ITIL 4 - Foundations IT management with certification

1 DAY 1

2 The generalities

With ITIL, the focus is on the value for the company and the transition from process to practice.

The key concepts of Service Management (value, stakeholders, services). Understanding them through the set of organizational capabilities that enable the creation of value for customers in the form of services.

• Relativity of the value according to the perception of the stakeholders.
• Nature of stakeholders (service provider, consumer, others).
• Different roles of service consumers (customer, user, sponsor).
• Co-creation of value in a service relationship.
• Difference, similarities and links between Product and Service.
• Distinction between Utility and Guarantee.
• Do not confuse result and deliverable.

3 The four dimensions of service management: a holistic approach.

• Organizations and people: structure, culture, skills, roles
• Information and technology: knowledge and technology requirements, relationships between value system components
• Partners and suppliers: strategic approach according to the company's objectives, culture and business environment
• Value streams and processes: inputs, deliverables, sequence and dependencies

4 The service value system (svs).

Understanding it to ensure that the organization continuously co-creates value (inputs + elements + deliverables) and to combat the creation of silos. Review of the key components of SVS:

• Guiding principles: to guide the organization in all circumstances.
• Governance: to ensure direction and control of the organization.
• Service value chain: the activities to deliver a product/service. First Involve, Plan, Design and then Build, Sustain and Improve.
• Practices: to achieve a goal using organizational resources.
• Continuous improvement: to be able to continuously meet stakeholders' expectations.

5 The seven guiding principles of ITIL® 4: universal and sustainable.

Apply them to foster success, encourage improvement and provide guidance in all circumstances.

• Focus on value
• Start here
• Move forward by iterations with feedback
• Collaborate
• Approach holistically
• Focus on simplicity
• Optimize and automate

6 DAY 2

7 Application of ITIL® 4 principles

Management practices: using all organizational resources to achieve an objective.

• Relationship Management
• Service Level Management
• Information Security Management
• Supplier Management
• Change Enablement
• IT Asset Management
• Policy Configuration Management
• Deployment Management
• Release management
• Incident management
• Service Request Management
• Problem management
• Event Management
• Service Desk

8 DAY 3

9 Application of ITIL® 4 principles (continued)

• Continuous Improvement

10 Discussion on the implementation of Service Management principles

• Typical approach based on agility, governance and continuous improvement
• Key processes for organizations

11 Review and practice writing the exam

• Question and answer session
• Practice exam with practice questions