11 Sections
12 Lessons
120 Days

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1 - ITIL 4 OVERVIEW
Structured Benefits The Service Value System Four Dimensions of Service Management
1
- 1.1
  ITIL 4 Introduction
  16 Minutes
2 - KEY CONCEPTS OF ITIL
What is Service Management as per ITIL 4? Understanding Service Relationships for Creating Value
1
- 2.1
  Service Management Key Concepts
  43 Minutes
3 - THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
A Holistic Approach to Value Delivery Organizations and People Informational Technology Partners and Suppliers Value Streams and Processes External Factors
1
- 3.1
  Four Dimensions Of Service Management
  32 Minutes
4 - THE 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 Optimize and Automate Principle Interaction
1
- 4.1
  Guiding Principles
  33 Minutes
5 - THE ITIL SERVICE VALUE SYSTEM (SVS)
Guiding Principles Governance Service Value Chain Practices Continual Improvement
1
- 5.1
  Service Value System
  20 Minutes
6 - Continual Improvement Model
Governing Bodies Governance Activities The Role of Governance in the SVS
1
- 6.1
  Continual Improvement Model
  19 Minutes
7 - Overview Of Practices
Plan Improve Engage Design and Transition Obtain and Build Deliver and Support
1
- 7.1
  Overview Of Practices
  18 Minutes
8 - General Management Practices
The Model, the Value Chain, and Practice Continual Improvement Model Continual Improvement and the Guiding Principles Theory of Constraints
1
- 8.1
  General Management Practices
  34 Minutes
9 - Service Management Practice Part 1
Introduction to ITIL Practices Continual Improvement Service Level Management Change Control Incident Management Service Request Management Service Desk Problem Management
1
- 9.1
  Service Management Practice Part 1
  61 Minutes
10 - Service Management Practices Part 2
General Management Practices Service Management Practices Technical Management Practices...Actual course syllabus may vary depending on the offering center. Contact your sales representative for more information.
1
- 10.1
  Service Management Practices Part 2
  21 Minutes
11 - Mock Exam
3

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Service Management Practices Part 2

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