With more than 1,500,000 certified professionals worldwide, ITIL® (IT Infrastructure Library®) is the most widely established approach to IT Service Management. It provides a set of best practices for identifying, planning, delivering and supporting IT services to businesses and can be applied to nearly all organizations. ITIL is fully compatible with ISO/IEC 20000, the first international service management standard for organizational certification and compliance. This course provides IT leaders, management, and support staff with a comprehensive introduction to the core concepts of ITIL 4. It is designed to equip students with a practical understanding of ITIL 4 key concepts, principles, and practices that enable modern IT-enabled services in today’s digital economy. This course is based on the latest ITIL 4 best-practice guidance and will prepare the attendee for the ITIL 4 Foundation exam normally given at its conclusion. Candidates who wish to acquire knowledge in the theory and practices of the ITIL 4 management framework. This knowledge is also required if the candidate wishes to pursue any of the ITIL 4 certification schemes.
• Introduction to ITIL 4? • IT service management and ITIL • What is ITIL and how has it evolved? • The ITIL service value system (SVS) • The four dimensions model • Case study discussion • Chapter 1 Review Questions
Chapter 2: Key Concepts of Service Management
• Value and value creation • Organizations, service providers, service consumers, and other stakeholders • Products, services, and service relationships • More about value—outcome, cost, and risk • Case study discussion • Chapter 2 Review Questions
Chapter 3: Four Dimensions of Service Management
• Organizations and people • Information and technology • Partners and suppliers • Value streams and processes • Case study discussion • Chapter 3 Review Questions
Chapter 4: The ITIL Service Value System
• Overview of the service value system • Opportunity, demand, and value • ITIL guiding principles • Governance • Service value chain • Continual improvement • Case study discussion • Chapter 4 Review Questions
Chapter 5: The Service Value Chain
• Introduction to the service value chain • The purposes, inputs, and outputs of value chain activities • Continual improvement • Case study discussion • Chapter 5 Review Questions
Chapter 6: ITIL Management Practices
• Introduction to the practices • General management practices • Service management practices • Technical management practices • Case study discussion • Chapter 6 Review Questions
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