This course provides you with a fundamental and detailed explanation of the working concepts and methods of service incident management, including its principles, scope of operation, roles and responsibilities, key artifacts, important concepts and methods, inputs, outputs, major activities, and key performance measures. The course also provides insights into the relationship of this subject with other elements of the service management framework, system and operating model. This course leverages and assumes you are familiar with the learning offered at the 100 level, and a pre-requisite for any 102 and 103 levels offerings on the subject.
This course introduces you to the principles, general format and tactics for multiple choice examinations, help you prepare for successfully attempting an exam, explain time management strategies, avoid common mistakes, and provide you with proven techniques to decipher and answer questions.
This course provides you with a fundamental and detailed exploration of the working concepts of traditional IT Service Management (ITSM) thinking based upon the guidance found within ITIL®. The course is designed to help you understand the scope of traditional ITSM and to incorporate this thinking into the universal service management approach to gain maximum value from an investment in ITIL.
This course is not designed to help you sit and pass any ITIL certification examinations, nor is it meant to represent ‘accredited content’. The course leverages and assumes you are familiar with the learning offered at the 100 level.
ITIL® is a registered trade mark of AXELOS Limited. All rights reserved.
This micro-course provides you with a basic introduction and overview of service management, including a definition, its origins and historical timeline, key pioneers, known history, core concepts, and an explanation of its use within a service provider organization.
An introduction to the concept of a ‘service provider organization’, and an exploration of its 6C business model, operating principles, and core roles and responsibilities.
This brief course provides an introduction to the ‘service management office’ concept, and an exploration of its modes of operation, core roles and operating principles within an overarching service management functional backbone spanning leadership and general service provider workforce.
Also termed the USMBOK Foundation. This course provides individuals working within the service industry with a comprehensive understanding of service management concepts and methods based upon international best practice, and how to apply these within a service business or service provider organization to achieve customer centricity and continuously improving performance.