FUNDAMENTALS OF IT SERVICE MANAGEMENT

Course Content

Total Training Hours: 14 hours
  • DAY 1: THE SERVICE VALUE SYSTEM (SVS)  0/1

    • Lecture1.1
      Describes how components and activities work together to facilitate value creation
  • KEY CONCEPTS OF SERVICE MANAGEMENT  0/0

  • FOUR DIMENSIONS OF SERVICE MANAGEMENT  0/4

    • Lecture3.1
      Organisations & People
    • Lecture3.2
      Information & Technology
    • Lecture3.3
      Partners & Suppliers
    • Lecture3.4
      Value streams & Processes
  • THE SERVICE VALUE CHAIN  0/6

    • Lecture4.1
      Plan
    • Lecture4.2
      Engage
    • Lecture4.3
      Improve
    • Lecture4.4
      Design and transition
    • Lecture4.5
      Obtain/build
    • Lecture4.6
      Deliver and support
  • ITIL GUIDING PRINCIPLES  0/7

    • Lecture5.1
      Focus on Value
    • Lecture5.2
      Start where you are
    • Lecture5.3
      Progress Iteratively
    • Lecture5.4
      Collaborate, Be Transparent
    • Lecture5.5
      Work Holistically
    • Lecture5.6
      Keep it Simple
    • Lecture5.7
      Optimise & Automate
  • Q & A  0/0

  • DAY 2: ITIL PRACTICES  0/3

    • Lecture7.1
      General Management Practices
    • Lecture7.2
      Service Management Practices
    • Lecture7.3
      Technical Management Practices
  • Q & A  0/0

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