The Four Dimensions of Service Management

•       Organizations and People
•       Information and Technology
•       Partners and Suppliers
•       Value Streams and Processes
•       External factors: PESTLE model
•       Workshop: Assess your IT service using the Four Dimensions

The ITIL® Service Value System (SVS)

•       Overview of the SVS and how it enables value
•       Components of the SVS: Guiding Principles, Governance, SVC, Practices, Continual Improvement
•       Governance structures in ITIL
•       Practical application: Diagram the SVS for your organization

The Seven 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
•       Activity: Team challenge – Applying all 7 principles

The Service Value Chain (SVC)

•       The 6 SVC activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support
•       Inputs, outputs, and interconnection between activities
•       Use of the SVC in delivering value
•       Simulation: Build your own value chain

ITIL® Management Practices

•       Definitions and structure of practices
•       Incident Management
•       Problem Management
•       Change Enablement
•       Service Request Management
•       Additional practices (overview): Service Level Management, IT Asset Management, Monitoring, Service Desk
•       Continual Improvement
•       Exam preparation strategy: tips, time management, reading techniques