Wprowadzenie
This course covers the best practice framework of ITIL 4 at a foundational level, bridging the gap between ITIL 2011 and ITIL 4. Students will learn about the service value system (SVS), the four dimensions of service management, the service value chain, the seven guiding principles, and service management practices. ITIL 4 is a non-prescriptive, industry best practice providing a vendor-neutral, technology-agnostic framework to address service management challenges by reshaping much of the established ITSM practices in the wider context of customer experience, value streams and digital transformation, as well as embracing new ways of working, including Lean, Agile and DevOps.
Cel szkolenia
Course objectives
Upon successful completion of this course,
candidates will be able to:
• Explain the four dimensions of service
management and how the four dimensions
are used to underpin a balanced focus in
value creation
• Describe the service value system (SVS)
and how the SVS ensures value is cocreated with the business
• Understand and implement the ITIL service
value chain
• Gain the knowledge necessary to prepare
and take the ITIL 4 Foundation certificate
Adresaci szkolenia
• Business managers, business process owners
or any business person interfacing with IT
organizations
• IT professionals who already have a good
understanding of ITIL 2011 and want to
advance their knowledge of the new service
management concepts in ITIL 4
• Other individuals working in parts of the IT
organization, including:
- IT staff supporting large, complex and hybrid
data centers, interested in improving speed,
quality and cost of IT services
Prerequisites
• Attendees should have a good knowledge
of ITIL 2011 at Foundation level or above.
This knowledge is assumed, and the
content which overlaps ITIL 2011 and ITIL
4 will not be covered in this course.
• Additional study time outside of the
classroom will be required to prepare for the
certification exam.
