Introduction to ITIL V4 Service Management Concept

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Details

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Provider

Coursera
Pricing

Free Online Course (Audit)
Languages

English
Certificate

Paid Certificate Available
Duration & workload

7 hours 50 minutes
Sessions

On-Demand
Level

Beginner
Subtitles

English

Found in

Part of

ITIL 4 Certification

Overview

Class Central Tips

Course Description: The ITIL V4 Service Management Concepts course offers a comprehensive exploration of the latest version of the Information Technology Infrastructure Library (ITIL), focusing on the fundamental principles, concepts, and practices essential for effective service management in modern organizations. This course is designed to equip participants with a solid understanding of ITIL V4 framework, which is globally recognized as the standard for IT service management. Through a combination of theoretical learning and practical application, participants will gain insights into how ITIL V4 principles can be applied to enhance service delivery, optimize processes, and drive business value. Key topics covered in this course include: 1) Introduction to ITIL V4: Participants will gain an overview of the ITIL V4 framework, its evolution, and its relevance in today's digital landscape. 2) Service Management Principles: Exploring the core principles that underpin effective service management, including the focus on value, the guiding principles, and the service value system. 3) The Four Dimensions of Service Management: Understanding how organizations can integrate the four dimensions—organizations and people, information and technology, partners and suppliers, and value streams and processes—to support holistic service management. 4) Continual Improvement: Exploring the importance of continual improvement in service management, including the role of measurement and metrics, and the application of the ITIL continual improvement model. By the end of this course, participants will be well-equipped to contribute effectively to their organization's service management initiatives, leveraging ITIL V4 best practices to drive efficiency, innovation, and business success.

Syllabus

Introduction to ITIL V4

In this module, participants will embark on a journey to understand the modern landscape of IT Service Management (ITSM) and its pivotal role in contemporary organizations. Through introductory videos, they will be acquainted with the foundational concepts of ITSM and the key trends driving its evolution in the digital age. Subsequently, participants will explore the essence of the Information Technology Infrastructure Library (ITIL), a globally recognized framework for IT service management. Through a series of videos and readings, they will unravel the historical milestones and versions of ITIL, gaining insights into its framework and significance. Moreover, participants will delve into the core structure and benefits of the latest iteration, ITIL 4. Through engaging videos, they will grasp the fundamental components of the ITIL 4 framework, including the Service Value System, and understand how it facilitates value-driven service delivery and organizational success. This module serves as a foundational stepping stone for participants to comprehend the essence and importance of ITIL in modern IT service management practices.

Core Components of Service Value System

In this module, participants will dive into the core principles of the ITIL 4 framework, beginning with a detailed exploration of the Service Value System (SVS). Through insightful videos, they will gain a comprehensive understanding of the SVS, including its core components and their interrelationships. Moving forward, participants will delve into the Four Dimensions Model of IT service management, facilitated by illustrative diagrams and engaging discussions. They will examine each dimension—Organizations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes—in depth, grasping their significance in achieving holistic service management. By the module's conclusion, participants will have a solid foundation in the fundamental principles of ITIL 4, setting the stage for further exploration and application in their organizational context.

ITIL Management & General Management Practices

This module offers a comprehensive overview of the various practices outlined in ITIL 4, essential for effective service management. Participants will begin by delving into General Management Practices, gaining insights into their significance through introductory videos and readings. They will explore the 14 processes encompassed within this domain, understanding their role in supporting organizational objectives. Subsequently, participants will transition to Service Management Practices, where they will be introduced to 17 key processes crucial for service delivery excellence. Finally, they will explore Technical Management Practices through informative videos, comprehending the three practices vital for managing technical aspects. To reinforce learning, participants will engage in both practice and graded quizzes, assessing their understanding of the material covered. This module equips participants with a robust understanding of the diverse practices essential for effective IT service management.

Key Concepts of Service Management

In this module, participants will delve into the key concepts and terminology of ITIL, essential for grasping the framework's principles. Through a series of introductory videos, they will gain insights into the nature of value and value co-creation, exploring its significance in service management. Moving forward, participants will examine the roles of organizations, service providers, consumers, and stakeholders, dissecting their interactions and relationships through informative videos. They will also explore the concept of products and services in-depth, understanding their composition and delivery mechanisms. Additionally, participants will explore the critical aspects of costs, risks, service relationships, values, and outcomes, enhancing their understanding of ITIL's holistic approach to service management.

Value Co-Creation, Organization Consumers, Customer and Other Stake Holders

This module focuses on the essential aspects of value creation and stakeholder management within the context of ITIL. Participants will begin by exploring the concept of value co-creation through informative videos, understanding its definition, importance, and collaborative nature. They will examine real-world examples illustrating how value is collaboratively generated with stakeholders. Subsequently, participants will delve into the roles and definitions of organizations, service providers, service consumers, and other stakeholders in ITIL. They will grasp the significance of service providers in the service value chain and gain insights into the expectations of service consumers. Moreover, participants will learn strategies for managing and meeting customer expectations, while also understanding the impact of various stakeholders on services. This module equips participants with a comprehensive understanding of value creation dynamics and effective stakeholder management practices essential for successful service delivery.

Products, Services, Service Relationships & Value Outcomes, Costs and Risks

This module explores critical aspects of service offerings, relationships, and value management within ITIL framework. Participants will delve into the configuration of resources to create value, understanding optimal service delivery through informative videos. They will define service offerings and explore effective examples to grasp their components and significance. Moving forward, participants will explore the Service Relationship Model, visually represented and practically applied through engaging videos. They will learn to define and measure service outcomes, manage associated costs, and mitigate risks in IT service management. Additionally, participants will differentiate between utility and warranty in IT services, ensuring a holistic understanding of value creation. To reinforce learning, participants will engage in both practice and graded quizzes, assessing their comprehension of the module's content. This module equips participants with essential skills and knowledge for effective service management and value creation.