• Concept of Value

  • What Do We Mean by Value?
    Understanding how value is defined in the context of service management.
  • Definition of Value
    Detailed explanation of the term "value."
  • What is an Organization?
    The role of organizations in creating and delivering value.
  • How is Value Created Between Organizations?
    Exploration of the collaborative nature of value creation.
  • Service Relationships
    The interactions between service providers and consumers.
  • Providers and Consumers Co-Create Value
    The shared responsibility in generating value.

• Stakeholder and Service Consumer Roles

  • Stakeholders
    Identification and roles of various stakeholders in service management.
  • Service Provider Organizations
    Roles and responsibilities of service providers.
  • Service Consumer Organizations
    The involvement of service consumers in the value creation process.
  • Other Stakeholders
    Additional parties that influence service management.
  • How is Value Created?
    Mechanisms and processes through which value is generated.
  • Service Consumer Roles
    Specific roles played by service consumers in the value chain.
  • Activity
    Practical exercises to reinforce understanding of stakeholder roles.

• Service Offerings

  • What is a Product?
    Definition and characteristics of products in service management.
  • What is a Service?
    Understanding services and their distinction from products.
  • What is a Service Offering?
    The combination of products and services provided to consumers.

Creating Value with Services

• Value Co-Creation
  The collaborative process where value is generated between service providers and consumers.

• Service Provider
  An organization or individual that delivers services to consumers.

• What are Service Consumers?
  Entities that receive and utilize services from service providers.

• What are Products and Services?

  • Products: Tangible items offered by providers.
  • Services: Intangible activities or benefits provided to consumers.

• Definitions
  Clarification of key terms and concepts related to service management.

• What are Service Relationships?
  Interactions between service providers and consumers, essential for value creation.

• What is the Meaning of Service Provision?
  The act of delivering services to meet consumer needs.

• What is Service Consumption?
  The process by which consumers use and derive value from services.

• Service Relationship Management
  Strategies and practices for managing interactions between service providers and consumers.

• How Organizations Co-Create Value?
  Exploration of the methods organizations use to collaboratively generate value with consumers.

• Service Relationship Model
  A framework for understanding and managing service relationships.

• Value, Outcomes, Costs, and Risk

  • Value: Benefits provided by services.
  • Outcomes: Results achieved from using services.
  • Costs: Expenses associated with providing and consuming services.
  • Risk: Potential negative impacts related to services.

• Definitions
  Detailed explanations of the concepts of value, outcomes, costs, and risk.

• What Can Be Described as Utility and Warranty?

  • Utility: The functionality of a service that meets a consumer's needs.
  • Warranty: Assurance that a service will meet agreed-upon requirements.

• Review and Reflect
  Reflective exercises to consolidate understanding of value creation concepts.

• Quiz
  An assessment to test knowledge and comprehension of the module’s content.

• Four Dimensions of Service Management

  • Holistic Approach to Service Management
    Emphasizes an integrated view of all aspects of service management.

  • Four Dimensions of Service Management
    Key areas that influence service management:

    • Organizations and People: Structure, roles, and interactions within and between organizations.
    • Information and Technology: Tools, systems, and data required for service management.
    • Partners and Suppliers: External entities involved in providing or supporting services.
    • Value Streams and Processes: Activities and workflows that create and deliver value.

  • Organizations and People
    Focus on organizational structures, roles, and human factors.

  • What the Dimension Includes?
    Details on the components and considerations within each dimension.

  • What is Culture, and Why is it Needed?
    Understanding organizational culture and its impact on service management.

  • What a Supportive Culture Requires?
    Elements necessary for fostering a culture that supports effective service management.

  • What to Pay Attention to?
    Key aspects to monitor within organizational and cultural contexts.

  • Organizational Complexities
    Challenges and complexities within organizational structures and processes.

  • Information and Technology
    Role of technology and data management in supporting services.

  • Things to Consider
    Important factors to evaluate within the information and technology dimension.

  • Partners and Suppliers
    Interaction and management of external parties contributing to service delivery.

  • Organizations and their Partners and Suppliers
    Integration and cooperation between organizations and external entities.

  • Forms of Cooperation
    Various methods and models for working with partners and suppliers.

  • What Goes into Supplier Strategy?
    Key considerations and strategies for managing supplier relationships.

  • What is a Value Stream?
    Sequence of activities that deliver value to customers.

  • Value Streams and Processes
    Exploration of how value streams and processes work together.

  • Questions to Create, Deliver, and Improve
    Key questions for developing, delivering, and enhancing services.

ITIL® Service Value System (SVS)

• ITIL® SVS
  Overview of the ITIL® Service Value System framework.

• ITIL® SVS Inputs
  Key inputs that feed into the Service Value System.

• Governance
  Mechanisms and processes for overseeing and controlling service management.

• Challenges of Silos
  Issues caused by isolated departments or functions and strategies to address them.

• Need for Continual Improvement
  Importance of ongoing enhancement and evolution of services and processes.

• Applying the SVS
  How to implement and leverage the Service Value System in practice.

Service Value Chain

• Introduction to the ITIL® Service Value Chain
  Overview of the core component of the ITIL® SVS, focusing on value creation.

• Opportunity Vs Demand
  Distinguishing between opportunities and demands in service management.

• Converting Inputs into Outputs
  Process of transforming inputs into valuable service outputs.

• Service Value Chain, its Practices, and Value Streams
  Examination of the value chain, associated practices, and how value streams contribute.

• Activities
  Practical tasks and examples related to the Service Value Chain.

• Review and Reflect Quiz
  Assessment to review and reflect on the key concepts covered.

• Introduction to the Guiding Principles

  • What is a Guiding Principle?
    Explanation of the fundamental guiding principles in ITIL®.

  • Focus on Value
    Emphasizing the importance of value creation and delivery.

  • How Value is Perceived?
    Understanding how different stakeholders perceive value.

  • CX and UX
    The role of Customer Experience (CX) and User Experience (UX) in value creation.

  • How Would You Apply this Principle?
    Practical application of guiding principles in real scenarios.

  • Start Where You Are
    Using current resources and capabilities as a starting point.

  • Assess Where You Are
    Evaluating the current state to inform improvement.

  • Role of Measurement
    Importance of measuring progress and outcomes.

  • Applying the Principle
    Implementing the guiding principles in service management.

  • Progress Iteratively with Feedback
    Using iterative approaches and feedback to drive progress.

  • Role of Feedback
    How feedback contributes to improvement and refinement.

  • Use of Feedback Loops
    Employing feedback loops to ensure continuous improvement.

  • Iteration and Feedback Together
    Integrating iterative processes with feedback mechanisms.

  • Collaborate and Promote Visibility
    Encouraging collaboration and ensuring visibility across teams.

  • Communication and Visibility
    Effective communication strategies to enhance visibility.

  • Key Collaboration Pairs
    Identifying and working with crucial collaborative partners.

  • Promote Visibility
    Techniques to increase transparency and information flow.

  • Think and Work Holistically
    Adopting a comprehensive approach to service management.

  • Keep it Simple and Practical
    Emphasizing simplicity and practicality in solutions.

  • Judging What to Keep
    Deciding which elements to retain and which to discard.

  • Conflicting Objectives
    Managing and resolving conflicting goals and priorities.

  • Applying the Principle
    Real-world application of principles to achieve objectives.

  • Optimize and Automate
    Strategies for optimization and the role of automation.

  • Road to Optimization
    Pathways to achieving effective optimization.

  • Using Automation
    Implementing automation to enhance efficiency and effectiveness.

  • Applying the Principle
    Practical application of optimization and automation principles.

  • Activity: Case Studies
    Analyzing case studies to understand the application of principles.

  Using the Guiding Principles

  • Guiding Principles in Context
    Contextual application of guiding principles in various scenarios.

  • Guiding Principles Your Examples
    Personal examples of how principles have been applied.

  • Principle Interaction
    How different guiding principles interact and complement each other.

  • Applying the Guiding Principles
    Steps to effectively implement the guiding principles.

  • Guiding Principles: Task
    Practical tasks to apply and reinforce understanding of principles.

  • Principle Interaction
    Further exploration of how principles work together.

  • Review and Reflect Quiz
    Assessment to review and reflect on guiding principles.

  • Extension Activity 2
    Additional exercises to deepen understanding of principles.

Purpose of the ITIL® Practices

• Management Practices
  Overview of ITIL® management practices and their significance.

• 34 ITIL® Management Practices
  Introduction to the 34 key ITIL® management practices.

• General Management Practices
  Practices related to overall management and organizational functions.

• Service Management Practices
  Practices focused on the effective management of services.

• Technical Management Practices
  Practices related to technical aspects and support.

Overview of Eight ITIL® Practices

• Eight Practices
  Overview of eight fundamental ITIL® practices.

• Information Security Management
  Managing information security and its contribution to Service Value Chain (SVC).

• Relationship Management
  Managing relationships with stakeholders and its impact on SVC.

• Supplier Management
  Evaluating and selecting suppliers and their contribution to SVC.

• IT Asset Management
  Managing IT assets and their contribution to SVC.

• Service Configuration Management
  Managing service configurations and their impact on SVC.

• Monitoring and Event Management
  Monitoring and managing events, and their contribution to SVC.

• Deployment Management
  Approaches to deployment and its contribution to SVC.

• Release Management
  Managing releases and their impact on SVC.

Key Management Practices – Part 1

• Incident Management
  Guidance on incident management, tools, and types of incidents.

• Service Request Management
  Managing service requests, processes, and procedures.

• Service Desk
  Role and skills of the service desk, and its contribution to SVC.

Key Management Practices – Part 2

• Problem Management
  Phases and control of problem management, and its contribution to SVC.

• Continual Improvement
  Applying and tracking continual improvement, including vision and key performance indicators (KPIs).

Key Management Practices – Part 3

• Service Level Management
  Managing service levels, SLAs, and customer feedback.

• Change Enablement
  Defining and managing changes, types of changes, and scheduling.

Review and Reflect

• Quiz
  Assessment to review understanding of the module.

• Activities
  Practical activities to reinforce learning.

• Course Review
  Summary and review of the entire course content.

• What’s Next?
  Guidance on next steps and further learning opportunities.