ITIL® 4 is the latest update of the world’s most popular framework for IT Service Management. This framework focus on value-driven practices and the optimization of IT Services.

The Objectives:

  • Gain the knowledge about current technological era, which is affecting businesses across all industries.
  • Understand how ITIL® 4 best practice framework is used to boost the efficiency, effectiveness and overall quality of IT-related services, governance and IT management Framework.
  • How to manage resources and optimize product or service delivery in your role.


The Audience:

  • Individuals at the start of their journey in Service Management
  • ITSM Managers and aspiring ITSM Managers
  • Individuals working in other parts of “IT” (digital, product, development) with strong interface with service delivery
  • Existing ITIL qualification holders wishing to update their knowledge.


The course Outlines:

  • Introduction

    • The role of IT Service Management as a key strategic capability within organizations.
    • The structure and purpose of the new framework ITIL® 4 and the Service Value System.
    • An outline of the Service Value Chain, ITIL® Practices and Principles, and the elements of the Four Dimensions Model


  • ITIL® Guiding Principles

    • Focus on Value
    • Start where you are
    • Progress iteratively with feedback
    • Collaborate and promote visibility
    • hink and work holistically
    • Keep it simple and practical
    • Optimize and automate


  • The Four Dimensions of ITIL® Service Management

    This chapter describe an introduction to the Four Dimensions Model  and how its elements must collaborate to provide different perspectives to the Service Value Chain:
    • Organizations and People,
    • Information and Technology.
    • Partners and Suppliers.
    • Value Streams and Processes.


  • ITIL® 4 Service Value System:

    Describes how all the components and activities of the organization work together as a system to enable value creation:
    • The Demand opportunities and value.
    • The Service value chain
    • The governance
    • The continual improvement


  • ITIL® 4 Management Practices:

    General Management Practices:
    • Management practices are organizational resources designed to accomplish specific objectives
    • An overview of the four categories of organizational resources
    • Effective use of management practices will ensure businesses can put their service on the market quickly and efficiently
    Service Management Principles:
    • An overview of the various Service Management Practices designed to improve the implementation of ITIL® 4
    • Detailed outlines of Availability Management, Business Analysis, Change Control, and Release Management
    • The stages of Service Level Management, including defining, recording, and managing service levels
    Technical Management Principles:
    • Deployment Management is a key type of Technical Management and is designed to transfer new or changed software, hardware, processes, and documentation
    • Infrastructure and Platform Management enables the further monitoring of technology solutions
    • Software Development and Management ensures that applications meet internal and external stakeholder needs
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