ITSM Foundation
Please Tick : QUESTIONS to TEST YOURSELF
The ITIL4 framework provides
organizations with a practical and flexible foundation to support organizations
on their journey into the new digital transformation world and help them solve
new service management challenges. It is designed to provide a flexible,
coordinated and integrated system for the effective management and governance
of IT supported services.
Who Should Attend
People Taking Role in IT Management
IT Operating Teams
IT Consultants
Process Owners and Practitioners
Quality Teams
Project Managers
Process Consultants
Duration of Training
The duration of the training is three days
Prerequisites
There are no prerequisites for participation
in training.
Training Agenda
Understanding Service Management Basic Concepts
Learning the definitions: Benefit,
warranty, service customer, user, service management, sponsor
Defining the basic concepts
that create value with service: Cost, value, organization, target, output,
risk, benefit, guarantee
Defining service-related basic
concepts: Service delivery, Service Relationship management, Service provision,
Service consumption
Understanding the contribution
of the ITIL guiding principles to the service management adaptation of the
organization:
Understanding the nature of
the guiding principles
Explanation of the use of the
guiding principles
Focus on
value
Determining where you are
Progress
with feedback
Prioritize visibility
Work and
think holistically
Stay
simple and practical
Optimize
and automate
Four
Dimensions of Service Management
Organization
and people
Information and
Technology
Partners and
suppliers
Value chain and
processes
Understanding the Components of the Service Value Chain and Their Purpose
Describe the ITIL service
value system
Service Value chain activities
and understanding of the link between them
The nature of the service
value chain and how it supports the value chain
Defining the objectives of
the value chain activities
Plan, Develop,
Relate, Design and Enter, Get and Build, Deliver and Support
Learning the Purpose and main terminology of ITIL Practices
Learning
the purpose of the following ITIL practices
a) Information security management
b) Relationship management
c) Supplier management
d) IT asset management
e) Monitoring and event management
f) Version management
g) Service configuration management
h) Distribution management
i) Continuous improvement
j) Change control
k) Case management
l) Problem management
m) Service request management
n) Service desk
o) Service level management
Defining the following ITIL
terminology
a) IT presence
b) Event
c) Configuration unit
d) Change
e) Incident
f) Problem
g) Known error
Understanding ITIL Practices
a) Continuous improvement model
b) Change control
c) Case management
d) Problem management
e) Service request management
f) Service desk
g) Service level management
Language of The Training
The training
documentation is in English and the language is also English for foreign groups.