This course provides IT leaders, practitioners, support staff and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It also prepares delegates for the ITIL Foundation Certificate Examination. The course is based on the ITIL 4 best practice service value system.
How ITIL guiding principles can help and organization to adopt and adapt service management
The 4 dimensions of service management
The purpose and components of the service value system
The activities of the service value chain and how the interconnect
Know the purpose of key ITIL practices
Preparation to sit the ITIL4 foundation examination
IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor
Key concepts of value creation
Key concepts of service relationships; service offering; service provision; service consumption; service relationship management
The nature, use and interaction of 7 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
The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes
The ITIL service value system
The service value chain, its inputs and outputs, and its role in supporting value streams
Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support
Detail of how the following ITIL practices support the service value chain:
Anyone seeking ITIL Foundation certification and everyone interested in aligning IT with business, controlling or reducing IT costs, improving IT service quality, and balancing IT resources in the most effective manner. All IT professionals, IT project managers, IT managers, IT project or team members, coordinators, network operators, business process analysts, IT architects, consultants, systems integrators, help desk managers and staff, planners, managed service providers, outsourcers, application developers, and other IT-related positions.
Familiarity with IT terminology and IT-related work experience are recommended.