Duration

24 hours, 3-day training workshop

Course Inclusive

Training materials & certificate of completion

Description

In this exciting and dynamic course, you will get an introduction to the lifecycle of managing IT services in delivering business expectations.

Outcomes

Trainees shall be able to learn the core disciplines of ITIL best practices by engaging in case studies.

Course Content

• MODULE I: INTRODUCTION
  1. Individual introduction and house rules
  2. IT service management in the modern world
  3. About ITIL 4 and comparison to ITIL V3 2011
  4. The structure and benefits of the ITIL 4 framework


• MODULE II: KEY CONCEPTS OF SERVICE MANAGEMENT
  1. Value and value co-creation
  2. Organizations, service providers, service consumers, and other stakeholders
  3. Products and services
  4. Service relationships
  5. Value: outcome, costs, and risks
  6. Summary


• MODULE III: THE FOUR DIMENSIONS OF SERVICE MANAGEMENT
  1. 1. Organizations and people
  2. Information and technology
  3. Partners and suppliers
  4. Value streams and processes
  5. External factors
  6. Summary


• MODULE IV: THE ITIL SERVICE VALUE SYSTEM
  1. Service value system overview – Discussion on Lean, Agile, DevOps on IT Service Management
  2. ITIL 4 Design Rationale Creating Service Value
  3. Opportunity, demand, and value
  4. The ITIL guiding principles
  5. Governance
  6. Service Value Chain
  7. Continual Improvement
  8. Practices
  9. Summary


• MODULE V: ITIL MANAGEMENT PRACTICES
  1. General Management Practices
  2. Service Management Practices
  3. Technical Management Practices
  4. Practice Exams (2 exams) and Review