Content
Module 1: Understand Key Concepts of Service Management
- Service Management
- Service and relationship with Value, Outcome, Cost and Risks
- Service Consumers, Service Providers, Users, Customer
- Understanding Nature and Components of Value
- Value Co-Creation
- Understanding Service Relationships
Module 2: ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
Module 3: ITIL Service Value System
- Four Dimensions of Service Management
- Components of the Service Value System including Value Chain, Governance and Practices
- Value Chain Activities within the Value System
Module 4: ITIL Practices
- 3 Categories of ITIL Practices
- Purpose and detailed look at selected Practices (including):
- Incident Management
- Problem Management
- Change Control
- Service Level Management
- Continual Improvement
- Service Request Management
- Service Desk
- Information Security Management
- Relationship Management
- Service Configuration Management
- Supplier Management