What you'll learn:
Introduction to Service Management and ITIL
-About ITIL 4
-The Structure and Benefits of the ITIL 4 Framework
Key Concepts of Services Management
-Value and Value Co-Creation
-Organizations, Service Providers, Service Consumers, and Other Stakeholders
-Product and Services
-Service Relationship
-Value: Outcomes, Costs, and Risks
The Four Dimensions of Service Management
-Organizations and People
-Information and Technology
-Partners and Suppliers
-Value Streams and Processes
Service Value System
-Opportunity, Demand, and Value
-The ITIL Guiding Principles
ITIL Management Practices
-General Management Practices
-Service Management Practices