start': 2286.236, 'weight': 6, 'content': [{'end': 2293.64, 'text': "So today's monitoring and event management tools if I speak about is so capable compared with the way it was there like 15-20 years back.", 'start': 2286.236, 'duration': 7.404}, {'end': 2294.6, 'text': "It's so capable.", 'start': 2293.78, 'duration': 0.82}, {'end': 2296.821, 'text': 'Today we are speaking about bringing automation to it.', 'start': 2294.8, 'duration': 2.021}, {'end': 2299.362, 'text': 'Already, lot of tools are automated that way,', 'start': 2296.901, 'duration': 2.461}, {'end': 2304.625, 'text': 'which provides predictive analysis which would provide the required action to improve the experience of the services.', 'start': 2299.362, 'duration': 5.263}, {'end': 2306.786, 'text': 'So that is the capability what we are speaking today.', 'start': 2304.945, 'duration': 1.841}, {'end': 2311.669, 'text': 'So focusing on this monitoring and event management need of a specific service.', 'start': 2307.026, 'duration': 4.643}], 'summary': "Today's monitoring tools are much more capable and automated, providing predictive analysis and action for improved service experience.", 'duration': 25.433, 'max_score': 2286.236, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42286236.jpg'}, {'end': 2366.705, 'src': 'embed', 'start': 2339.688, 'weight': 7, 'content': [{'end': 2344.771, 'text': 'So while doing this, one should not ignore the fact that alignment to those seven principles defined.', 'start': 2339.688, 'duration': 5.083}, {'end': 2345.812, 'text': 'It is very essential.', 'start': 2345.011, 'duration': 0.801}, {'end': 2348.593, 'text': 'So next is technical management practices.', 'start': 2346.032, 'duration': 2.561}, {'end': 2351.175, 'text': 'So, when we say technical management practices,', 'start': 2348.893, 'duration': 2.282}, {'end': 2361.601, 'text': 'it refers to the management of technology domains for the service management purposes by expanding or shifting their focus from technology solutions to IT services.', 'start': 2351.175, 'duration': 10.426}, {'end': 2366.705, 'text': "So if I'm just looking at a server, for example, an application, for example, as an individual component.", 'start': 2361.801, 'duration': 4.904}], 'summary': 'Adhering to seven principles and focusing on it services are essential for technical management practices.', 'duration': 27.017, 'max_score': 2339.688, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42339688.jpg'}], 'start': 1919.942, 'title': 'Itsm practices in organization-wide and service relationship management', 'summary': 'Emphasizes implementing itsm practices at an organization level, highlighting the significance of relationship management between service provider and customer, and discusses service relationship management across various touchpoints in the restaurant industry for a better service experience.', 'chapters': [{'end': 2027.952, 'start': 1919.942, 'title': 'Organization-wide practice implementation', 'summary': 'Emphasizes the importance of implementing itsm practices at an organization level, highlighting the significance of relationship management between service provider and customer, and the necessity of considering various management practices across the organization for successful business operations.', 'duration': 108.01, 'highlights': ['The importance of implementing ITSM practices at an organization level is emphasized, enabling all applicable services to be initiated and implemented (quantifiable data: implementation of all applicable services).', 'Emphasis is placed on relationship management between service provider and customer organization, as well as across different departments and functions within the organization (quantifiable data: relationship management across the organization, within various departments and functions).', 'Various management practices such as strategic management, portfolio management, architecture management, service financial management, workforce and talent management, continual improvement, measurement and reporting, risk management, knowledge management, organizational change management, project management, and supplier management need to be considered across the organization perspective for enabling understanding of service dynamics and business dynamics (quantifiable data: various management practices need to be considered across the organization perspective).']}, {'end': 2374.813, 'start': 2028.152, 'title': 'Service relationship management', 'summary': "Discusses service relationship management across various touchpoints in the restaurant industry, emphasizing the importance of creating a better service experience for consumers, and provides an overview of service management practices and it asset management in the organization's environment.", 'duration': 346.661, 'highlights': ['The chapter emphasizes the importance of creating a better service experience for consumers by establishing and maintaining relationships across various touchpoints in the restaurant industry. The focus is on building relationships with consumers through the ambience, the quality of service, and continuous feedback to enhance the overall experience.', "The chapter outlines 17 service management practices applicable to specific services used for development, deployment, delivery, and support in the organization's environment. The practices include IT asset management, monitor and event management, service design, service level management, availability management, capacity and performance management, service continuity management, and others.", 'The importance of IT asset management is highlighted, focusing on managing assets like servers, databases, applications, and individuals to ensure their proper performance and contribution to creating a better service value for consumers. The management and performance of IT assets throughout their lifecycle are essential for better service performance and contribution to the business.', 'Monitoring and event management are discussed, emphasizing the need for tools capable of providing predictive analysis and necessary insights to improve the experience of services. The chapter stresses the importance of monitoring service components and their behaviors, and the need for tools that can provide predictive analysis and insights to enhance service experience.', 'The chapter introduces technical management practices, focusing on the management of technology domains for service management purposes, shifting their focus from technology solutions to IT services. It emphasizes the need to manage technology domains for service management purposes and highlights the essential focus on IT services rather than individual technology components.']}], 'duration': 454.871, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d41919942.jpg', 'highlights': ['Emphasizes implementing ITSM practices at an organization level, enabling all applicable services to be initiated and implemented.', 'Focuses on relationship management between service provider and customer organization, within various departments and functions.', 'Various management practices such as strategic management, portfolio management, architecture management, service financial management, workforce and talent management, continual improvement, measurement and reporting, risk management, knowledge management, organizational change management, project management, and supplier management need to be considered across the organization perspective.', 'Emphasizes creating a better service experience for consumers by establishing and maintaining relationships across various touchpoints in the restaurant industry.', "Outlines 17 service management practices applicable to specific services used for development, deployment, delivery, and support in the organization's environment.", 'Highlights the importance of IT asset management, focusing on managing assets like servers, databases, applications, and individuals to ensure their proper performance and contribution to creating a better service value for consumers.', 'Emphasizes monitoring and event management, stressing the need for tools capable of providing predictive analysis and necessary insights to improve the experience of services.', 'Introduces technical management practices, focusing on the management of technology domains for service management purposes, shifting their focus from technology solutions to IT services.']}, {'end': 2972.35, 'segs': [{'end': 2417.452, 'src': 'embed', 'start': 2374.993, 'weight': 0, 'content': [{'end': 2383.741, 'text': 'So the technology technical management practices are of three types, which includes deployment management, software development and management,', 'start': 2374.993, 'duration': 8.748}, {'end': 2385.242, 'text': 'infrastructure and platform management.', 'start': 2383.741, 'duration': 1.501}, {'end': 2392.684, 'text': 'So overall general management practice is 14, service management practice is 17 and technical management practice is 3.', 'start': 2385.522, 'duration': 7.162}, {'end': 2396.686, 'text': 'So totally 34 management practices defined in ITL 4.', 'start': 2392.684, 'duration': 4.002}, {'end': 2403.768, 'text': 'So when I said deployment management, now as you design and transition, obtain and build to deliver, you need to deploy.', 'start': 2396.686, 'duration': 7.082}, {'end': 2408.429, 'text': 'Now while deploying that deployment has to be scheduled like release scheduling we do.', 'start': 2404.028, 'duration': 4.401}, {'end': 2412.05, 'text': 'So once that is scheduled then deployment would happen at certain point in time.', 'start': 2408.689, 'duration': 3.361}, {'end': 2417.452, 'text': 'So deployment practice would help in terms of designing and managing and controlling the build,', 'start': 2412.27, 'duration': 5.182}], 'summary': 'Itl 4 defines 34 management practices, including 14 general, 17 service, and 3 technical management practices.', 'duration': 42.459, 'max_score': 2374.993, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42374993.jpg'}, {'end': 2529.516, 'src': 'embed', 'start': 2499.546, 'weight': 2, 'content': [{'end': 2502.627, 'text': 'only then they can perform here as part of these practices.', 'start': 2499.546, 'duration': 3.081}, {'end': 2506.969, 'text': 'so next component for service value system is continual improvement.', 'start': 2502.627, 'duration': 4.342}, {'end': 2508.589, 'text': 'so as we say continual improvement,', 'start': 2506.969, 'duration': 1.62}, {'end': 2517.053, 'text': "it's for entire service value system which ensures that IT services continuously align to stakeholders expectations.", 'start': 2508.589, 'duration': 8.464}, {'end': 2521.054, 'text': "so we just don't speak about fulfilling the expectation of stakeholders.", 'start': 2517.353, 'duration': 3.701}, {'end': 2522.915, 'text': 'going beyond that expectation.', 'start': 2521.054, 'duration': 1.861}, {'end': 2525.795, 'text': "it's very important, so meaning giving better service experience.", 'start': 2522.915, 'duration': 2.88}, {'end': 2529.516, 'text': 'so the support continual improvement at all levels.', 'start': 2525.795, 'duration': 3.721}], 'summary': "Continual improvement ensures it services align with stakeholders' expectations and go beyond, providing better service experience.", 'duration': 29.97, 'max_score': 2499.546, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42499546.jpg'}, {'end': 2720.503, 'src': 'embed', 'start': 2693.074, 'weight': 3, 'content': [{'end': 2701.278, 'text': 'So now ITIL 4 foundation certification is an entry-level certification which offers basic knowledge of ITIL key elements,', 'start': 2693.074, 'duration': 8.204}, {'end': 2705.24, 'text': 'core concepts and terminologies used in ITIL 4..', 'start': 2701.278, 'duration': 3.962}, {'end': 2712.892, 'text': 'The various levels of certifications as defined in ITL 4 certification scheme is like ITL foundation is the basic level of certification.', 'start': 2705.24, 'duration': 7.652}, {'end': 2720.503, 'text': 'There are three types of modules in ITL specialist certification and two modules in ITL strategist modules.', 'start': 2713.172, 'duration': 7.331}], 'summary': 'Itil 4 foundation certification provides basic knowledge of itil key elements, core concepts, and terminologies. itil specialist certification includes three modules, and itil strategist certification includes two modules.', 'duration': 27.429, 'max_score': 2693.074, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42693074.jpg'}, {'end': 2853.925, 'src': 'embed', 'start': 2827.328, 'weight': 4, 'content': [{'end': 2831.03, 'text': 'It was a challenge to maintain the availability of assets for the customers.', 'start': 2827.328, 'duration': 3.702}, {'end': 2840.377, 'text': 'So adoption of ITIL in Disney has improved service delivery and performance, 100% availability of assets, improved reliability,', 'start': 2831.351, 'duration': 9.026}, {'end': 2845.56, 'text': 'maintainability and scalability of IT services, then increase in customer engagement.', 'start': 2840.377, 'duration': 5.183}, {'end': 2853.925, 'text': 'So similarly, there are many organizations similar to Disney has adopted ITIL and has seen that value realization happening to them.', 'start': 2845.86, 'duration': 8.065}], 'summary': 'Adopting itil at disney improved service delivery and performance, achieving 100% asset availability, and increasing customer engagement, with similar benefits seen in other organizations.', 'duration': 26.597, 'max_score': 2827.328, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42827328.jpg'}], 'start': 2374.993, 'title': 'Itl 4 management practices and service value system', 'summary': 'Outlines 34 itl 4 management practices, emphasizing 14 general, 17 service, and 3 technical practices, while also discussing the itil 4 service value system components, continual improvement, certification levels, and real-world examples.', 'chapters': [{'end': 2499.546, 'start': 2374.993, 'title': 'Itl 4 management practices overview', 'summary': 'Outlines the 34 management practices defined in itl 4, with 14 general management practices, 17 service management practices, and 3 technical management practices, including deployment management, software development and management, and infrastructure and platform management, emphasizing the importance of enhancing the capabilities of individuals involved in these activities.', 'duration': 124.553, 'highlights': ['The chapter outlines 34 management practices in ITL 4, with 14 general management practices, 17 service management practices, and 3 technical management practices.', 'Deployment management involves designing, managing, and controlling the build, test, and deployment of releases to deliver new functionality, with deployment scheduling as a crucial part of the process.', 'Software development and management focuses on enhancing the quality of software development and ensuring the required functionality for IT services, depending on the kind of platforms used.', 'Emphasizes the importance of enhancing the capabilities of individuals involved in the management practices, including roles such as service manager, process owner, and service owner, who require specific competencies and capabilities.']}, {'end': 2972.35, 'start': 2499.546, 'title': 'Itil 4 service value system', 'summary': 'Discusses the itil 4 framework, specifically focusing on the components of the service value system, including continual improvement, certification levels, and examples of organizations using itil practices.', 'duration': 472.804, 'highlights': ["The ITIL 4 framework emphasizes continual improvement in the service value system to ensure IT services continuously align with stakeholders' expectations, going beyond just fulfilling expectations. Continual improvement ensures IT services align with stakeholders' expectations, emphasizing better service experience. The ITIL 4 framework includes the continual improvement model, which provides a structured approach for regular improvements.", 'The ITIL 4 certification scheme consists of various levels, such as the foundation, specialist, strategist, and master certifications, each with specific modules and examination formats. The ITIL 4 certification scheme includes foundation, specialist, strategist, and master certifications, each requiring completion of specific modules. The foundation examination comprises 40 multiple choice questions with a passing score of 65%.', 'Organizations like Disney have adopted ITIL practices, leading to improved service delivery, 100% asset availability, increased reliability, maintainability, scalability of IT services, and enhanced customer engagement. Adoption of ITIL practices at Disney resulted in improved service delivery, 100% asset availability, increased reliability, maintainability, scalability of IT services, and enhanced customer engagement.']}], 'duration': 597.357, 'thumbnail': 'https://coursnap.oss-ap-southeast-1.aliyuncs.com/video-capture/CMRd6poZ8d4/pics/CMRd6poZ8d42374993.jpg', 'highlights': ['The chapter outlines 34 management practices in ITL 4, with 14 general management practices, 17 service management practices, and 3 technical management practices.', 'Deployment management involves designing, managing, and controlling the build, test, and deployment of releases to deliver new functionality, with deployment scheduling as a crucial part of the process.', "The ITIL 4 framework emphasizes continual improvement in the service value system to ensure IT services continuously align with stakeholders' expectations, going beyond just fulfilling expectations.", 'The ITIL 4 certification scheme consists of various levels, such as the foundation, specialist, strategist, and master certifications, each with specific modules and examination formats.', 'Organizations like Disney have adopted ITIL practices, leading to improved service delivery, 100% asset availability, increased reliability, maintainability, scalability of IT services, and enhanced customer engagement.']}], 'highlights': ['ITIL 4 focuses on a practical approach to managing core principles of quality services, implementation for large to small organizations, and utilization with frameworks such as Agile, Lean, and DevOps.', 'ITIL helps organizations improve the value of their services, leading to benefits like reduced IT cost, enhanced IT services, improved productivity, better management of business risk and service disruption, and improved customer satisfaction.', 'The ITIL service value system comprises four dimensions impacted by six external factors, also known as pestle factors, including political, economic, social, technological, legal, and environmental factors.', 'The guiding principles of the service value system, including focusing on value, starting where you are, thinking and working holistically, progressing iteratively with feedback, keeping it simple and practical, collaborating and promoting visibility, and optimizing and automating, are essential for creating value for stakeholders and ensuring continual improvement.', 'The obtain and build phase involves acquiring resources and setting up the environment for service creation.', 'Emphasizes implementing ITSM practices at an organization level, enabling all applicable services to be initiated and implemented.', 'The chapter outlines 34 management practices in ITL 4, with 14 general management practices, 17 service management practices, and 3 technical management practices.', "The ITIL 4 framework emphasizes continual improvement in the service value system to ensure IT services continuously align with stakeholders' expectations, going beyond just fulfilling expectations."]}