Objectives of the training

The ITIL approach is a selection of best practices in IT service management. The Service Desk is a key function of the ITIL approach because it is the single point of contact with IT for all user requests. The objective of this e-learning is to present the ITIL 4 best practices and the implementation of a Service Center. Service Center.

Targeted audience

This e-learning is intended for anyone who wants to adopt ITIL 4: from the IT manager to the technician, through the engineer or the hot liner of a Service Center.

Prerequisite

Knowledge of ITIL V3 is a plus. The ITIL V3 reference book is available as a complementary resource.

Trainers

Upcoming information

Course architecture

ITIL® 4 - Overview and Best Practices

Overview
• What is ITIL?
• Norms, standards and best practices
• History of ITIL
• Definition of ITIL
• Reminder of the main principles of ITIL V3
• Why ITIL 4?
• Publications

The main principles of ITIL4
• Introduction
• The Service Value System
• The dimensions
• Guiding principles

Continual improvement
• Definition of continuous improvement
• Objectives of continuous improvement
• The Deming Wheel
• The 7-Step Model for Improvement

Service Management Governance
• Governance overview
• The indicators
• Why measure?

ITIL® 4 - The Service Desk

Reminders on the ITIL 4 approach
• The ITIL® approach
• ITIL® best practices
• The objectives of the approach
• Definitions
• ITIL 4

The Service Center practice
• The practices
• Service Center missions
• Responsibilities
• The stakes
• Satisfaction survey
• The Service Center and other ITIL practices

The organization and implementation of the Service Center
• The activities
• Configuration and sizing
• Types of Service Centers
• The teams
• The Service Desk in ITIL V3 and ITIL 4
• Physical implementation
• Tools
• Implementation

ITIL® 4 - Understanding the approach and adopting best practices
• Service Management, ITIL and the standards
• Reminder of the ITIL V3 main principles
• The main ITIL principles
• The four dimensions of Service Management
• A global system
• ITIL guiding principles
• Continuous improvement
• Service Management Governance
• Service value chain activities
• The practices
• General practices
• Service Management Practices
• Technology management practices
• Implementation of the ITIL approach
• The ITIL training curriculum
• ITIL4 Glossary

ITIL® V3 - Understanding the approach and adopting best practices
• The ITIL approach and standards
• The Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service operations
• Service Continuous Improvement
• Implementing the ITIL approach
• Glossary of the ITIL V3 approach

Private or personalized training

If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.

Request a quote

Duration

11.0 hours

Regular fee

$250

Private or personalized training

If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.

Request a quote

EL368 - ITIL 4: Best Practices and Service Center Implementation

Objectives of the training

Targeted audience

Prerequisite

Trainers

Course architecture

Private or personalized training

Private or personalized training

Purchase summary

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