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Course Description

ITIL® is the world’s leading best practice framework for implementing IT Service Management. ITIL version 4 introduces IT Service Management through the lens of a Service Value System (SVS), which provides a holistic end-to-end view of how to successfully


COURSE OBJECTIVES:
By completion of this course, you will have a deep understanding of the 7 Guiding Principles, 4 Dimensions of Service Management, 34 ITIL® Practices, and the new Value Service Chain that incorporate the core of ITIL® version 4.

Course Objectives

After completing this course, students will be able to:

    ITIL 4 Overview

    • Structured Benefits
    • The Service Value System
    • Four Dimensions of Service Management

    Key Concepts of ITIL

    • What is Service Management?
    • Service Relationships
    • Creating Value

    The Four Dimensions of Service Management

    • A Holistic Approach to Value Delivery
    • Organizations and People
    • Informational Technology
    • Partners and Suppliers
    • Value Streams and Processes
    • External Factors

    The ITIL Service Value System (SVS)

    • Guiding Principles
    • Governance
    • Service Value Chain
    • Practices
    • Continual Improvement

    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
    • Principle Interaction

    Governance

    • Governing Bodies
    • Governance Activities
    • The Role of Governance in the SVS

    The Service Value Chain

    • Plan
    • Improve
    • Engage
    • Design and Transition
    • Obtain and Build
    • Deliver and Support

    Continual Improvement

    • The Model, the Value Chain, and Practice
    • Continual Improvement Model
    • Continual Improvement and the Guiding Principles
    • Theory of Constraints

    Key ITIL Practices

    • Introduction to ITIL Practices
    • Continual Improvement
    • Service Level Management
    • Change Control
    • Incident Management
    • Service Request Management
    • Service Desk
    • Problem Management

    Other ITIL Practices

    • General Management Practices
    • Service Management Practices
    • Technical Management Practices
    • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark AXELOS Limited used, under permission of AXELOS Limited. All rights reserved. IT Infrastructure Library® is a registered trade mark of the AXELOS Limited used, under permission of AXELOS Limited. All rights reserved.

Upcoming Dates

  • Location: Virtual Live

  • Date & Time: Apr 22, 202108:00 AM CST

$1,895.00
  • Location: Virtual Live

  • Date & Time: Apr 29, 202110:00 AM CST

$1,895.00
  • Location: Virtual Live

  • Date & Time: May 04, 202108:00 AM CST

$1,895.00

Course Dates

Location Date & Time Duration Course Type
  • CL Classroom Live - Traditional live classroom with in-person instructor.
  • CV Classroom Virtual - Attend this live instructor-led event remotely from the indicated tech facility.
  • VL Virtual Live - Attend this live instructor-led event remotely from anywhere.
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