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ITIL 4 Foundation Prep
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Module 1
Key Concepts of Service Management
1
Service Management in Modern Organizations
Define service management and its role in modern organizations.
2
Understanding and Co-creating Value with Stakeholders
Explain the concept of value and the importance of value co-creation with stakeholders.
3
Understanding Services, Products, and Offerings
Define a service, a product, and a service offering.
4
Understanding Service Elements: Outputs, Outcomes, Costs, and Risks
Distinguish between service outputs, outcomes, costs, and risks.
5
Understanding Value: Utility and Warranty
Explain how a service's utility (fitness for purpose) and warranty (fitness for use) create value.
6
Understanding Service Consumers: Roles and Responsibilities
Identify the roles and responsibilities of service consumers: customers, users, and sponsors.
Understanding Service Relationship Components
Describe the components of a service relationship: service provision, service consumption, and relationship management.
8
Co-creating Value Through Service Relationships
Explain how service relationships enable value co-creation.
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