SkillSoft Explore Course – Lambers, Inc.

Business Skills Curricula Customer Service Curriculum ITILÂ® 4 Foundation

Discover the relationship between value and stakeholders, and examine various roles, key concepts, relationships, and the definitions of utility and warranty.

Asset ID	it_acs04_02_enus
Course Type	Video Course
Course Category	Customer Service Curriculum

Objectives
ITILÂ® 4 Foundation: Key Concepts of Service Management identify the subject areas covered in this course define value compare service consumer roles describe other stakeholders in value compare services and products specify the key concepts of service relationships define the service relationship model describe the key concepts of creating value with services compare utility and warranty describe service management concepts Knowledge Check: Defining ITILÂ® 4 Service Management Concepts

Objectives

ITILÂ® 4 Foundation: Key Concepts of Service Management

identify the subject areas covered in this course
define value
compare service consumer roles
describe other stakeholders in value
compare services and products
specify the key concepts of service relationships
define the service relationship model
describe the key concepts of creating value with services
compare utility and warranty
describe service management concepts
Knowledge Check: Defining ITILÂ® 4 Service Management Concepts