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Duration 21 hours
Course Outline
Introduction to ITIL® 4 Management Practices
- An overview of ITIL® 4 practices and their significance in service management
- Gaining insight into organizational resources and service value creation
- Examining the link between ITIL practices, service value streams, and continual improvement
- A summary of the ITIL® Practice Manager qualification pathway
Service Management Practices: Monitor, Support, and Fulfil
Service Desk
- The purpose and value provided by the Service Desk practice
- Oversight of user communication and support channels
- Enhancing user experience and service quality
Incident Management
- Clarifying the goals of incident management
- Processes for identifying, prioritizing, and resolving incidents
- Efficient restoration of normal service operations
Problem Management
- Detecting and managing the underlying causes of incidents
- Techniques for root cause analysis
- Preventing recurring incidents via continual improvement
Service Request Management
- Effective handling of user requests
- Designing workflows for request fulfillment
- Boosting automation and service efficiency
Monitoring and Event Management
- Comprehending monitoring strategies
- Event detection, analysis, and response protocols
- Facilitating proactive service management
Practices for Plan, Implement, and Control
Change Enablement
- Managing changes while minimizing risk
- Processes for change assessment, approval, and implementation
- Supporting both agile and controlled change delivery
Deployment and Release Management
- Planning and overseeing software deployments
- Coordinating releases across different environments
- Lowering deployment risks and accelerating delivery speed
Service Configuration Management
- Managing configuration data and relationships
- Understanding concepts related to the Configuration Management Database (CMDB)
- Supporting the accurate management of service information
IT Asset Management
- Overseeing the lifecycle of IT assets
- Enhancing asset visibility and control
- Supporting compliance and cost optimization
Practices for Collaborate, Assure, and Improve
Relationship and Supplier Management
- Managing relationships with stakeholders
- Establishing effective collaboration with suppliers
- Improving service delivery through strategic partnerships
Service Level Management
- Defining and managing service expectations
- Creating meaningful service level agreements (SLAs)
- Measuring and enhancing service performance
Continual Improvement
- Applying the principles of continual improvement
- Identifying opportunities for improvement
- Measuring and sustaining service enhancements
Information Security Management
- Understanding information security objectives within the ITIL framework
- Supporting confidentiality, integrity, and availability
- Integrating security practices into service management
Practice Integration and Service Value Streams
- Understanding collaboration across different practices
- Combining practices to support effective service value streams
- Applying ITIL principles to real-world scenarios
- Improving operational effectiveness through integrated practices
Practical Workshop and Certification Preparation
- Applying ITIL practices through hands-on exercises
- Reviewing practice roles, activities, and workflows
- Preparing for the ITIL Practice Manager assessment requirements
- Course summary and next steps
Requirements
ITIL®️ 4 Foundation Exam
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
In my opinion large amount of practical examples is very helpful to understand subject.
