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 systemdiscuss the four dimensions of service management, their purpose and how value is facilitateddefine service management and the key concepts of service managementdescribe the nature of value and value co-creationdiscuss stakeholders and the importance of understanding different perspectivesdefine products and services and discuss their importancedescribe the components of a servicediscuss service relationships and describe the role played by their componentsdescribe the service relationship model and the roles played by organizations in such a modeldiscuss how value can affect costs, risks, and outcomesdescribe the differences between outputs and outcomes
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discuss the types of costs involved in service relationshipsdescribe the types of risks involved in service relationshipsdefine the differences between utility and warrantiesdiscuss the stakeholders of service management and the value to themdiscuss the PESTLE model and the factors that affect the four dimensions of service managementdescribe the first dimension of service management, organizations and peoplediscuss the second dimension of service management, information and technologydescribe the third dimension of service management, partners and suppliersdiscuss the fourth dimension of service management, value streams and processesdescribe the path of the value stream process using a real-world example
IN THIS COURSE
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1.The Service Value System (SVS)2m 45sUP NEXT
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2.The Four Dimensions of Service Management1m 20s
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3.Key Concepts of Service Management1m 28s
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4.The Nature of Value and Value Co-Creation2m 13s
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5.Stakeholders3m 23s
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6.Products and Services1m 52s
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7.Components of a Service3m 2s
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8.Service Relationships2m 48s
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9.The Service Relationship Model2m 11s
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10.Outcomes, Costs, and Risks3m 1s
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11.Output vs. Outcomes1m 4s
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12.Types of Cost1m 20s
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13.Types of Risk1m 37s
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14.Utility vs. Warranty3m 19s
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15.Stakeholders and Value2m 48s
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16.The PESTLE Model5m 14s
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17.Organizations and People1m 54s
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18.Information and Technology4m 39s
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19.Partners and Suppliers4m 21s
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20.Value Streams and Processes1m 26s
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21.Value Stream Example2m 14s
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