About
In this course, you will learn the following:
- The ITIL 4 end-to-end IT/digital operating model.
- How to use the ITIL 4 model to create, deliver, and continuously improve tech-enabled products and services.
- The impact of technology and IT teams in a broader business strategy.
- Prepare for and pass the ITIL 4 Foundation certification exam.
- Identify opportunities to develop IT practices using ITIL guidelines.
- Interact with IT teams using ITIL 4 terminology and concepts.
- Explore the service value chain and IT service management practices.
- Recognize the importance of IT and business integration.
- Continue learning and face new challenges with after-course one-on-one instructor coaching.
Outline
1: Service Management
The following concepts are covered in both the instructor-led and adaptive virtual academy training options. The outline follows the instructor-led training schedule; adaptive modules are broken down further for bite-sized learning.
- Service Value System (SVS) and Service Value Chain
- Organizations
- Service Provisioning and Consumption
- Customers, Users, Sponsors, and Other Stakeholders
- Services, Products, and Service Offerings
- Service Relationships
- Value, Outcomes, Costs, and Risks
- Utility and Warranty
2: The Four Dimensions
- Organizations and People
- Information and Technology
- Partners and Suppliers
- Value Streams and Processes
3: The Service Value System
- Opportunity, Demand, and Value
- Guiding Principles
- Governance
- ITIL Practices
- Continual Improvement
- Organizational Silos
4: The Service Value Chain
- Components of the Service Value System (SVS): Plan, Improve, Engage, Design & Transition, Obtain & Build, Deliver & Support
- Inputs of the SVS: Opportunities & Demand
- Outcome of the SVS: Value
- Addressing the Challenges of Silos
5: The Seven Guiding Principles
- Focus on Value
- Start Where You Are
- Progress Iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep It Simple and Practical
- Optimize and Automate
6: ITIL Practices: Practice Overview and General Management Practices
- Practices and Processes
- Continual Improvement
- Information Security Management
- Supplier Management
- Relationship Management
7: ITIL Practices: Service Management and Technical Management Practices
- Service Level Management
- Event Management
- Service Desk
- Service Request Management
- Incident Management
- Problem Management
- Change Enablement
- IT Asset Management
- Service Configuration Management
- Release Management
- Deployment Management
Training Methodology
Pathways Training and consulting adopts the newest techniques of human resources Training and consulting and, with the following:
- Theoretical lectures are delivered via PowerPoint and visual displays (videos and short films)
- Making scientific evaluation to the trainee (before and after)
- Brainstorming and role-playing
- Using case studies related to the scientific material being delivered and the trainees' work.
- The participants get the scientific and practical material printed and on CDs and Flash memories.
- Preparing records and reports of the participants' attendance and results, with a general evaluation of the training program.
- A group of the best trainers and experts in all fields and specialties professionally prepares the scientific material.
- After finishing the course, the participants get certificates of attendance signed, certified, and issued by pathways Training and consulting.
- Our training programs start at 9:00 o'clock in the morning and end at 2:00 in the afternoon, with snack buffet during the lectures.
- Providing a lunch buffet during the training program period, with organizing a lunch party on the training program final day for taking some photos and certificate awarding.
