Course Description
This course is designed to provide a comprehensive understanding of modern IT service management and how ITIL 4 can help organizations deliver greater value to their customers. Participants will learn the key components of the IT service management framework and how to apply them in a business context.
Duration
3 Days
Course Prerequistes
There are no specific prerequisites, but a basic understanding of IT service management will be beneficial.
Course Audience
– IT professionals seeking a foundational understanding of ITIL.
– Managers and team leaders involved in IT service management.
– Individuals preparing for the ITIL 4 Foundation certification exam.
Course Objectives
– Understand and define ITIL and its key concepts.
– Identify the components of the ITIL framework.
– Analyze the guiding principles of ITIL.
– Identify the components and functions of the Service Value System (SVS) in ITIL.
– Analyze key management practices within ITIL.
– Define general, service, and technical management practices in ITIL.
Course Outline
Introduction to ITIL 4
– History and evolution of ITIL
– Importance of IT service management
Key Concepts of ITIL
– Definition and purpose of ITIL
– Key components of ITIL
ITIL Guiding Principles
– Guiding principles underlying ITIL
– Application of principles in an organizational context
ITIL Service Value System (SVS)
– Structure and components of the SVS
– Relationship between SVS and service outcomes
ITIL Dimensions of Service
– Dimensions affecting service management
– Analyzing the impact of dimensions on services
ITIL Service Management Practices
– Key management practices in ITIL
– Implementation of practices within organizations