ITIL® 4 Foundation Bridge

Kursun kodu

HU0C7S

Müddət

1 Gün, 8 Saat

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Kursun proqramı

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Course overview

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.

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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

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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.

Audience

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
- IT vendors, suppliers and partners
- IT managers and IT executives
- Individuals working in other parts of IT (digital, product, development, security)

Kursun proqramı

Course outline

1. Key Concepts and Definitions of Service Management

Value and value co-creation
Organizations, service providers, service consumers and other stakeholders
Products and services
Service relationships

2. The Four Dimensions of Service Management

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes

3. The ITIL Service Value System

ITIL guiding principles
Governance
Service value chain
ITIL management practices
Continual improvement

4. Service Value Chain • Plan

Engage
Design and transition
Obtain/build
Deliver and support
Improve

5. Exam preparation and exam review

Kurslara qayıt (ITIL)

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ITIL® 4 Foundation Bridge

Kursun kodu:

HU0C7S

Müddət:

1 Gün, 8 Saat

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PDF yüklə