
ITIL V4 Foundation
Duration : 2 Days/16hrs
Overview
With IT playing such an enormous role in the modern world, IT service management (ITSM) skills have become highly valuable. Being able to utilize ITSM tools and processes is essential for organizational success, both in terms of immediate project management and long-term goals.
The ITIL framework is one of the world’s biggest names in ITSM. Formerly known as the ‘Information Technology Infrastructure Library’, ITIL offers stronger alignment between IT and business goals, the chance to make key practices more cost-effective, better risk and disruption management and the ability to create environments that enable constant positive change.
ITIL was developed in the 1980s by the Central Computer and Telecommunications Agency, which later became the Office of Government Commerce (OGC), a governmental organization in the United Kingdom.
ITIL 4 was released by Axelos on 11th February 2019 and is the latest version of ITIL.
ITIL 4 Foundation is officially accredited by PeopleCert on behalf of AXELOS.
ITIL 4 provides you with comprehensive guidance for the management of information technology in the modern service economy. The ITIL 4 framework is built on established ITSM practices and expands itself to the wider context of customer experience, value streams and digital
transformation, as well as embracing new ways of working, such as IT4IT, Lean, Agile, and DevOps.
Outcome
On completion of the course, you will have an understanding of the following:
- A holistic approach to the co-creation of value with customers and other stakeholders in the form of products and services
- The Guiding principles of ITIL 4
- The four dimensions of service management
- Key concepts from IT for IT, Lean IT, Agile, DevOps, and why these are important to deliver business value.
- How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.
Lab Setup
HW : 1 system per participant with 8GB RAM and 100 GB Disk Space
OS : Windows
Other: Access to MS Teams, Open Internet Connectivity, working Mic and Speaker
Course Contents
Day 1
Key Concepts of Service Management
- Service
- Utility
- Warranty
- Customer
- User
- Service management
- Sponsor
Key Concepts of Value Creation
- Cost
- Value
- Organization
- Outcome
- Output
- Risk
- Utility and Warranty
Key Concepts of Service Relationship
- Service offering
- Service relationship management
- Service provision
- Service consumption
Seven 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!
Four Dimensions of Service Management
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
Day 2
SVS (Service Value System) Components
- Guiding principles
- Governance
- (SVC) Service Value Chain
- Management practices
- Continual improvement
6 SVC (Service Value Chain) Activities
- Plan
- Improve
- Engage
- Design & Transition
- Obtain/Build!
- Deliver and Support!
ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
How Key ITIL Practices Fit within the SVC (Service Value Chain)
- Continual Improvement
- Change Control
- Incident Management
- Problem Management
- Service Request Management
- Service Desk
- Service Level Management
On Day 1 & Day 2
- Case Studies
- Group Exercises
- Best Practices
- Role Plays
- Q&A