This 3-day class 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 enable the 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.
WHO SHOULD ATTEND
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 most effectively. 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.
PREREQUISITES
Familiarity with IT terminology and IT-related work experience are recommended.
GOALS
The course will help students to understand:
- Key IT service management concepts
- How ITIL guiding principles can help an 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
OUTLINE
- 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:
- Continual Improvement (including continual improvement model)
- Change control
- Incident management
- Problem Management
- Service request management
- Service desk
- Service level management
- The purpose of the following ITIL practices
- Information security management
- Relationship management
- Supplier management
- Availability management
- Capacity and performance management
- Service configuration management
- IT asset management
- Business analysis
- Service continuity management
- Deployment management
- Monitoring and event management
- Release management