Plan szkolenia
1. Key Concepts and Definitions of Service
Management • Value and value co-creation
• Organizations, service providers, service consumers and other stakeholders
• Products and services
• Service relationships
2. The Four Dimensions of Service Management
• Organizations and people
• Information and technology
• Partners and suppliers
• Value streams and processes
3. The ITIL Service Value System
• ITIL guiding principles
• Governance
• Service value chain
• ITIL management practices
• Continual improvement
4. Service Value Chain
• Plan
• Engage
• Design & transition
• Obtain/build
• Deliver & support
• Improve
5. ITIL Management Practices
• Overview of 15 of the practices
• Explanation of 7 of the practices in more detail
6. Exam preparation