course is guaranteed to run Description
Objectives
You will learn:
- The ITIL Service Management System
- The Service Value Chain
- Continual Improvement best practices
- Key Guiding Principles
- Governance Requirements
- Key ITIL Practices, including
- Incident Management
- Service Request Fulfillment
- Service Level Management
- Service Desk
- Change Control
- Continual Improvement
- And many more
Duration
Two days
Outline of ITIL 4 Foundation Training
Chapter 1: ITIL 4 Overview
- Introduction to ITIL
- Key Concepts of ITIL
Chapter 2: The ITIL Framework
- The Four Dimensions of Service Management
- The ITIL Service Value System (SVS)
Chapter 3: The ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
Chapter 4. The ITIL Service Value System (SVS)
- Governance
- The Service Value Chain
- Continual Improvement
Chapter 5: Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
Chapter 6: Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
