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Coursera

ITIL 5 Service Design, Transition, and Delivery

via Coursera

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Overview

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Master the complete IT service lifecycle—from understanding customer demand to delivering reliable IT services that create business value. Learn practical IT Service Management concepts for service design, transition, operations, and customer support. This course provides a structured journey through the core stages of IT Service Management, helping learners understand how customer needs evolve into valuable services. Beginning with customer demand assessment and service design, learners explore value streams, service development, resource acquisition, testing, change enablement, and deployment planning before progressing to service operations and customer support. Throughout the course, learners discover how service management activities work together to deliver consistent customer value while improving operational performance. They also learn the principles behind incident handling, service requests, operational excellence, and effective service delivery. By the end of this course, learners will be able to explain the complete service lifecycle, apply key service management concepts, understand service value creation, and support reliable IT service delivery using structured service management practices.

Syllabus

  • Customer Demand and Service Design
    • Learn how organizations identify customer needs, assess demand, and design services and value streams that enable effective service delivery and long-term business value.
  • Service Development and Transition
    • Explore how service components are acquired and developed while learning testing, validation, change enablement, and deployment practices that support successful service transitions.
  • Service Operations and Support
    • Understand how effective service operations, incident management, customer support, and service delivery practices work together to create value and maintain reliable IT services.

Taught by

EDUCBA

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