Service Management Key Concepts
The key concepts of ITIL 4 and ITIL (Version 5): service management, value and co-creation, providers, consumers and the customer, user and sponsor roles, products, services and offerings, outcomes, outputs, costs and risks, utility and warranty with availability arithmetic, service relationships, supply chains and ecosystems, experience and journeys, KPIs and OKRs, Canadian public-sector and cloud examples and a value proposition capstone.
ITIL-110 12 lessons · 5 h 57 min
Offered by HSM University · ITIL Foundation Prep
This is the Canadian version of this course. See the American version.
What you'll learn
- Explain what service management is and how ITIL has widened from IT service management to digital product and service management
- Define value, explain why it is perceived, and describe how providers and consumers co-create it for many stakeholders
- Distinguish organizations, service providers and service consumers, and identify the customer, user and sponsor roles in a scenario
- Define products, services and service offerings and classify offering components as goods, access to resources or service actions
- Distinguish outputs from outcomes and identify costs and risks that a service removes from or imposes on consumers
- Explain utility and warranty, and calculate allowed downtime, availability, service credits and capacity headroom
- Describe service provision, service consumption and service relationship management, and use responsibility matrices and two-sided reviews
- Apply the service relationship model to supply chains and ecosystems, and calculate series and parallel availability
- Explain customer and user experience, map journeys and touchpoints, and calculate CSAT and NPS
- Link objectives, critical success factors, KPIs and OKRs, balance leading and lagging measures and avoid watermelon SLAs
- Apply the key concepts to public-sector services in Canada and the US and to cloud services under the shared responsibility model
- Build a one-page value proposition map for a service using all the key concepts
Course content
12 lessons · 5 h 57 min total · final exam
- 1 What service management is 28 min · quiz
- 2 Value and value co-creation 29 min · quiz
- 3 Organizations, service providers and service consumers 29 min · quiz
- 4 Products, services and service offerings 29 min · quiz
- 5 Outcomes, outputs, costs and risks 30 min · quiz
- 6 Utility and warranty 30 min · quiz
- 7 Service relationships: provision, consumption and relationship management 30 min · quiz
- 8 The service relationship model, supply chains and ecosystems 32 min · quiz
- 9 Experience: customer and user journeys and touchpoints 30 min · quiz
- 10 Measuring value: KPIs, CSFs and OKRs 30 min · quiz
- 11 Service management in practice: public sector and cloud services 30 min · quiz
- 12 Capstone: mapping a service's value proposition 30 min · quiz
- E Final exam 20 questions
Requirements
Recommended background. You can start any course at any time.
Description
The key concepts of ITIL 4 and ITIL (Version 5): service management, value and co-creation, providers, consumers and the customer, user and sponsor roles, products, services and offerings, outcomes, outputs, costs and risks, utility and warranty with availability arithmetic, service relationships, supply chains and ecosystems, experience and journeys, KPIs and OKRs, Canadian public-sector and cloud examples and a value proposition capstone.