Over the past decade or so, the ITIL® framework has become the standard for IT service management. Its new version, ITIL® V4, published in 2019, incorporates new digital-appropriate practices, Agile methods, and DevOps.
Training at your location, our location or remotely
Ref. IFS
3d - 21h
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Over the past decade or so, the ITIL® framework has become the standard for IT service management. Its new version, ITIL® V4, published in 2019, incorporates new digital-appropriate practices, Agile methods, and DevOps.
Teaching objectives
At the end of the training, the participant will be able to:
Understand ITIL® concepts and terminology
Learn the IT service management value chain
Understand the added value of ITIL®
Prepare for the ITIL® V4 Foundation certification exam
Intended audience
Anyone involved in providing and managing IT services.
Prerequisites
Basic knowledge of information systems management.
Course schedule
The ITIL® framework and the practice of service management
The history of ITIL®: Its origins, who’s behind it. The reasons for its success.
The notions of best practices and standards.
The main goals of ITIL®.
Key concepts in service management
Definitions: Service, utility, warranty, customer, user, sponsor, and service management.
Concepts related to creating value through services: Cost, value, outcome, deliverable, and risk.
Relationship concepts: Service offering, relationship management, service provision, and service consumption.
The 7 guiding principles for organizations
Description of the nature, use, and interactions of the 7 principles.
Focus on value.
Start where you are.
Progress iteratively with feedback.
Collaborate and promote visibility.
Think and work holistically.
Keep it simple and practical.
Optimize and automate.
The 4 dimensions of service management
Organizations and people.
Information and technology.
Partners and suppliers.
Value streams and processes.
The IT service management value chain
The notion of a value chain, its purpose and components, and its interconnected nature.
The goals, inputs, and outputs of each of the six activities of the value chain.
Plan, improve, engage, design and transition, obtain/build, delivery and support.
The 18 practices of IT service management
The notion of practice.
The goals and key terms of the 18 practices.
The 7 main practices of service management
Continual improvement.
Change management.
Incident management
Problem management.
Service request management.
Service centre.
Service level management.
Preparing for and taking the certification exam
Review of the ITIL® 4 Foundation program.
Mock exam and group correction. Tips for the exam.
Exam
The exam is made up of 40 MCQs to be answered in 1 hour, closed-note. Getting 65% correct is required for certification.
This course involves active, participatory learning. ITIL® concepts are explained, illustrated through feedback, and enhanced with group discussions.
Customer reviews
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Dates and locations
Select your location or opt for the remote class then choose your date.
Remote class
No session at the moment, we invite you to consult the schedule of distance classes.