• Online, Self-Paced

Discover the four dimensions of IT service management (ITSM) and the external factors that influence the dimensions.

Learning Objectives

ITIL® 4 Foundation: Key Concepts

  • identify the subject areas covered in this course
  • describe organizations and people
  • describe information and technology
  • describe partners and suppliers
  • describe value streams and processes
  • recognize external factors that influence dimensions
  • describe the four ITSM dimensions
  • Knowledge Check: Identifying Dimensions of Service Management

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Customer Service and Technical Support
  • Cyber Defense Analysis
  • Incident Response
  • Strategic Planning and Policy

Specialty Areas have been removed from the NICE Framework. With the recent release of the new NICE Framework data, updates to courses are underway. Until this course can be updated, this historical information is provided to give better context as to how it can help you with your cybersecurity goals.

Feedback

If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.