ITIL® 4 Foundation & Certification

À qui s'adresse la formation?

Individuals at the start of their journey in Service Management
ITSM Managers and aspiring ITSM Managers
Individuals working in other parts of "IT" (digital, product, development) with strong interface with service delivery
Existing ITIL qualification holders wishing to update their knowledge

Durée

21,00 heure(s)

Langues(s) de prestation

Prochaine session

Contacter l'organisme

Prérequis

None. However delegates should have some experiences of IT Service Management

Objectifs

ITIL 4 provides the guidance organizations need to address new service management challenges and utilize the potential of modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.

The Foundation module is a prerequisite for the ITIL 4 higher level qualifications and its primary objectives are to provide participants with:

An introduction to the management of modern IT-enabled services
An understanding of the common ITIL language and key concepts
An insight in how to improve their work and the work of their organizations
An overview of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working

Contenu

Key Concepts of Service Management
- Value and value co-creation
- Organizations, service providers, service consumers and other stakeholders
- Products and services
- Service relationships
- Value: outcome, costs and risks
The Four Dimensions of Service Management
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
The ITIL Service Value System
- Opportunity, demand and value
- The ITIL guiding principles
- Governance
- Service value chain
- Practices
- Continual improvement
The ITIL Management Practices
- General practices
- Service management practices
- Technical practices