Curriculum
- 7 Sections
- 45 Lessons
- 9 Hours
Expanse all sectionsCollapse all sections
- Module1Course Introduction3
- Module 2Service Management: Key Concepts11
- 3.1Lesson 4: The Service Value System4 Minutes
- 3.2Lesson 5: The Four Dimensions of Service Management Part111 Minutes
- 3.3Lesson 6: The Four Dimensions of Service Management Part215 Minutes
- 3.4Lesson 7: The Four dimensions of Service Management Part37 Minutes
- 3.5Lesson 8: Service Management9 Minutes
- 3.6Lesson 9: Value Co-creation7 Minutes
- 3.7Lesson 10: Processes & Service Provider13 Minutes
- 3.8Lesson 11: Service Offerings9 Minutes
- 3.9Lesson 12: Value5 Minutes
- 3.10Lesson 13: Output and Outcome5 Minutes
- 3.11Lesson 14: Utility and Warranty5 Minutes
- Module 3:The Guiding Principles9
- 4.1Lesson 15: Overview on ITIL Guiding Principles5 Minutes
- 4.2Lesson 16 : Principle 1. Focus on Value10 Minutes
- 4.3Lesson 17: Principle 2: Start Where You Are3 Minutes
- 4.4Lesson 18: Principle 3. Progress Iteratively5 Minutes
- 4.5Lesson 19: Principle 4. Collaborate and Promote Visibility18 Minutes
- 4.6Lesson 20: Principle 5. Think and Work Holistically5 Minutes
- 4.7Lesson 21: Principle 6. Keep it Simple and Practical6 Minutes
- 4.8Lesson 22: Principle 7. Optimize and Automate11 Minutes
- 4.9Lesson 23: Interaction Between Guiding Principles3 Minutes
- Module 4:Continual Improvement4
- Module 5:Key ITIL Practices8
- 6.1Lesson 28: The ITIL Practices5 Minutes
- 6.2Lesson 29: Continual Improvement13 Minutes
- 6.3Lesson 30: Service Level Management14 Minutes
- 6.4Lesson 31: Change Control12 Minutes
- 6.5Lesson 32: Incident Management13 Minutes
- 6.6Lesson 33: Service Request Management7 Minutes
- 6.7Lesson 34: Service Desk10 Minutes
- 6.8Lesson 35: Problem Management15 Minutes
- Module 6:Other ITIL Practices8
- 7.1Lesson 36: Relationship Management11 Minutes
- 7.2Lesson 37: Information Security Management9 Minutes
- 7.3Lesson 38: Supplier Management8 Minutes
- 7.4Lesson 39: Service Configuration Management3 Minutes
- 7.5Lesson 40: IT Asset Management3 Minutes
- 7.6Lesson 41: Monitoring and Event Management3 Minutes
- 7.7Lesson 42: Deployment Management3 Minutes
- 7.8Lesson 43: Release Management5 Minutes
- Module 7:Case Study2
Lesson 28: The ITIL Practices
In This Lesson you will learn:
The ITIL Practices
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