ITIL 4 Foundation Course - 2 of 5: Service Management Concepts (en-gb)


Want to improve your understanding of the latest industry jargon?

ITIL 4 provides a vocabulary of terms commonly used in business. Learning it will increase your confidence and fluency as an effective communicator. Whether talking with IT colleagues, suppliers, or other parts of the organisation, you will speak the same language.

This online, self-paced, accredited training course for IT professionals covers the differences between a consumer, provider, product, service, output, outcome, cost, and risk.

It also describes how to design a service hierarchy that is focused on co-creating value for all stakeholders.

Take a fresh look at service stakeholders, relationships, and value

  •   6 lessons
  •   1 sorting activity
  •   8 case study references
  •   15 exam hints
  •   20 quiz questions
  •   90 days of access
  •   55 minutes to complete


    1. Organisations
    2. Service providers
    3. Service consumers
    4. Consumer roles
    5. Other stakeholders

Creating service value

    1. Products
    2. Services
    3. Service management
    4. Value
    5. Value co-creation

Service relationships

    1. Service offerings
    2. Components of a service offering
    3. Service provision
    4. Service consumption
    5. The service relationship model

Achieving service value

    1. Outputs vs. outcomes
    2. Factors that influence value
    3. Costs
    4. Risks
    5. Utility & warranty

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Get the ITIL 4 Foundation Value Pack

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Need more self-study products?

Browse the ITIL 4 Foundation Collection

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Have questions?

Read the ITIL 4 Foundation FAQs

Other languages

English-US [Flag] Español [Bandera]

A better user experience

Unlike your typical dubbed slideshow, GoodCert’s courses consist of interactive training manuals that are best enjoyed on a mobile device.

Courses include text, diagrams, sorting games, practice quizzes, and other interactive elements, so completion is fast and engaging.

Exam hints are indicated throughout using the ✰ symbol.

Course features →

Flex learning advantages

  • Bite-sized lessons that can be completed on a desktop, laptop, or mobile device on your schedule in about 10-15 minutes
  • Opportunities for deep dives into reference material based on interest
  • Process flows and additional diagrams for study and review
  • Bottom-line exam hints for each lesson
  • Taking practice quizzes as many times as you need until you master them
  • Going back anytime to review materials and reinforce your learning; you can’t do that in a classroom

Why GoodCert →

--Coming soon--

  • Cameo appearances by accredited trainers throughout the course
  • Time with the trainer through an online environment
  • Current event links that make the subject matter more vivid

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Accredited by

PeopleCert Accreditation: ITIL 4 Foundation