Course Outline
Introduction
Course Agenda (Duration 3 days)
Day 1:
Module 1: Course Introduction
Welcome and introductions
Overview of the course
Learning objectives for government
Structure and agenda of the course
Introduction to IT Service Management in the Modern World
Introduction to ITIL 4
Structure and benefits of ITIL 4 for government
Exam details
Summary of key points
Module 2: Service Management Key Concepts
Purpose and context
Key terms covered in this module
Learning objectives
Value and value co-creation
Value: Services, products, and resources
Service relationships
Value: Outcomes, costs, and risks
Summary of the module
Day 2:
Module 3: The Guiding Principles
Purpose and context
Identifying guiding principles for government
Key terms covered in this module
Learning objectives
Topics covered
The seven guiding principles
Applying the guiding principles
Summary of key points
Module 4: The Four Dimensions of Service Management
Purpose and context
The four dimensions for government
Key terms covered in this module
Learning objectives
Topics covered
Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
External factors and the PESTLE model
Summary of the module
Module 5: Service Value System
Purpose and context
Key terms covered in this module
Learning objectives
Topics covered
Overview of the service value system for government
Overview of the service value chain
Summary of the module
Day 3:
Module 6: Continual Improvement
Purpose and context
Key terms covered in this module
Learning objectives
Topics covered
Introduction to continual improvement for government
The continual improvement model
Relationship between continual improvement and guiding principles
Summary of key points
Module 7: Overview of ITIL Practices
Purpose and context
Key terms covered in this 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
Summary of the module
Module 8: More on the ITIL Practices
Purpose and context
Key terms covered in this module
Learning objectives
Topics covered
The practices for government
Summary of the module
Summary and Next Steps
Requirements
Audience
The ITIL 4 Foundation certification is appropriate for individuals who need a foundational understanding of the ITIL framework and its application to enhance the quality of IT service management within an organization. This certification is also beneficial for IT professionals working in organizations that have adopted ITIL, as they need to be aware of and contribute to the overall service improvement program.
ITIL 4 continues to support the IT service management (ITSM) community while broadening its scope to include a wider range of professionals operating 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 and governance 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
