IT Service Management Course

What you will learn in 5 lessons

1. 1

   Service Management Key Concepts

   Start here

   Explain how services co-create value with consumers, using the concepts of outcomes, costs, risks, utility, warranty and service relationships.

   5 learning goals

   What you will learn

   1. 1.Explain how services create value
   2. 2.Distinguish products, services and service offerings
   3. 3.Weigh outcomes, costs and risks
   4. 4.Judge utility, warranty and service quality
   5. 5.Explain how service relationships work
2. 2

   Guiding Principles of Service Management

   Apply the seven guiding principles to service decisions and analyze a service through the four dimensions of organizations and people, information and technology, partners and suppliers and value streams and processes.

   5 learning goals

   What you will learn

   1. 1.Explain the guiding principles and put value first
   2. 2.Plan and carry out work iteratively, collaboratively and holistically
   3. 3.Simplify, optimize and automate, and balance the principles
   4. 4.Analyze a service through the four dimensions
   5. 5.Analyze and improve a service with the principles and dimensions
3. 3

   Service Value System and Value Chain

   Describe how the service value system turns demand into value, and map value chain activities and value streams for a service.

   5 learning goals

   What you will learn

   1. 1.Explain how the service value system turns opportunity and demand into value
   2. 2.Map how the value chain and value streams turn demand into value
   3. 3.Describe the digital product and service lifecycle
   4. 4.Recognize the management practices and what each contributes
   5. 5.Use the continual improvement model to plan and check improvements
4. 4

   Incident and Problem Management

   Explain the purpose and key activities of the service desk, incident, problem, service request and service level management practices.

   6 learning goals

   What you will learn

   1. 1.Understand the support practices and the service desk
   2. 2.Detect incidents and restore service
   3. 3.Find and remove the causes of incidents
   4. 4.Fulfill service requests
   5. 5.Agree service levels and build stakeholder relationships
   6. 6.Connect the practices in end-to-end support
5. 5

   Change and Release Management

   Explain how change enablement, release and deployment management, configuration and asset management and continual improvement keep services stable while they evolve.

   5 learning goals

   What you will learn

   1. 1.Keep accurate records of services and assets
   2. 2.Enable changes that succeed
   3. 3.Make new and changed services available
   4. 4.Protect information and work with suppliers
   5. 5.Improve services continually