Understand the key concepts of service management
Recall the definition of:
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
Key concepts of creating value with services.
- Cost
- Value
- Organization
- Outcome
- Output
- Risk
- Utility/Warranty
Key concepts of service relationships.
- Service offering
- Service relationship management
- Service provision
- Service consumption
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
- Describe the nature, use and interaction of the guiding principles
- Explain the use of the 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
Understand the four dimensions of service management
Describe the four dimensions of service management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Understand the purpose and components of the ITIL service value system
- Describe the ITIL service value system
- Understand the activities of the service value chain, and how they interconnect
- Describe the interconnected nature of the service value chain and how this supports value streams
Describe the inputs, outputs and purpose of each value chain activity:
- Plan
- Improve
- Engage
- Design & transition
- Obtain/build
- Deliver & support
Know the purpose and key terms of 18 ITIL practices
Recall the purpose of the following ITIL practices:
- Information security management
- Relationship management
- Supplier management
- Availability management
- Capacity and performance management
- IT asset management
- Service continuity management
- Monitoring and event management
- Release management
- Service configuration management
- Deployment management
- Continual improvement
- Incident management
- Problem management
- Service request management
- Service desk/Service level management
Recall definitions of the following ITIL terms
- Availability
- IT asset
- Event
- Configuration item
- Change
- Incident
- Problem
- Known error
- Understand 7 ITIL practices
Explain the following ITIL practices in detail, including how they fit within the service value chain:
- The continual improvement model
- Change control
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
