Relationship Management Relationship Management By Mark Thomas BUY NOW $895 Buy for Teams Video Courses > ITIL® 4 Foundation Certification Video Course Share LOGIN Module 1 - Course Introduction – Welcome to the ITIL 4 Foundation Course 2:51 Agenda and Review 0:50 Overview and Objectives 2:06 Foundation Exam 1:14 What's New to ITIL 4 1:47 Certification Scheme 2:42 Module 2 - Service Management – Module 2 Introduction 1:16 Service Management - Value 2:20 Service Management Value Co-Creation 1:24 Co-Creation with Service Providers 2:27 Stakeholders in Service Management 3:00 Products and Services 3:57 Service Offerings 1:39 Service Relationships 1:24 Service Provision 1:13 Service Consumption and Relationship Management 1:39 Service Relationship Model 1:55 Value: Outcomes, Costs and Risks 2:06 Utility and Warranty 1:39 Costs and Risks 3:29 Module 2: Launch Quiz Module 2 - Video Quiz Answers 5:00 Module 3 - Guiding Principles – Module 3 Introduction 0:52 Overview of the Guiding Principles 3:50 Guiding Principles Descriptions 5:04 Start Where You Are 3:48 Progress Iteratively with Feedback 4:00 Collaborate and Promote Visibility 3:35 Think and Work Holistically 3:12 Keep it Simple and Practical 3:11 Optimize and Automate 4:14 Module 3: Launch Quiz Module 3 - Video Quiz Answers 2:04 Module 4 - Service Management Dimensions – Module 4 Introduction 0:41 Overview of the Four Dimensions 1:56 Descriptions of the Four Dimensions 1:39 Organizations and People 1:53 Information and Technology 3:51 Spotlight on Cloud Computing 2:26 Partners and Suppliers 4:19 Value Streams and Processes 3:01 External Factors 1:30 Module 4: Launch Quiz Module 4 - Video Quiz Answers 4:14 Module 5 - Service Value System – Module 5 Introduction 0:46 Service Value System (SVS) 3:16 SVS- Inputs and Outputs 1:18 SVS - Components 0:59 SVS - Continual Improvement 0:36 SVS Challenges 2:41 Organization Agility and Resilience 2:10 Module 5: Launch Quiz Module 5 - Video Quiz Answers 2:39 Module 6 - Service Value Chain – Module 6 Introduction 0:38 Service Value Chain - Overview 3:29 Service Value Chain - Model Description (On-Board) 2:14 Service Value Chain - Activities and Interactions 1:12 Value Chain Walkthrough "Creating a New IT Service" 1:48 Module 6: Launch Quiz Module 6 - Video Quiz Answers 3:30 Module 7 - ITIL Practices – Module 7 Introduction 1:11 Introduction to ITIL Practices 2:38 General Management Practices Review 0:49 Continual Improvement (CI) - Purpose, Activities and Responsibilities 5:12 CI Register 2:07 CI Model 2:58 CI Value Chain Activities 1:24 Information Security Management 2:25 Relationship Management 2:38 Supplier Management 3:06 Service Management Practices Review 0:55 Change Control Purpose and Scope 5:42 Change Types 4:14 Change Control - Value Chain Activities 1:18 Incident Management - Purpose, Design, Tools and Communication 5:53 Incident Management - Diagnosis and Resolution 3:42 Incident Management - Value Chain Activities 1:06 IT Asset Management 3:06 Monitoring and Event Management 3:41 Problem Management - Purpose and Key Definitions 3:47 Problem Management Steps 2:36 Problem Management and Other Practices 1:56 Problem Management - Value Chain Activities 1:11 Release Management 2:09 Service Configuration Management 3:19 Service Desk - Purpose and Steps 1:55 Access to the Service Desk 3:28 Service Desk - Focus and Technologies 2:41 Service Desk - Staffing 1:43 Service Desk - Value Chain Activities 1:13 Service Level Management - Purpose and Context 3:38 Service Level Management - Skills and Competencies 1:49 Service Level Management - Information Sources 1:54 Service Level Management - Value Chain Activities 1:06 Service Request Management - Purpose and Activities 3:53 Service Request Management - Request Types 1:44 Service Request Management - Guidelines and Automation 2:12 Service Request Management - Value Chain Activities 1:10 Technical Management Practices - Review 2:29 Module 7: Launch Quiz Module 7 - Video Quiz Answers Part 1 4:32 Module 7 - Video Quiz Answers Part 2 5:41 Module 8 - Closing and Exam preparation – Closing and Objectives 1:30 Exam Review and Suggestions 1:13 ITIL4 Exam Prep: Modules 1 - 4 ITIL4 Exam Prep: Modules 5 - 8 View Entire Course Relationship Management Please SIGN IN to view the full course.