Course Content
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DAY 1: THE SERVICE VALUE SYSTEM (SVS)
- Describes how components and activities work together to facilitate value creation
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KEY CONCEPTS OF SERVICE MANAGEMENT
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FOUR DIMENSIONS OF SERVICE MANAGEMENT
- Organisations & People
- Information & Technology
- Partners & Suppliers
- Value streams & Processes
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THE SERVICE VALUE CHAIN
- Plan
- Engage
- Improve
- Design and transition
- Obtain/build
- Deliver and support
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ITIL GUIDING PRINCIPLES
- Focus on Value
- Start where you are
- Progress Iteratively
- Collaborate, Be Transparent
- Work Holistically
- Keep it Simple
- Optimise & Automate
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Q & A
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DAY 2: ITIL PRACTICES
- General Management Practices
- Service Management Practices
- Technical Management Practices
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Q & A
Prev
Work Holistically
Next
Optimise & Automate