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1. Understand the key concepts of service management 1.1 Recall the definition of:, 1. Understand the key concepts of service management 1.2 Describe the key concepts of creating value with services:, 1. Understand the key concepts of service management 1.3 Describe the key concepts of service relationships:...
Chapter 3 & 4 : "Concepts and Core Foundation" & "Four Dimensions of Service Management", Chapter 5: Value Creation with SVS, Chapter 6: Guiding Principles...
Definitions, Understand how the ITIL guiding principles can help an organisation adopt and adapt service management - MOD4, Understand the four dimensions of service management - MOD2...
MODULE 1(key concepts of service management), MODULE 2(ITIL guiding principles), MODULE 3,4 & 5(Four dimensions of service management, ITIL service value system and ITIL service value chain)