ITIL 4 Foundation with Case Study

The ITIL 4 Foundation course is the entry level course for certification in IT Service Management (ITSM). This course covers the latest version (4 released 2019) of ITIL®. ITIL has led the IT Service Management (ITSM) industry with guidance, training and certification programmes for over 30 years. ITIL 4 brings ITIL up to date in 2019 by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

The key components of the ITIL 4 framework are the Service Value System and the Four Dimensions model.

Service value system (SVS) represents how components and activities of the organization facilitate value creation through IT-enabled services. Core components of the ITIL SVS are:

• ITIL service value chain;
• ITIL practices;
• ITIL guiding principles;
• governance and
• continual improvement.

Four dimensions apply to each component of the SVS. They are:

• Organizations and people;
• Information and technology;
• Partners and suppliers;
• Value streams and processes.

Programa:

•  
• ITIL Rationale, Agile, DevOps Key Components
  • Excercise 1
• Four Dimensions and Guiding principles
  • Excercise 2
• Service value chain and Continual Improvement
  • Excercise 3
• General Management Practices overview
  • Excercise 4
• Change Control
  • Excercise 5a
• Incident Management
  • Excercise 5b
• Problem Management
  • Excercise 5c
• Service Desk
  • Excercise 5d
• Service Level Management
  • Excercise 5e
• Service Request Management
  • Excercise 5f
• Recap and/or Mock Exam

Requisitos:

There are no pre-requisites for this course, although a basic knowledge of Service Management concepts will be helpful.

Destinatários:

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.

Date: 20, 21, 24, 25, 26 e 27 de junho das 14h00 às 17h30

Exame incluído