ITIL Foundation is a set of widely adopted best practices for successful IT service management (ITSM). ITIL 4 has evolved from the current version by looking at ITSM practices in the wider context of customer experience, value streams and digital transformation. It also embraces new ways of working such as Lean, Agile and DevOps.
ITIL 4 provides the guidance organizations need to address new challenges and use modern technology. It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services.
What You’ll Learn
The course will help students to understand:
- Key IT service management concepts
- How ITIL guiding principles can help and organization to adopt and adapt service management
- The 4 dimensions of service management
- The purpose and components of the service value system
- The activities of the service value chain and how the interconnect
- Know the purpose of key ITIL practices
- Preparation to sit the ITIL4 foundation examination
Classroom Live 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
Book your slot on upcoming scheduled class on 1st July – 3rd July 2019.Training fee with kit goes at $ 300
Venue:
Computer Learning Centre-Nairobi Kenya
For group training there is a discount.
Any inquiry , booking and confirmation you can contact me.
Caroline Mutembei
caroline.mutembei@clclearningafrica.com
Computer Learning Center
Nairobi, Kenya
Skype: caroline.mutembei