This lesson provides an overview of this section of the course, including the generalized concepts of service management and the concepts of outcomes, risks, utility, and warranty, to help build a solid foundation before we move into the specific ITIL 4 concepts covered throughout the rest of this course.

This lesson discusses the concept of Value in service management, and how value is created through the consumer/supplier relationship.

This lesson discusses the roles an organization and people within them can assume, such as the service provider, consumer, user, customer, and sponsor.

This lesson discusses the concepts of services and products within ITIL 4.

This lesson will discuss the concept of a service offering and how it is associated with the products and services in an organization.

This lesson focuses on the concept of service relationships and the service relationship model.

This lesson discusses the concept of an outcome and how it is used to balance the risk and the value for a consumer.

This lesson discusses the concept of costs, how they are reduced by a service provider, and shared by a consumer.

This lesson discusses the four ways to deal with risk in a service.

This lesson compares and contrasts utility and warranty.

This lesson discusses the four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

This lesson discusses a model representing how all the components and activities of an organization work together to facilitate value creation.

This lesson discusses the recommendations that can guide an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

This lesson discusses the concept of the service value chain.

This lesson discusses the practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.

This is an introduction to the 34 practices spread across three categories of management practices.

In this lesson, we will walk through a scenario to demonstrate how all of these practices and activities work together in the real world.

This lesson discusses the ITIL 4 Foundation exam, including what type of questions to expect, and how to best study for it.

This lesson discusses the ITIL certification path upwards from ITIL 4 Foundation into ITIL Managing Professional, ITIL Strategic Leader, and ITIL Master.