Objective

On completion of this course, the following learning outcomes will be achieved:

• Understand key service management concepts
• Understand how the ITIL guiding principles can help an organization adopt and adapt service management
• Understand the four dimensions of service management
• Understand the purpose and components of the ITIL service value system
• Understand the activities of the service value chain, and how they interconnect
• Know the purpose and key terms of selected ITIL practices with focus on key selected practices