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ITIL 4
A Quick Summary to ITIL 4
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Service Management
Four Dimensions of Service Management
Service Value System
Management Practices
Introduction
Introduction to ITIL 4
Key Concepts
Service, Product and Service management
Different types of Stakeholders
Value
Service offering and relationship
Introduction to Four Dimensions
The four dimensions of service management
External Factors
Organizations and People
Organizations and people
Information and Technology
Information and technology
Partners and Suppliers
Partners and suppliers
Value streams and Processes
Value streams and processes
Introduction to Service value system
Introduction to Service value system (SVS)
Guiding Principles
What are Guiding Principles
Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Optimize and automate
Governance
Governance
Service Value Chain
What is Service value chain?
Plan Activity
Improve Activity
Engage activity
Design & transition activity
Obtain/build activity
Deliver & support activity
Continual Improvement
What is Continual Improvement?
Steps of the continual improvement model
Continual improvement & the guiding principles
General Management Practices
Continual improvement
Information security management
Relationship management
Supplier management
Service Management Practices
Change control
Incident management
IT asset management
Monitoring and event management
Problem management
Release management
Service configuration management
Service continuity management
Service desk
Service level management
Service request management
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Technical Management Practices
Deployment management