Mastering the best practices to implement an efficient and reliable IT systems management framework will allow you to contribute to the improvement of your organization's results and growth. Moreover, this in-depth preparation for the exam maximizes your chances of obtaining an ITIL certification, which is always valued within organizations: the management practices advocated by ITIL aim to meet the quality requirements of I.S. without increasing costs, if possible by lowering them. With us, see how to identify, explain and apply the ITIL ® basic principles in concrete cases.
Duration
2.5 days
Schedule
See training dates for details
Regular fee
$1,825
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$1,640
Objectives of the training
To provide the knowledge and skills required to describe the notion of value system, value chain, the practices and roles that an IT organization needs in order to provide quality IT services within its company and to its clients.Targeted audience
Personnel involved in the day-to-day delivery and management of IT services. IT managers and technicians who want or need to manage and improve the services offered by the IT department.Prerequisite
Participants must have at least three to six-months’ experience working in an IT company.
Course architecture
DAY 1
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.
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
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.
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
DAY 2
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
DAY 3
Application of ITIL® 4 principles (continued)
- Continuous Improvement
Discussion on the implementation of Service Management principles
- Typical approach based on agility, governance and continuous improvement
- Key processes for organizations
Review and practice writing the exam
- Question and answer session
- Practice exam with practice questions
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.
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
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.
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
DAY 2
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
DAY 3
Application of ITIL® 4 principles (continued)
- Continuous Improvement
Discussion on the implementation of Service Management principles
- Typical approach based on agility, governance and continuous improvement
- Key processes for organizations
Review and practice writing the exam
- Question and answer session
- Practice exam with practice questions
If you have any questions about registration, cancellation, schedules, language of instruction, etc. you will find answers in our FAQ.
Pedagogical details
Training architecture
Training Notes
This certification course is always and only offered with the associated certification exam. This course entitles you to 14 PDU.
ITIL® is a registered trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved. IT Infrastructure Library®: IT Infrastructure Library ® ™ is a trade mark of AXELOS Limited, under the permission of AXELOS Limited. All rights reserved.
The ITIL® courses on this page are offered by Qualiti7 ATO/Affiliate of AXELOS Limited. ITIL® is a registered trademark of AXELOS Limited. All rights reserved.
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 quoteDuration
2.5 days
Schedule
See training dates for details
Regular fee
$1,825
Preferential fee
A preferential rate is offered to public institutions, to members of certain professional organizations as well as to companies that do a certain amount of business with Technologia. To know more, please read the "Registration and rates" section on our FAQ page. Please note that preferential rates are not available for online training courses. Discounts cannot be combined with other offers.
$1,640
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