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Course Outline
Introduction to ITIL® 4 Management Practices
- Examining the role of ITIL® 4 practices in service management
- Gaining insight into organizational resources and value creation
- Exploring the link between ITIL practices, service value streams, and continuous improvement
- Reviewing the pathway to the ITIL® Practice Manager certification
Service Management Practices: Monitor, Support, and Fulfil
Service Desk
- Assessing the purpose and value delivered by the Service Desk
- Overseeing user communication and support channels
- Elevating user experience and service quality
Incident Management
- Grasping the core objectives of incident management
- Handling incident identification, prioritization, and resolution
- Efficiently restoring normal service operations
Problem Management
- Pinpointing and addressing the underlying causes of incidents
- Utilizing root cause analysis methods
- Preventing repeat incidents via continuous improvement
Service Request Management
- Effectively handling user requests
- Developing streamlined request fulfillment workflows
- Enhancing automation and overall service efficiency
Monitoring and Event Management
- Comprehending various monitoring strategies
- Detecting, analyzing, and responding to events
- Facilitating proactive service management
Practices for Plan, Implement, and Control
Change Enablement
- Managing changes to minimize risk
- Streamlining change assessment, approval, and execution
- Enabling both agile and controlled change delivery
Deployment and Release Management
- Planning and overseeing software deployments
- Aligning releases across different environments
- Mitigating deployment risks and accelerating delivery
Service Configuration Management
- Maintaining configuration data and associated relationships
- Comprehending Configuration Management Database (CMDB) concepts
- Ensuring the accuracy of service information management
IT Asset Management
- Overseeing the lifecycle of IT assets
- Enhancing asset visibility and governance
- Promoting compliance and cost optimization
Practices for Collaborate, Assure, and Improve
Relationship and Supplier Management
- Cultivating stakeholder relationships
- Fostering effective supplier collaboration
- Boosting service delivery through strategic partnerships
Service Level Management
- Setting and managing service expectations
- Formulating relevant service level agreements (SLAs)
- Tracking and enhancing service performance
Continual Improvement
- Implementing continuous improvement principles
- Spotting opportunities for enhancement
- Tracking and sustaining service upgrades
Information Security Management
- Understanding information security goals within the ITIL context
- Safeguarding confidentiality, integrity, and availability
- Weaving security practices into service management
Practice Integration and Service Value Streams
- Understanding cross-practice collaboration
- Synthesizing practices to support effective service value streams
- Applying ITIL principles to real-world scenarios
- Enhancing operational effectiveness through integrated practices
Practical Workshop and Certification Preparation
- Applying ITIL practices through practical exercises
- Reviewing practice roles, activities, and workflows
- Preparing for ITIL Practice Manager assessment requirements
- Course summary and next steps
Requirements
ITIL®️ 4 Foundation Exam
21 Hours
Testimonials (2)
The clearest shift for me: value isn't something we deliver — it's co-created and only exists as the customer perceives it, net of the costs and risks we impose on them. That reframes how I look at delivery and presales: not "did we meet the SLA" but "did the client actually achieve the outcome they were after."
Ciprian Sebestyen - Public
Course - ITIL® Foundation V5
In my opinion large amount of practical examples is very helpful to understand subject.
