Understand that ITIL is a source of best practices. Best practices are available in a variety of sources, and ITIL is one of them. ITIL should be used in association with other best-practice approaches. Standards and industry practices should be used to complement proprietary knowledge to achieve best practices for your organizational requirements.

Understand why ITIL is successful. The guidance that exists in the framework is based on a pragmatic approach of “adopt and adapt.” The key factors that make it successful are the nonprescriptive, vendor-neutral best practices that form the core service lifecycle publications.

Be able to recall the definitions of the key terms used in this chapter. The most important terms to remember are service, IT service, outcome, service management, IT service management, and IT service provider.

Understand that services may be grouped together. Services are grouped into core (business-critical services), enabling (services that support the delivery of core services), and enhancing (services that add value to the core services).

Understand the different types of customer that ITIL defines. Internal customers are based in the same organization as the service provider. External customers are based outside of the organization of the service provider.

Be able to differentiate between the three service provider types. The three types are Type I (internal, within individual business units), Type II (shared, providing services shared across a number of business units), and Type III (external, providing services to external customers).

Understand the difference between the stakeholder types. The stakeholder types are customers who are individuals or groups that buy goods or services, users who use the services on a daily basis, and suppliers who are third parties who provide services that support or enable IT services.

Be able to name the characteristics of processes. The characteristics of processes are that they are measureable, respond to a trigger, deliver a specific result, and deliver to a customer or stakeholder.

Understand that automation is used to help improve efficiency and effectiveness. Although it is not explicitly referred to in every process or lifecycle stage, automation and the use of technology are key enablers for process enhancement and improvements.

Be able to name the core stages of the service lifecycle. The core lifecycle stages are service strategy, service design, service transition, service operation, and continual service improvement.

Understand that the ITIL core publications are supported by complementary guidance. This guidance may be industry-specific or provide context to the adoption of service management best practices.