Key Concepts and the Four Dimensions of Service Management Overview/Description Expected Duration Lesson Objectives Course Number Expertise Level Overview/Description ITIL has guiding principles of the service value system (SVS). In this course, you'll discover the seven guiding principles. Then, you'll learn about the continual improvement model and its seven steps. First, you'll explore the questions what is the vision?, where are we now?, where do we want to be?, and how do we get there? Then you'll learn about the step take action. Finally, you'll discover the steps that ask the questions did we get there? and how do we keep the momentum going? This course was originally created by Global Knowledge (GK).
Expected Duration (hours)
0.9
Lesson Objectives Key Concepts and the Four Dimensions of Service Management
describe the components of ITIL's value system
discuss the four dimensions of service management, their purpose and how value is facilitated
define service management and the key concepts of service management
describe the nature of value and value co-creation
discuss stakeholders and the importance of understanding different perspectives
define products and services and discuss their importance
describe the components of a service
discuss service relationships and describe the role played by their components
describe the service relationship model and the roles played by organizations in such a model
discuss how value can affect costs, risks, and outcomes
describe the differences between outputs and outcomes
discuss the types of costs involved in service relationships
describe the types of risks involved in service relationships
define the differences between utility and warranties
discuss the stakeholders of service management and the value to them
discuss the PESTLE model and the factors that affect the four dimensions of service management
describe the first dimension of service management, organizations and people
discuss the second dimension of service management, information and technology
describe the third dimension of service management, partners and suppliers
discuss the fourth dimension of service management, value streams and processes
describe the path of the value stream process using a real-world example
Course Number: it_acsmgk_01_enus
Expertise Level
Everyone