Program Objectives

• Define the concept of IT service management and the infrastructure needed to support it.
• Identify the components of the service value system: Identify and understand the components of the service value system according to the ITIL framework.
• Distinguish between the dimensions affecting the service value: Differentiate between the dimensions that affect and are affected by the creation of a valuable service and those that affect without being affected.
• Distinguish between service providers and consumers: Understand the relationship between service providers and consumers and their role in creating a valuable service.
• Identify planning and design strategies to prepare services that meet consumer needs and enhance service value.
• Explain how to involve stakeholders in defining and designing service value.
• Identify the importance of continuous improvement and integrating software development practices to improve service quality.
• Identify the concept of change and the reasons for its resistance, and understand the impact of management complexities and lack of skills on service management.
• Identify mechanisms for implementing governance and building performance indicators to ensure service quality and work effectiveness.