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Duration 21 hours
Course Outline
Introduction to ITIL™️ 4 Management Practices
- Overview of ITIL™️ practices and their critical role in service management
- Grasping organizational resources and the creation of service value
- The interplay between ITIL practices, service value streams, and continual improvement
- An overview of the ITIL™️ Practice Manager qualification pathway
Service Management Practices: Monitor, Support, and Fulfil
Service Desk
- The purpose and value of the Service Desk practice
- Managing user communication and support channels
- Enhancing user experience and service quality
Incident Management
- Understanding the core objectives of incident management
- Identifying, prioritizing, and resolving incidents
- Efficiently restoring normal service operations
Problem Management
- Identifying and managing the underlying causes of incidents
- Techniques for root cause analysis
- Preventing recurring incidents through continual improvement
Service Request Management
- Effectively managing user requests
- Designing efficient request fulfillment workflows
- Improving automation and overall service efficiency
Monitoring and Event Management
- Understanding effective monitoring strategies
- Detecting, analyzing, and responding to events
- Supporting proactive service management initiatives
Practices for Plan, Implement, and Control
Change Enablement
- Managing changes while minimizing risk
- Processes for change assessment, approval, and implementation
- Supporting both agile and controlled change delivery
Deployment and Release Management
- Planning and overseeing software deployments
- Coordinating releases across different environments
- Reducing deployment risks and accelerating delivery speed
Service Configuration Management
- Managing configuration information and its relationships
- Understanding Configuration Management Database (CMDB) concepts
- Supporting accurate and reliable service information management
IT Asset Management
- Managing the full lifecycle of IT assets
- Improving visibility and control over assets
- Supporting compliance and cost optimization
Practices for Collaborate, Assure, and Improve
Relationship and Supplier Management
- Managing stakeholder relationships effectively
- Establishing productive supplier collaboration
- Enhancing service delivery through strategic partnerships
Service Level Management
- Defining and managing service expectations
- Creating meaningful service level agreements (SLAs)
- Measuring and enhancing service performance
Continual Improvement
- Applying the principles of continual improvement
- Identifying opportunities for enhancement
- Measuring and sustaining service improvements
Information Security Management
- Understanding information security objectives within the ITIL framework
- Supporting confidentiality, integrity, and availability
- Integrating security practices into service management
Practice Integration and Service Value Streams
- Understanding cross-practice collaboration
- Combining practices to support effective service value streams
- Applying ITIL principles to real-world scenarios
- Enhancing operational effectiveness through integrated practices
Practical Workshop and Certification Preparation
- Applying ITIL practices through practical exercises
- Reviewing practice roles, activities, and workflows
- Preparing for the ITIL Practice Manager assessment requirements
- Course summary and next 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.
