1Service management fundamentals & SMS

• 1.1ITIL and the big picture of service management

  Grasp how ITIL 4's Service Value System (SVS), the seven guiding principles, the four dimensions, and the Service Value Chain (SVC) mesh together to co-create value, from a service manager's decision-making viewpoint.

• 1.2JIS Q 20000 and the SMS

  Understand the requirements of the service management system (SMS) defined by JIS Q 20000, and the roles of PDCA continual improvement and third-party certification, from the angle of designing operations that withstand audit.

• 1.3Service lifecycle, value co-creation, and SLM

  Grasp that a service's value is not set by the provider alone but co-created with the consumer, and that across the service lifecycle, SLM (service level management) sustains and improves the agreed value—from an operational-judgment viewpoint.

• 1.4Service catalogue and the place of service level management

  Understand how the service catalogue makes live services visible from the customer's view, and the place of service level management that agrees and sustains SLAs on top of it—framed by balancing customer expectations against cost.