Key Service Management and ITIL 4 Concepts

• Defining Value and its relationship with stakeholders
• Service relationships and co-creation of value
• Understanding Service Offerings and Products
• Balancing Outcomes, Value, Costs and Risks
• The 4 Dimensions of Service Management
  o Organisations and People
  o Information and Technology
  o Partners and Suppliers
  o Value Streams and Processes

ITIL 4 Service Management Practices

• Introducing the 3 areas of Practice
• Key practices in ITIL4
  o Incident Management
  o Problem Management
  o Change Control
  o Service Request Management
  o Service Level Management
  o Service Desk
  o Continual Improvement
• Overview of other practices in ITIL4