This course introduces modern IT Service Management using ITIL v4 concepts, focusing on how IT delivers value through well-defined, business-aligned services. It explains the shift from traditional, process-driven IT operations to value-driven service management.

Learners will develop a strong conceptual understanding of ITSM principles, practices, and value realization without focusing on tool-specific configuration.

What You Will Learn

• Modern ITSM Foundations
  Understand the evolution of IT Service Management and why IT is now a service partner to the business.

• ITIL v4 Core Concepts
  Learn key ITIL v4 concepts, terminology, and how ITIL supports value creation rather than rigid processes.

• Service Value System (SVS)
  Understand how governance, practices, and activities work together to create and deliver value.

• ITIL v4 Guiding Principles
  Learn how the guiding principles support decision-making, prioritization, and continual improvement.

• Four Dimensions of Service Management
  Understand why effective service management requires balance across people, technology, partners, and processes.

• Service Value Chain
  Learn how services are planned, designed, built, delivered, supported, and improved through connected activities.

• Key ITIL Practices
  Gain knowledge of core practices such as Incident, Problem, Change, Request, and Service Level Management.

• Continual Improvement
  Understand how organizations use feedback, metrics, and improvement cycles to continuously enhance service performance.

• ITSM Platform Capabilities (Conceptual)
  Learn how modern ITSM platforms support service delivery through automation, self-service, CMDB, and analytics.

• Value Realization & Sales Conversations
  Learn how to articulate ITSM value, quantify ROI, and confidently handle customer conversations and objections.