Duration
11.0 hours
Regular fee
$250
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
• 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
• 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
• 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
• 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 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 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
• 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
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quoteDuration
11.0 hours
Regular fee
$250
Private or personalized training
Do you have several employees interested in the same training course? Whether in person at your offices or remotely in virtual mode, we offer private training courses tailored to your team's needs. Group rates are available. Contact us for more details or request a quote online.
Request a quote