ITIL® is the world's leading best practice framework for implementing IT service management. Organizations use ITIL to plan, implement, support, and improve services and create value for their customers. In this course, you will learn the foundational knowledge and skills for adopting and adapting best practices for IT service management (ITSM) in your organization.
Who Should Attend
This course is designed for anyone who would like a bird’s eye view of IT Service Management, its principles and practices, and how it will help you deliver better value to your customers. It is appropriate for all IT staff and management of organizations who work closely with IT to support business requirements.
In this course, you will identify and describe the components of the ITIL 4 IT service management approach.
Define ITIL and its key concepts.
Identify the components of the ITIL framework.
Analyze the ITIL practices and guiding principles.
Identify the components and functions of the ITIL SVS.
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 PRACTICES AND PRINCIPLES
- The ITIL Practices
- The ITIL Guiding Principles
4 - THE ITIL SERVICE VALUE SYSTEM
- The Service Value Chain
- Continual Improvement