ITIL v4 – Introduction to IT Service Management

Training Description: ITIL v4 – Introduction to IT Service Management

Course Summary: The ITIL v4 training provides a comprehensive understanding of best practices for IT service management. This internationally recognized framework is essential for IT professionals looking to improve the quality, efficiency, and alignment of IT services with business needs. This training equips you with the knowledge necessary to implement ITIL v4 principles within your organization, optimizing IT service management.

Training Objectives:

• Understand the fundamental principles of ITIL v4 and their application in a service management environment.
• Gain an overview of IT service management practices suited for the digital era.
• Learn how to use service concepts, value chains, and value streams for IT service management.
• Improve IT services by reducing costs and increasing customer satisfaction.
• Prepare participants for the ITIL Foundation v4 exam to obtain official certification.

Training Program:

Introduction to ITIL v4

• History and evolution of ITIL: from early versions to ITIL v4.
• Fundamental principles of ITIL v4: value, service, stakeholders, and practices.
• The modern and agile IT service management framework.

The 7 Guiding Principles of ITIL v4

• Co-created value between the service provider and the customer.
• Start where you are.
• Progress iteratively with feedback.
• Collaborate and promote visibility.
• Think and work holistically.
• Keep it simple and practical.
• Optimize and automate.

The ITIL v4 Service Value System (SVS)

• Overview of the ITIL v4 SVS model.
• Components of SVS: practices, value chains, governance, continual improvement.
• Value streams and process integration to maximize service value.

The IT Service Value Chain

• Activities of the value chain: planning, improvement, engagement, design & transition, obtain/build, deliver & support.
• Alignment between value chain activities and customer needs.
• Using the value chain for service optimization.

IT Service Management Practices

• Introduction to the 34 ITIL v4 practices categorized into general management, service management, and technical management practices.
• Focus on essential practices such as incident management, problem management, change management, configuration management, and service level management.
• Continuous service improvement through agile practices.

Continual Improvement

• Principles and processes of continual improvement in service management.
• Using the PDCA (Plan-Do-Check-Act) model for continual improvement.
• Measuring service performance and managing key performance indicators (KPIs).

ITIL Foundation v4 Certification Preparation

• Review of key concepts for the certification exam.
• Practical tips for passing the ITIL Foundation exam.
• Exercises and exam simulations to test your knowledge.

Training Duration: The ITIL v4 training typically lasts between 3 to 5 days (24 to 32 hours) and includes theoretical modules, practical case studies, interactive exercises, and exam simulations to ensure optimal preparation.

Prerequisites: No specific prerequisites are required for this training. However, professional experience in IT service management or project management can be beneficial.

Target Audience:

• IT managers, IT service management professionals, and IT operations specialists.
• Consultants and auditors in service management.
• Project managers and anyone involved in managing, optimizing, or overseeing IT services.
• Anyone seeking ITIL Foundation v4 certification.

Certification: At the end of the training, you will be ready to take the ITIL Foundation v4 exam to obtain official certification. This certification is widely recognized in the IT industry and demonstrates your ability to understand and apply best practices in IT service management.

Join this training to master ITIL v4 principles and practices, enhance IT service efficiency within your organization, and maximize value delivery to customers.