Course: Introduction to ITIL V4 Service Management Concept
Modules:
Trainer Introduction, Introduction to Course, Introduction to Module, Key Trends in ITSM, Key Milestone and Version of ITIL, Explain ITIL Framework, Importance of the Structure and Benefits of ITIL Framework, Introduction to Service Value System
Detailed Explanation of the Service Value System, Discussion on the Core Components of the SVS, Illustrations and Diagrams to Visualize the Structure, Exploration of the four Dimensions of IT service Management, Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes, Understanding How these Dimensions Contribute to the Overall Structure of ITIL 4, Conclusion of Module
Introduction to General Management Practices, 14 Processes involved in Genereal Management Practices, Introduction to Service Management Practices, 17 Processes involved in General Management Practices, Introduction to Technical Management Practices, Three Practices Involved in Technical Management Practices
Introduction to Key Concepts and Terminology of ITIL, Overview of Nature of Value and Value Co-Creation Part 1, Overview of Nature of Value and Value Co-Creation Part 2, Overview of Nature of Value and Value Co-Creation Part 3, Overview of Organizations, Service Providers, Service Consumers, and other Stakeholders Part 1, Overview of Organizations, Service Providers, Service Consumers, and other Stakeholders Part 2, Overview of Organizations, Service Providers, Service Consumers, and other Stakeholders Part 3, Overview of Organizations, Service Providers, Service Consumers, and other Stakeholders Part 4, What is Products and services Part 1, What is Products and services Part 2, What is Products and services Part 3, What is Products and services Part 4, What are Service Relationships?, What are Values?, What are Outcomes?, What are Costs and Risks?
Introduction to Value and Value Co Creation, Definition and Importance of Value Co-Creation Part 1, Definition and Importance of Value Co-Creation Part 2, Examples of How Value is Collaboratively Created with Stakeholders Part 1, Examples of How Value is Collaboratively Created with Stakeholders Part 2, Examples of How Value is Collaboratively Created with Stakeholders Part 3, Definition and Roles of Service Providers in ITIL Part 1, Definition and Roles of Service Providers in ITIL Part 2, Definition and Roles of Service Providers in ITIL Part 3, Definition and Roles of Service Providers in ITIL Part 4, Importance of Service Providers in the Service Value Chain, The Role and Expectations of Service Consumers, Managing and Meeting customer Expectations, Overview of Other Stakeholders and their Impact on Services
How Resources are Configured to Create Value, Configuring Resources for Optimal Service Delivery, Defining Service Offerings and Their Components, Examples of Effective Service Offerings Part 1, Examples of Effective Service Offerings Part 2, Explanation of the Service Relationship Model Visual Representation and Practical Applications_Part 1, Explanation of the Service Relationship Model Visual Representation and Practical Applications_Part 2, Defining and Measuring Service Outcomes, Examples of Positive Service Outcomes, Understanding the Costs Associated with Service Delivery, Balancing Costs with Value Creation, Identifying and Managing Risks in IT Service Management, Examples of Common Risks in Service Delivery, Differentiating Between Utility and Warranty in the Context of IT Services