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Duration 21 hours
Course Outline
Introduction to ITIL® 4 Management Practices
- Summary of ITIL® 4 management practices and their function in service management operations
- Analyzing organizational resources and the creation of service value
- Interdependencies between ITIL practices, service value streams, and continuous improvement mechanisms
- Outline of the ITIL® Practice Manager certification pathway
Service Management Practices: Monitoring, Support, and Fulfillment
Service Desk
- Function and strategic value of the Service Desk practice
- Oversight of user communication channels and support infrastructure
- Enhancing user experience and service quality metrics
Incident Management
- Defining the objectives of incident management
- Processes for incident identification, prioritization, and resolution
- Efficient restoration of normal service operations
Problem Management
- Identification and management of underlying incident causes
- Techniques for root cause analysis
- Mitigation of recurring incidents through continuous improvement
Service Request Management
- Effective handling of user service requests
- Design of request fulfillment workflows
- Optimization of automation and service efficiency
Monitoring and Event Management
- Evaluation of monitoring strategies
- Detection, analysis, and response to events
- Support for proactive service management initiatives
Practices for Planning, Implementation, and Control
Change Enablement
- Management of changes with risk mitigation
- Processes for change assessment, authorization, and implementation
- Support for agile and controlled change delivery
Deployment and Release Management
- Planning and oversight of software deployments
- Coordination of releases across various environments
- Reduction of deployment risks and acceleration of delivery cycles
Service Configuration Management
- Management of configuration data and component relationships
- Foundational concepts of the Configuration Management Database (CMDB)
- Support for accurate service information management
IT Asset Management
- Oversight of the IT asset lifecycle
- Enhancement of asset visibility and operational control
- Support for regulatory compliance and cost optimization
Practices for Collaboration, Assurance, and Improvement
Relationship and Supplier Management
- Management of stakeholder relationships
- Establishment of effective supplier collaboration frameworks
- Enhancement of service delivery through strategic partnerships
Service Level Management
- Definition and management of service expectations
- Development of meaningful service level agreements (SLAs)
- Measurement and enhancement of service performance
Continual Improvement
- Application of continuous improvement principles
- Identification of areas for improvement
- Measurement and sustainment of service enhancements
Information Security Management
- Understanding information security objectives within the ITIL framework
- Support for confidentiality, integrity, and availability standards
- Integration of security practices into service management operations
Practice Integration and Service Value Streams
- Understanding collaboration across distinct practices
- Integration of practices to support effective service value streams
- Application of ITIL principles to operational scenarios for government
- Enhancement of operational effectiveness through integrated practices
Practical Workshop and Certification Preparation
- Application of ITIL practices through practical exercises
- Review of practice roles, activities, and workflows
- Preparation for ITIL Practice Manager assessment requirements
- Course summary and subsequent procedural steps
Requirements
ITIL®️ 4 Foundation Exam
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.
