Introduction

ITIL or Information Technology Infrastructure Library is a management framework used in delivering IT services. This framework helps in delivering top-notch IT services and encourages best practices for better planning and organization. The framework also helps organizations manage risks, introduce better planning and executing strategies, and build an IT environment that is scalable and welcomes growth. 

Outline: 

Lesson 01 - Course Introduction

Lesson 02 - Key Concepts of Service Management

Key Concepts of Service Management

Service Management

Stakeholders of Service Management

Service Consumer Roles

Products and Services

Service Offerings

Service Relationships

Lesson 03 - Four Dimensions of Service Management

Four Dimensions of Service Management

Dimensions of Service Management

Organizations and People

Information and Technology

Information and Technology Regulations

Selecting the Right Technology

Factors Influencing Technology

Cloud Computing

Partners and Suppliers

Organization Strategy

Factors Affecting Service Providers

Lesson 04 - The ITIL Service Value System

The ITIL Service Value System

Service Value System

Components of SVS

Organizational Silos

ITIL Guiding Principles

Focus on Value

Applying the Principle - Focus on Value

Start Where You Are

Applying the Principle - Start Where You Area

Progress Iteratively with Feedback

Applying the Principle - Progress Iteratively with Feedback

Collaborate and Promote Visibility

Applying the Principle - Collaborate and Promote Visibility

Think and Work Holistically

Applying the Principle - Think and Work Holistically

Keep It Simple and Practical

Applying the Principle - Keep It Simple and Practical

Optimize and Automate

Applying the Principle - Optimize and Automate

Lesson 05 - The Service Value Chain

The Service Value Chain

The Service Value Chain Overview

Plan Activity

Improve Activity

Engage Activity

Design and Transition Activity

Obtain or Build Activity

Deliver and Support Activity

Lesson 06 - ITIL Management Practices

ITIL Management Practices

Continual Improvement

Information Security Management

Relationship Management

Supplier Management

Supplier Management Activities

Change Enablement

Incident Management

IT Asset Management

IT Asset Management Activities

Monitoring and Event Management

Problem Management

Release Management

Service Configuration Management