ITIL 4 Foundation

About this course

This course provides IT leaders, practitioners, support staff and staff interfacing with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services

OUTLINE

IT Service Management definitions; Service, Utility, Warranty, Customer, User, Service management, Sponsor

Key concepts of value creation

Key concepts of service relationships; service offering; service provision; service consumption; service relationship management

The nature, use and interaction of 7 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

The 4 dimensions of service management; Organizations and people; Information and technology; Partners and suppliers; Value streams and processes

The ITIL service value system

The service value chain, its inputs and outputs, and its role in supporting value streams

Service value chain elements; Plan, Improve, Engage, Design & transition, Obtain / Build, Deliver & support

Detail of how the following ITIL practices support the service value chain:

Continual Improvement (including continual improvement model)

Change control

Incident management

Problem Management

Service request management

Service desk

Service level management

The purpose of the following ITIL practices

Information security management

Relationship management

Supplier management

Availability management

Capacity and performance management

Service configuration management

IT asset management

Business analysis

Service continuity management

Deployment management

Monitoring and event management

Release management

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