Please Tick : QUESTIONS to TEST YOURSELF 

The ITIL4 framework provides organizations with a practical and flexible foundation to support organizations on their journey into the new digital transformation world and help them solve new service management challenges. It is designed to provide a flexible, coordinated and integrated system for the effective management and governance of IT supported services.

 Who Should Attend

People Taking Role in IT Management

IT Operating Teams

IT Consultants

Process Owners and Practitioners

Quality Teams

Project Managers

Process Consultants

  Duration of Training

The duration of the training is three days

 Prerequisites

There are no prerequisites for participation in training.

 Training Agenda

Understanding Service Management Basic Concepts

Learning the definitions: Benefit, warranty, service customer, user, service management, sponsor

 Defining the basic concepts that create value with service: Cost, value, organization, target, output, risk, benefit, guarantee

 Defining service-related basic concepts: Service delivery, Service Relationship management, Service provision, Service consumption

 Understanding the contribution of the ITIL guiding principles to the service management adaptation of the organization:

  Understanding the nature of the guiding principles

  Explanation of the use of the guiding principles

        Focus on value

        Determining where you are

        Progress with feedback

        Prioritize visibility

        Work and think holistically

        Stay simple and practical

        Optimize and automate

        Four Dimensions of Service Management

      Organization and people

      Information and Technology

      Partners and suppliers

      Value chain and processes

Understanding the Components of the Service Value Chain and Their Purpose

  Describe the ITIL service value system

  Service Value chain activities and understanding of the link between them

  The nature of the service value chain and how it supports the value chain

  Defining the objectives of the value chain activities

     Plan, Develop, Relate, Design and Enter, Get and Build, Deliver and Support

Learning the Purpose and main terminology of ITIL Practices

        Learning the purpose of the following ITIL practices

a) Information security management

b) Relationship management

c) Supplier management

d) IT asset management

e) Monitoring and event management

f) Version management

g) Service configuration management

h) Distribution management

i) Continuous improvement

j) Change control

k) Case management

l) Problem management

m) Service request management

n) Service desk

o) Service level management

Defining the following ITIL terminology

a) IT presence

b) Event

c) Configuration unit

d) Change

e) Incident

f) Problem

g) Known error

 Understanding ITIL Practices

a) Continuous improvement model

b) Change control

c) Case management

d) Problem management

e) Service request management

f) Service desk

g) Service level management

 

Language of The Training

The training documentation is in English and the language is also English for foreign groups.