Module 2: Core Concepts of Service Management

• Understanding Value in Service Management

• Defining Organizational Roles and Relationships

• Stakeholders and Service Consumers: Roles and Responsibilities

• Service Creation and Value Co-Creation

• Differentiating between Products, Services, and Service Offerings

• Service Relationships: Provision vs. Consumption

• Service Relationship Management Model

• Understanding Utility, Warranty, and Value Definitions

• Review and Assessment

 

Module 3: Key Concepts of ITIL® 4

• The Four Dimensions of Service Management

  • Organizations and People: Cultural Needs and Organizational Complexity

  • Information and Technology: Key Considerations

  • Partners and Suppliers: Forms of Collaboration

  • Value Streams and Processes: Defining and Managing Practices

• ITIL® Service Value System (SVS) Overview

• Governance and Silos in Service Management

• Applying the SVS: Service Value Chain, Inputs, and Outputs

• Key Practices and Value Streams

• Service Delivery and Continual Improvement

• Assessment and Review

 

Module 4: Guiding Principles

• Understanding ITIL® 4 Guiding Principles

  • Focus on Value: Customer Experience and User Experience

• Start Where You Are: Current Assessment and Measuremento

  • Progress Iteratively with Feedback: Role of Feedback Loops

  • Collaborate and Promote Visibility: Enhancing Communication

  • Think and Work Holistically: Balancing Multiple Perspectives

  • Keep it Simple and Practical: Addressing Conflicting Objectives

  • Optimize and Automate: Approaches for Efficiency and Automation

• Case Studies: Practical Applications of Guiding Principles

• Principle Interactions and Best Practices

• Review and Reflection

 

Module 5: ITIL® 4 Management Practices

• Overview of ITIL® Management Practices

  • General Management Practices

  • Service Management Practices

  • Technical Management Practices

• Key ITIL® Practices

  • Incident Management: Guidance, Tools, and Types of Incidents

  • Service Request Management: Fulfillment Steps and Automation

  • Problem Management: Phases and Control

  • Continual Improvement: Applying Models, Tracking, and KPIs

  • Service Level Management: SLAs, Metrics, and Customer Feedback

  • Change Enablement: Types of Change, Scheduling, and Authority

• Contributions of Management Practices to Service Value Chain (SVC)

• Review and Interactive Activities

Course Review and Next Steps

• Summary of Key Concepts and Practices

• Preparation for Further Study or Certification

• Final Reflection and Assessment