From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Where does it hurt?

Where does it hurt? - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Where does it hurt?

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- [Instructor] Terms and distinctions are in ITIL because there are things that must be managed and kept in a desired state, even if it takes only five minutes of someone's time a year. ITIL defines terms and makes distinctions because if individuals, teams, and organizations don't understand those terms and make those distinctions, it means they're probably not systematically managing those things. To apply this concept, in this case, let's use the third way, lowering barriers and increasing enablers. We're focused on lowering barriers here in this instance. Here's how. Look at the list of terminology in ITIL Foundation and ask, where don't we have shared terminology, and where don't we make those distinctions? For example, between customers who pay the bills and users who use services. And where is that causing us, or has it caused us, issues? Where are we experiencing a lot of overhead in defining and redefining terms for new starters and ephemeral staff? Where are we experiencing…

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