Course Outline
Introduction
Course Agenda (Duration 3 Days)
Day 1:
Module 1: Course Introduction
Let’s get to know each other
Course overview
Course learning objectives
Course structure
Course agenda
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and Benefits of ITIL 4 for government
Exam details
Summary key points
Module 2: Service Management Key Concepts
Intent and Context
Key terms covered in the module
Module learning objectives
Value and Value Co-Creation
Value: Services, Products, and Resources
Service Relationships
Value: Outcomes, Costs, and Risks
Module Summary
Day 2:
Module 3: The Guiding Principles
Intent and Context
Identifying Guiding Principles
Key terms covered in the module
Module learning objectives
Topics Covered
The Seven Guiding Principles
Applying the Guiding Principles for government
Summary Key Points
Module 4: The Four Dimensions of Service Management
Intent and Context
The Four Dimensions
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Organizations and People
Information and Technology
Partners and Suppliers
Value Stream and Processes
External Factors and the PESTLE Model
Module Summary
Module 5: Service Value System
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Overview of Service Value System for government
Overview of the Service Value Chain
Module Summary
Day 3:
Module 6: Continual Improvement
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Introduction to Continual Improvement for government
The Continual Improvement Model
Relationship between Continual Improvement and Guiding Principles
Summary Key Points
Module 7: Overview of ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
Purpose of ITIL Practices for government
The Continual Improvement Practice
The Change Control Practice
The Incident Management Practice
The Problem Management Practice
The Service Request Management Practice
The Service Desk Practice
The Service Level Management Practice
Module Summary
Module 8: More on the ITIL Practices
Intent and Context
Key Terms Covered in the Module
Module Learning Objectives
Topics Covered
The Practices for government
Module Summary
Summary and Next Steps
Requirements
Audience
The ITIL 4 Foundation certification is designed for individuals who need a foundational understanding of the ITIL framework and its application in enhancing the quality of IT service management within an organization. This certification is particularly relevant for government IT professionals who are part of organizations that have adopted ITIL, as they need to be aware of and contribute to the overall service improvement program.
ITIL 4 not only supports the ITSM community but also broadens its reach to a wider range of professionals working in the digital landscape. It provides guidance on how IT can effectively interface with and lead broader business strategies, ensuring alignment with public sector workflows, governance, and accountability for government operations.
Testimonials (2)
The framework of BA
Puguh - PT PLN INDONESIA POWER
Course - PMI Professional in Business Analysis (PBA) Certification Preparation
As it is lot of content I really liked the working exercises
