Master ITIL 4 and implement a high-performing, value-driven Service Desk
IT service management cannot be improvised; it is based on proven practices. ITIL 4 modernizes the approach with a service value system focused on collaboration, continuous improvement, and governance. This training explores the key principles of ITIL 4, Service Desk practices, and the tools to implement them effectively. An essential upgrade for IT teams looking to align their services with the real expectations of their users.
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.
Prerequisites
Knowledge of ITIL V3 is a plus. The ITIL V3 reference book is available as a complementary resource.
What You'll Walk Away With
- ✓ Understand the core principles and service value system of ITIL 4
- ✓ Structure and implement a Service Desk according to current best practices
- ✓ Situate ITIL 4 in relation to ITIL V3 and plan an informed transition
Training content
ITIL® 4 - Overview and Best Practices
1 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
2 The main principles of ITIL4
- Introduction
- The Service Value System
- The dimensions
- Guiding principles
3 Continual improvement
- Definition of continuous improvement
- Objectives of continuous improvement
- The Deming Wheel
- The 7-Step Model for Improvement
4 Service Management Governance
- Governance overview
- The indicators
- Why measure?
5 ITIL® 4 The Service Desk
6 Reminders on the ITIL 4 approach
- The ITIL® approach
- ITIL® best practices
- The objectives of the approach
- Definitions
- ITIL 4
7 The Service Center practice
- The practices
- Service Center missions
- Responsibilities
- The stakes
- Satisfaction survey
- The Service Center and other ITIL practices
8 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
9 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
10 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
📌 Practical information
100% online training. Accessible anytime from anywhere for one year. If you have any questions about registration, the language of instruction, or the cancellation terms, please consult our FAQ