Objectives
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.
Is it for you ?
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.
Your benefits
Content
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
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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
💡 Useful information
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Trainers
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