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
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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
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2m 45s
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1m 20sIn this video, find out how to discuss the four dimensions of service management, their purpose, and how value is facilitated. FREE ACCESS
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3. Key Concepts of Service Management1m 28sUpon 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-Creation2m 13sDuring 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. Stakeholders3m 23sFind out how to discuss stakeholders and the importance of understanding different perspectives. FREE ACCESS
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6. Products and Services1m 52sLearn how to define products and services and why they are important. FREE ACCESS
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7. Components of a Service3m 2sIn this video, you will learn how to describe the components of a service. FREE ACCESS
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8. Service Relationships2m 48sDuring 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 Model2m 11sIn 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 Risks3m 1sDiscover how value can affect costs, risks, and outcomes. FREE ACCESS
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11. Output vs. Outcomes1m 4sIn this video, you will discover the differences between outputs and outcomes. FREE ACCESS
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12. Types of Cost1m 20sAfter 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 Risk1m 37sIn this video, find out how to describe the types of risks involved in service relationships. FREE ACCESS
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14. Utility vs. Warranty3m 19sUpon 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 Value2m 48sDuring 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 Model5m 14sFind 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 People1m 54sLearn how to describe the first dimension of service management: organizations and people. FREE ACCESS
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18. Information and Technology4m 39sIn 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 Suppliers4m 21sDuring this video, you will discover the third dimension of service management, partners, and suppliers. FREE ACCESS
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20. Value Streams and Processes1m 26sIn 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 Example2m 14sDiscover how to describe the path of the value stream process using a real-world example. FREE ACCESS
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