? ITIL Service Management


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ITIL 4 Foundation Service Management -Accredited

The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is best practice framework that has been drawn from both the public and private sectors internationally.


This course is to introduce participants to the management of modern IT-enables services, to provide them with better understanding of the common language and key concepts, and to show them how they can improve their work and the work of their organization with ITIL 4 guidance. The ITIL 4 Foundation will provide the candidate with an understanding of the ITIL 4 Service Management Framework and how it has evolved to adopt modern technologies and ways of working

OVERVIEW  

LEARNING OBJECTIVES

This course enables participants  better understanding of:


The key concepts of ITIL service management how ITIL guiding principles can help organizations to adopt and adapt ITIL service management; continual improvement; the four dimension of service management;


The purpose and components of the ITIL service value system, the activities of the service value chain, and how they connect


Part 1: Introduction-  ITSM in the modern world; ITIL 4 framework, Structure, benefits


Part 2: Key concepts of service management-  value & value co-creation; product & services; services relationship; Values: outcomes, costs, & risks


Part 3: The four dimensions of service management- Organization & people; Information & technology; Partner & suppliers; Values streams & processes


Part 4: The ITIL service value system- Overview; Guiding principles; Governance; Service value chain


Part 5: ITIL management practices- Continual Improvement; Information Security; Relationship; Supplier; Change Control; Incident; IT Asset; Monitoring & Event; Problem; Release; Service Configuration; Service Desk; Service Level; Service Request; Deployment



COURSE CONTENTS

  / Agile Scrum / PRINCE2 Project Management / Change Management / ITIL Service Management