Introduction to service management and ITIL

• IT service management in modern world
• About ITIL 4
• The structure and benefits of the ITIL 4 framework
  • The ITIL SVS
  • The four dimensions model

Key concepts of service management

• Value and Value Co-Creation
  • Value Co-Creation
• Organizations, Service Providers, Service Consumers, and other stakeholders
  • Service Providers
  • Service Consumers
  • Other Stakeholders
• Products and services
  • Configuring Resources for Value Creation
  • Service Offerings
• Service Relationships
  • The Service Relationship Model
• Value: Outcomes, Costs and Risks
  • Outcomes
  • Costs
  • Risks
  • Utility and Warranty
• Summary

The Four Dimensions of Service Management

• Organizations and People
• Information Technology
• Partners and Suppliers
• Value Streams and Processes
  • Value Streams for Service Management
  • Processes
• External Factors
• Summary

The ITIL Service Value System

• Service Value System Overview
• Opportunity
• The ITIL Guiding Principles
  • Focus on Value
  • Start Where You Are
  • Progress Iteratively with Feedback
  • Collaboration and Promote Visibility
  • Think and Work Holistically
  • Keep it Simple and Practical
  • Optimize and Automate
  • Principle Interaction
• Governance
  • Governing bodies and Governance
  • Governance in the SVS
• Service Value Chain
  • Plan
  • Improve
  • Engage
  • Design and Transition
  • Obtain / Build
  • Deliver and Support
• Continual Improvement
  • Steps of the Continual improvement model
  • Continual Improvement and Guiding Principles
• Practices
• Summary

ITIL Management Practices

• General Management Practices 89
  • Architecture Management
  • Continual Improvement
  • Information Security Management
  • Knowledge Management
  • Measurement and Reporting
  • Organizational Change Management
  • Portfolio Management
  • Project Management
  • Relationship Management
  • Risk Management
  • Service Financial Management
  • Strategy Management
  • Supplier Management
  • Workforce and Talent Management
• Service Management Practices
  • Availability Management
  • Business Analysis
  • Capacity and Performance Management
  • Change Control
  • Incident Management
  • IT Asset Management
  • Monitoring and Event Management
  • Problem Management
  • Release Management
  • Service Catalogue Management
  • Service Configuration Management
  • Service Continuity Management
  • Service Design
  • Service Desk
  • Service Level Management
  • Service Request Management
  • Service Validation and Testing