Course Outline
Module 1 – IT Service Management Fundamentals and ITIL 4
- Key Concepts for Service Management
- ITIL 4 Structure
Module 2 – Practices Focused on Service Design and Architecture
- Service Portfolio and Service Catalog
- Project Management
- Service Level Management
- Demand, Capacity, and Availability Management
- Information Security Management
- ICT Service Continuity Management
Module 3 – Practices Focused on Service Delivery and Sustainability for Government
- Configuration and Asset Management Service
- Service Requests
- Incident Management
- Problem and Knowledge Management
- Change Management
Module 4 – Case Study and Practical Application for Government
- Analysis of Real Scenarios
- Simulations of the Application of Learned Concepts
Summary and Next Steps
Requirements
- Basic understanding of information technology systems and operations for government
- Familiarity with service management concepts
- Experience working in an IT environment
Audience
- IT professionals
- ICT service managers
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.
