Overview
With the necessity for an organization to stay current, IT service management is a key strategic capability. ITIL, the most adopted guidance in the world within IT Service management (ITSM), has also evolved. ITIL 4 is a best practice framework for IT service management (ITSM). We don’t “do” or “implement” ITIL as an objective. There is no “one-size-fits-all” way of working so look to ITIL as a toolbox. ITIL 4 is designed to collaborate with many frameworks and methods in the IT industry, such as Lean, DevOps, Agile and many more.
ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. ITIL 4 Foundation provides the fundamentals to embed ITIL into your day-to-day work practices.
Duration 2 Days
Prerequisites.
No prerequisite is required to take up this course. But recommendation is to get 2 days training from an authorized training organization.
Course content.
Module 1: Course Introduction
- Introduction to IT Service Management in the Modern World
- Introduction to ITIL 4
- Structure and Benefits of ITIL 4
Module 2: Service Management: Key Concepts
- Key Terms Covered in the Module
- Service Management
- Value and Value Co-Creation
- Value: Services, Products, and Resources
- Service Relationships
- Value: Outcomes, Costs, and Risks
Module 3: The 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
Module 4:The Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
- External Factors and the Pestle Model
Module 5: The ITIL Service Value System
- Service Value System and Service Value Chain
- Overview of Service Value System
- Overview of the Service Value Chain
Module 6: Continual Improvement
- Introduction to Continual Improvement
- The Continual Improvement Model
- Relationship Between Continual Improvement and Guiding Principles
Module 7: The ITIL Practices
- The Continual Improvement Practice
- The Change Control Practice
- The Incident Management Practice
- The Problem Management Practice
- The Service Request Management Practice
- The Service Desk Practice
- The Service Level Management Practice
- Purpose of Itil Practices
