Key Concepts and the Four Dimensions of Service Management

ITIL®    |    Everyone
  • 21 videos | 53m 58s
  • Includes Assessment
  • Earns a Badge
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).

WHAT YOU WILL LEARN

  • 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

IN THIS COURSE

  • 2m 45s
  • 1m 20s
    In this video, find out how to discuss the four dimensions of service management, their purpose, and how value is facilitated. FREE ACCESS
  • Locked
    3.  Key Concepts of Service Management
    1m 28s
    Upon completion of this video, you will be able to define service management and the key concepts of service management. FREE ACCESS
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    4.  The Nature of Value and Value Co-Creation
    2m 13s
    During this video, you will learn how to describe the nature of value and how to co-create value. FREE ACCESS
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    5.  Stakeholders
    3m 23s
    Find out how to discuss stakeholders and the importance of understanding different perspectives. FREE ACCESS
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    6.  Products and Services
    1m 52s
    Learn how to define products and services and why they are important. FREE ACCESS
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    7.  Components of a Service
    3m 2s
    In this video, you will learn how to describe the components of a service. FREE ACCESS
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    8.  Service Relationships
    2m 48s
    During this video, you will learn how to discuss service relationships and describe the role played by their components. FREE ACCESS
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    9.  The Service Relationship Model
    2m 11s
    In this video, you will learn how to describe the service relationship model and the roles played by organizations in such a model. FREE ACCESS
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    10.  Outcomes, Costs, and Risks
    3m 1s
    Discover how value can affect costs, risks, and outcomes. FREE ACCESS
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    11.  Output vs. Outcomes
    1m 4s
    In this video, you will discover the differences between outputs and outcomes. FREE ACCESS
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    12.  Types of Cost
    1m 20s
    After completing this video, you will be able to discuss the types of costs involved in service relationships. FREE ACCESS
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    13.  Types of Risk
    1m 37s
    In this video, find out how to describe the types of risks involved in service relationships. FREE ACCESS
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    14.  Utility vs. Warranty
    3m 19s
    Upon completion of this video, you will be able to define the differences between utilities and warranties. FREE ACCESS
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    15.  Stakeholders and Value
    2m 48s
    During this video, you will learn how to discuss the stakeholders of service management and the value they provide. FREE ACCESS
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    16.  The PESTLE Model
    5m 14s
    Find out how to discuss the PESTLE model and the factors that affect the four dimensions of service management. FREE ACCESS
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    17.  Organizations and People
    1m 54s
    Learn how to describe the first dimension of service management: organizations and people. FREE ACCESS
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    18.  Information and Technology
    4m 39s
    In this video, you will learn how to discuss the second dimension of service management: information and technology. FREE ACCESS
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    19.  Partners and Suppliers
    4m 21s
    During this video, you will discover the third dimension of service management, partners, and suppliers. FREE ACCESS
  • Locked
    20.  Value Streams and Processes
    1m 26s
    In this video, discover how to discuss the fourth dimension of service management: value streams and processes. FREE ACCESS
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    21.  Value Stream Example
    2m 14s
    Discover how to describe the path of the value stream process using a real-world example. FREE ACCESS

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