Focus: Value-driven IT service management

Guiding Principles:

• Keep it simple & practical
• Focus on value
• Promote continual improvement
• Automate & optimize

Value System:

• 4 dimensions: Organizations & People, Information & Technology, Partners & Suppliers, Value Streams & Processes
• Value chain: Create, Deliver & Support

Core Practices:

• Continual Improvement (CI)
• Change Enablement
• Incident Management
• Problem Management
• Service Desk
• Service Level Management (SLM)
• Relationship Management

• No formal prerequisites required.
• Recommended:
  • Basic understanding of IT terminology
• Beneficial (optional):
  • Experience in IT or IT service management (ITSM)