Module 01:
Overview
ITIL 4 expands the scope of the world’s leading best practice framework for IT to incorporate many new ways of working, including Agile, LEAN, DevOps, and other innovative approaches. In this course you will learn the core aspects of the ITIL Framework and how to use it to improve the quality of services you deliver to your customers.
What we learn:
- The ITIL Service Management System
- The Service Value Chain
- Continual Improvement best practices
- Key Guiding Principles
- Governance Requirements
- Key ITIL Practices, including
- Incident Management
- Service Request Fulfillment
- Service Level Management
- Service Desk
- Change Control
- Continual Improvement
- And many more
- Module 1: ITIL 4 Overview
- Introduction to ITIL
- Key Concepts of ITIL
Module 02:
The ITIL Framework
- The Four Dimensions of Service Management
- The ITIL Service Value System (SVS)
Module 03:
The ITIL Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility Think and Work Holistically
- Keep It Simple and Practical Optimize and Automate
Module 04:
The ITIL Service Value System (SVS)
- Governance
- The Service Value Chain
- Continual Improvement
Module 05:
Key ITIL Practices
- Continual Improvement
- Service Level Management
- Change Control
- Incident Management
- Service Request Management
- Service Desk
- Problem Management
Module 06:
Other ITIL Practices
- General Management Practices
- Service Management Practices
- Technical Management Practices
