Introduction

• The role of IT Service Management as a key strategic capability within organizations hoping to stay relevant in the face of rapid advancements in technology
• The structure and purpose of the new framework, ITIL 4, which provide guidance around two key components: Service Value System and the Four Dimensions Model
• An outline of the Service Value Chain, ITIL Practices and Principles, and the elements of the Four Dimensions Model

Key Concepts of Service Management

• The nature and values of Service Management, including the new focus of ITIL 4 on stakeholder value, detailing the relationship between Organizations, Service Providers, Service Consumers, and other stakeholders
• The management of Products and Services that organisations offer and how these are supplied with resources, to improve and focus Service Offerings to target consumer groups
• The areas to consider when evaluating the value of service relationships with consumers, based on how they are affected by the outcomes, costs, and risks involved

The Four Dimensions of Service Management

• An introduction to one of the central focuses of ITIL 4, the Four Dimensions Model, and how its elements must collaborate to provide different perspectives to the Service Value Chain
• Detailed outlines of the four dimensions: Organisations and People, Information and Technology, Partners and Suppliers, and Value Streams and Processes. This includes the role they play in IT Service Management, their main principles, and examples in relation to the ITIL framework, and factors to consider within organisations
  The ITIL Service Value System
• An introduction to the second central focus of ITIL 4, Service Value System, including its purpose and relevant inputs and outputs
  ⦁ The relationship between the five components of the SVS model and how they interact to provide a clear framework that ensures the effective functioning of Service Management
• A description of ‘silos’ and how the SVS is best used to discourage them and manage change more effectively

The ITIL Guiding Principles

• The seven core principles that determine how ITIL operates
• An explanation of how organizations must follow these principles when choosing to adopt a new ITSM framework, fully understanding the message and value, and communicating this with their stakeholders

The Service Value Chain

•  An operating model for service creation, delivery, and continual improvement
• The six activities that form the Service Value Chain are intended to help the creation of products and services focused on value
•  The model is designed to be flexible and adaptable to different approaches and business needs

General Management Practices

• Management practices are organisational resources designed to accomplish specific objectives
• An overview of the four categories of organisational resources
• Effective use of management practices will ensure businesses can put their service on the market quickly and efficiently

Service Management Principles

•  An overview of the various Service Management Practices designed to improve the implementation of ITIL 4
• Detailed outlines of Availability Management, Business Analysis, Change Control, and Release Management
•  The stages of Service Level Management, including defining, recording, and managing service levels
  Technical Management Principles
• Deployment Management is a key type of Technical Management and is designed to transfer new or changed software, hardware, processes, and documentation
• Infrastructure and Platform Management enables the further monitoring of technology solutions
• Software Development and Management ensures that applications meet internal and external stakeholder needs