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Duration 21 hours
Course Outline
Introduction to ITIL® 4 Management Practices
- Overview of ITIL® 4 practices and their function in service management
- Comprehending organizational resources and the creation of service value
- The connection between ITIL practices, service value streams, and continual improvement
- Outline of the ITIL® Practice Manager certification pathway
Service Management Practices: Monitor, Support, and Fulfil
Service Desk
- The objective and value of the Service Desk practice
- Overseeing user communication and support channels
- Enhancing user experience and service quality
Incident Management
- Grasping the goals of incident management
- Identifying, prioritizing, and resolving incidents
- Efficiently restoring normal service operations
Problem Management
- Identifying and managing incident root causes
- Techniques for root cause analysis
- Preventing repeat incidents via continual improvement
Service Request Management
- Effectively managing user requests
- Designing workflows for request fulfillment
- Enhancing automation and service efficiency
Monitoring and Event Management
- Comprehending monitoring strategies
- Detecting, analyzing, and responding to events
- Facilitating proactive service management
Practices for Plan, Implement, and Control
Change Enablement
- Managing changes with minimal risk
- Processes for change assessment, approval, and implementation
- Facilitating agile and controlled change delivery
Deployment and Release Management
- Planning and overseeing software deployments
- Coordinating releases across various environments
- Mitigating deployment risks and enhancing delivery speed
Service Configuration Management
- Managing configuration data and relationships
- Understanding Configuration Management Database (CMDB) concepts
- Supporting the management of accurate service information
IT Asset Management
- Overseeing the lifecycle of IT assets
- Enhancing asset visibility and control
- Supporting compliance and cost optimization
Practices for Collaborate, Assure, and Improve
Relationship and Supplier Management
- Managing stakeholder relationships
- Establishing effective supplier collaboration
- Enhancing service delivery through partnerships
Service Level Management
- Defining and managing service expectations
- Creating meaningful Service Level Agreements (SLAs)
- Measuring and enhancing service performance
Continual Improvement
- Applying continual improvement principles
- Identifying opportunities for improvement
- Measuring and sustaining service enhancements
Information Security Management
- Understanding information security objectives within ITIL
- Supporting confidentiality, integrity, and availability
- Integrating security practices into service management
Practice Integration and Service Value Streams
- Understanding cross-practice collaboration
- Combining practices to support effective service value streams
- Applying ITIL principles to real-world scenarios
- Improving operational effectiveness through integrated practices
Practical Workshop and Certification Preparation
- Applying ITIL practices through practical exercises
- Reviewing practice roles, activities, and workflows
- Preparing for ITIL Practice Manager assessment requirements
- Course summary and next steps
Requirements
ITIL® 4 Foundation Exam
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
In my opinion large amount of practical examples is very helpful to understand subject.
