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Course Outline
Introduction to ITIL® 4 Management Practices
- Comprehensive overview of ITIL® 4 practices and their strategic role in service management for government entities
- Evaluation of organizational resources and mechanisms for generating service value
- Analysis of the interdependencies between ITIL practices, service value streams, and continual improvement frameworks
- Outline of the ITIL® Practice Manager professional development pathway for public sector professionals
Service Management Practices: Monitor, Support, and Fulfil
Service Desk
- Defining the purpose and value proposition of the Service Desk practice for government operations
- Administration of user communication channels and technical support infrastructure
- Enhancing user experience and ensuring high standards of service quality
Incident Management
- Clarifying the primary objectives of incident management within federal contexts
- Procedures for incident identification, prioritization, and resolution
- Efficient restoration of standard service operations to minimize operational disruption
Problem Management
- Identification and mitigation of root causes underlying incidents
- Application of advanced root cause analysis methodologies
- Prevention of recurring issues through the implementation of continual improvement measures
Service Request Management
- Effective administration of standard user service requests
- Design of standardized workflows for request fulfillment
- Advancement of automation strategies to increase service efficiency
Monitoring and Event Management
- Development and execution of comprehensive monitoring strategies
- Processes for event detection, analysis, and appropriate response protocols
- Enablement of proactive service management capabilities
Practices for Plan, Implement, and Control
Change Enablement
- Risk-based management of organizational changes to maintain stability
- Structured processes for change assessment, approval, and implementation
- Facilitation of agile yet controlled change delivery aligned with federal requirements
Deployment and Release Management
- Strategic planning and execution of software deployment initiatives
- Coordination of release activities across diverse operational environments
- Mitigation of deployment risks while accelerating delivery timelines
Service Configuration Management
- Administration of configuration data and inter-element relationships
- Familiarization with Configuration Management Database (CMDB) architecture and concepts for government use
- Ensuring accuracy and reliability of service information assets
IT Asset Management
- Oversight of the complete lifecycle of IT assets in compliance with federal standards
- Enhancement of asset visibility and operational control
- Support for regulatory compliance and cost-effective resource optimization
Practices for Collaborate, Assure, and Improve
Relationship and Supplier Management
- Management of stakeholder relationships across public sector partnerships
- Establishment of robust collaboration frameworks with external suppliers
- Improvement of service delivery outcomes through strategic alliances
Service Level Management
- Definition and management of explicit service expectations for government stakeholders
- Development of clear and actionable Service Level Agreements (SLAs)
- Measurement and continuous improvement of service performance metrics
Continual Improvement
- Application of continual improvement principles to federal IT operations
- Identification of opportunities for process and service enhancement
- Measurement and sustenance of service improvements over time
Information Security Management
- Understanding information security objectives as defined within the ITIL® framework for government applications
- Maintenance of confidentiality, integrity, and availability standards
- Integration of security protocols into broader service management activities
Practice Integration and Service Value Streams
- Understanding cross-practice collaboration requirements for federal IT projects
- Synthesis of multiple practices to support effective service value streams for government missions
- Application of ITIL principles to real-world public sector scenarios
- Enhancement of operational effectiveness through the integration of management practices
Practical Workshop and Certification Preparation
- Application of ITIL practices through targeted practical exercises relevant for government personnel
- Review of practice roles, activities, and standardized workflows
- Preparation for meeting the assessment requirements of the ITIL Practice Manager qualification
- Course summary and identification of next steps for professional development
Requirements
The ITIL® 4 Foundation Certification Assessment, designed for government practitioners.
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.
