This course runs for a duration of 3 Days.
The class will run daily from 8:00 AM CST to 4:00 PM CST.
Class Location: Virtual LIVE Instructor Led - Virtual Live Classroom.
Course Overview
ITIL® is the world’s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully contribute to business value, and also how to leverage concepts from models such as Lean IT, Agile, DevOps and Organizational Change Management. This foundational course immerses you in the guiding principles, dimensions, and practices of ITIL® 4. This course will earn you 21 PDUs.
This class includes an exam voucher.
Course Objectives
By the completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Service Value Chain that incorporate the core of ITIL® version 4.
Who Should Attend?
This course is designed for anyone who needs an understanding of IT Service Management to help deliver better value to customers. It is appropriate for all IT staff and management, as well as customers who work closely with IT to support business requirements. This course is also designed for students who are seeking the ITIL® 4 Foundation certification and who want to prepare for ITIL® 4 Foundation exam.
1 - ITIL 4 OVERVIEW
Introduction to ITIL
Key Concepts of ITIL
2 - The ITIL Framework
The Four Dimensions of Service Management
The ITIL Service Value System
3 - The 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
4 - THE ITIL SERVICE VALUE SYSTEM (SVS)
Governance
The Service Value Chain
Continual Improvement
5 - Key ITIL Practices
Continual Improvement
Service Level Management
Change Control
Incident Management
Service Request Management
Service Desk
Problem Management
6 - Other ITIL Practices
General Management Practices
Service Management Practices
Technical Management Practices
There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.
Course Comments
Includes Exam Voucher
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