Course curriculum

    1. Course Introduction

    2. Instructor Introduction

    3. PDF Study Sheet

    1. Understanding IT Service Management

    2. Common Terms and Concepts

    3. Service Consumers, Stakeholders & Relationships

    4. Service Offerings

    5. How IT Services Operate in a Company - Real World Example

    6. Section 2 Conclusion

    7. PDF for Introduction to Modern ITSM

    8. PDF for Common Terms for ITSM

    1. Introduction to the Four Dimensions of Service Management

    2. Organizations and People

    3. Information and Technology

    4. Partners and Suppliers

    5. Value Streams and Processes

    6. Section 3 Conclusion

    7. PDF for Four Dimensions of ITSM

    1. Introduction to the Service Value System

    2. Guiding Principles of Modern IT Service Management

    3. Governance and Service Value Chain

    4. Introducing Practices

    5. Service Management & Technical Management Practices

    6. Section 4 Conclusion

    7. PDF for Modern ITSM: Study Sheet

    1. Course Recap

    2. Course Conclusion, Certification Ideas, & What’s Next

About this course

  • Free
  • 27 lessons
  • 1 hour of video content

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