Who should take this course?
This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.
Prerequisites
None
The Training Covers These Topics:
- Learn the common language of IT service management
- Understand how value streams increase speed and efficiency
- Consider external and internal perspectives and stakeholders for a holistic approach to value co-creation and service delivery.
- Understand how modern IT and digital service organizations can work more efficiently and effectively
- Adopt and adapt processes and practices in line with an organization’s goals and objectives
- Manage pressure to increase speed to value and speed to market for IT-enabled products and services
- Balance legacy systems while tackling increasingly volatile, uncertain, complex, and ambiguous (VUCA).
1 – ITIL 4 Overview
- Introduction to ITIL
- Key Concepts of ITIL
2 – The ITIL Framework
- The Four Dimensions of Service Management
- The ITIL Service Value System
3 – The ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
4 – The ITIL Service Value System (SVS)
- Governance
- The Service Value Chain
- Continual Improvement
5 – Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
6 – Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices