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Key concepts of IT service management (ITSM)

Key concepts of IT service management (ITSM) - ITIL Tutorial

From the course: Learning ITIL®

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Key concepts of IT service management (ITSM)

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- [Narrator] Let's take a moment to discuss the stakeholders of services and service management, that is, the people and organizations that have a stake in the value of a service. The provider is a stakeholder of the service for sure. They clearly have a stake in ensuring the service is something of value to consumers, that it is superior to alternatives and that it helps consumers get their jobs to be done done so that consumers take up the service. They also have a stake in ensuring the service can be delivered profitably. Consumers clearly also have a stake in the services they buy and use. This includes the customer who defines the requirements for services and takes responsibility for the outcomes of service consumption. This could be the same or a different person than the sponsor who authorizes the budget for service consumption. The sponsor is a term also used to describe an organization or person…

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