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IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, and Sponsor
Key concepts of value creation
Key concepts of service relationships
Service offering; service provision; service consumption; and service relationship management
The nature, use, and interaction of 7 ITIL 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
The 4 dimensions of service management
Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
The ITIL service value system
The service value chain, its inputs, and outputs, and its role in supporting value streams
Service value chain elements
Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
Detail of how the following ITIL practices support the service value chain:
>> Continual Improvement (including continual improvement model)
>> Change control
>> Incident management
>> Problem Management
>> Request management for services
>> Service desk
>> Level management services
>> The purpose of the following ITIL practices
>> Information security management
>> Relationship management
>> Supplier management
>> Availability management
>> Capacity and performance management
>> Service configuration management
>> IT asset management
>> Business analysis
>> Service continuity management
>> Deployment management
>> Monitoring and event management
>> Release management
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Key concepts of value creation
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