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Kurzusleírás
1. Key Concepts of Digital Product and Service Management
- Definition of service management
- Value, outcomes, costs and risks
- Utility and warranty
- Products and services
- Digital products and services
- Service offerings
- Value co-creation
- Stakeholders and roles
2. Service Relationships
- Types of service relationships
- Service provision and consumption
- Service consumer roles
- Service quality and service level characteristics
- Service experience
3. The Four Dimensions of Service Management
- Organisations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
4. The ITIL Service Value System (SVS)
- Purpose of the SVS
- Components of the SVS
- Inputs and outputs
- Governance
- Continual improvement
5. ITIL Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
- Optimise and automate
6. The Service Value Chain
- Plan
- Improve
- Engage
- Design and transition
- Obtain or build
- Deliver and support
7. ITIL Management Practices
- Incident management
- Problem management
- Change enablement
- Service desk
- Service request management
- Service level management
- Monitoring and event management
- Continual improvement
8. Value Streams and Value Stream Mapping
- Definition of value streams
- Mapping value streams
- Identifying bottlenecks
- Optimising workflows
9. Continual Improvement
- Continual improvement model
- Measurement and metrics
- Improvement initiatives
10. ITIL and Other Frameworks
- Agile
- DevOps
- PRINCE2
- Lean
Követelmények
No prerequisites
14 Órák
Vélemények (1)
I really like the communication skills
Javed Ahmed - Sharjah Documentation & Archive Authority
Kurzus - ITIL Foundation V4
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