Career Smarter

1.1 Tutor Introduction

1.2 Certifications

1.3 Course Features

1.4 Why ITIL?

2.1 What is a Service?

2.2 What is Utility?

2.3 What is Warranty?

2.4 What are Customers, Users and Sponsors?

2.5 What is Service Management?

2.6 Creating value with Services

2.7 Value & Value Co-creation

2.8 What is Value?

2.9 Organisations and Stakeholders

2.10 Service Providers

2.11 Other Stakeholders

2.12 Value: Outcome, Cost and Risk

2.13 Figure, Balance, Outcomes, Costs, Risks

2.14 Outputs and Outcomes

2.15 Cost

2.16 Risk - Part 1

2.17 Risk - Part 2

2.18 Utility & Warranty - Part 1

2.19 Utility & Warranty - Part 2

2.20 Services Offerings

2.21 Services Relationship

2.22 Service Provisions

2.23 Services Relationship Model

2.24 Goods, Resources & Actions

2.25 Products & Services

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3.1 Guiding Principles - Introduction Part 1

3.2 Guiding Principles - Introduction Part 2

3.3 Guiding Principles - The Key Message is Discussed!

3.4 Guiding Principles - Nature, Use & Interaction of the Guiding Principles

3.5 Focus on Value - The Key Message Discussed!

3.6 Focus on Value - The Service Consumer & What is their Perspective of Value

3.7 Focus on Value - The Customer Experience

3.8 Focus on Value - How to Apply the Principle!

3.9 Start Where You Are - Key Message Discussed!

3.10 Start Where Your Are - Assess Where You Are

3.11 Start Where You Are - The Role of Measurement

3.12 Start Where You Are - How to Apply the Principle!

3.13 Progress Iteratively with Feedback - Key Message Discussed!

3.14 Progress Iteratively with Feedback - The Role of Feedback

3.15 Progress Iteratively with Feedback - Iteration & Feedback Together

3.16 Progress Iteratively with Feedback - How to Apply the Principle

3.17 Collaborate & Promote Visibility - Key Message Discussed! (Part 1)

3.18 Collaborate & Promote Visibility - Key Message Discussed! (Part 2)

3.19 Collaborate & Promote Visibility - Key Message Discussed! (Part 3)

3.20 Collaborate & Promote Visibility - Whom to Collaborate with (Part 1)

3.21 Collaborate & Promote Visibility - Whom to Collaborate with (Part 2)

3.22 Collaborate & Promote Visibility - Communication for Improvement

3.23 Collaborate & Promote Visibility - Increasing Urgency Through Visibility (Part 1)

3.24 Collaborate & Promote Visibility - Increasing Urgency Through Visibility (Part 2)

3.25 Collaborate & Promote Visibility - Increasing Urgency Through Visibility (Part 3)

3.26 Collaborate & Promote Visibility - How to Apply

3.27 Think & Work Holistically - Key Message Discussed! (Part 1)

3.28 Think & Work Holistically - Key Message Discussed! (Part 2)

3.29 Think & Work Holistically - Key Message Discussed! (Part 3)

3.30 Think & Work Holistically - How to Apply the Principle

3.31 Optimise & Automate - Key Message Discussed! (Part 1)

3.32 Optimise & Automate - The Key Message Discussed! (Part 2)

3.33 Optimise & Automate - The Road to Optimisation (Part 1)

3.34 Optimise & Automate - The Road to Optimisation (Part 2)

3.35 Optimise & Automate - How to Apply the Principle

3.36 Keep it Simple and Practical - Key Message Discussed!

3.37 Keep it Simple & Practical - How to Apply the Principle

3.38 Principle Interaction

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4.1 Introduction

4.2 The 4 Dimensions of Service Management

4.3 Organisation & People (Part 1)

4.4 Organisations & People (Part 2)

4.5 Organisation & People (Part 3)

4.6 Information & Technology (Part 1)

4.7 Information & Technology (Part 2)

4.8 Information & Technology (Part 3)

4.9 Information & Technology (Part 4)

4.10 Partners & Suppliers (Part 1)

4.11 Partners & Suppliers (Part 2)

4.12 Partners & Suppliers (Part 3)

4.13 Partners & Suppliers (Part 4)

4.14 Partners & Suppliers (Part 5)

4.15 Partners & Suppliers (Part 6)

4.16 Value Streams & Processes (Part 1)

4.17 Value Streams & Processes (Part 2)

4.18 Value Streams & Processes (Part 3)

4.19 Value Streams & Processes (Part 4)

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5.1 Introduction

5.2 Describe the ITIL Service Value System (Part 1)

5.3 Describe the ITIL Service Value System (Part 2)

5.4 Describe the ITIL Service Value System (Part 3)

5.5 Describe the ITIL Service Value System (Part 4)

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6.1 Learning Objectives

6.2 Service Value Chain Model

6.3 The Interconnected Service Value Chain "elements"

6.4 The Interconnected Service Value Chain "more"

6.5 The Interconnected Service Value Chain "Value Streams"

6.6 The Interconnected Service Value Chain "Steps"

6.7 Plan

6.8 Improve

6.9 Engage

6.10 Design & Transition

6.11 Obtain/Build

6.12 Deliver & Support

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