The ITIL v.4 course It is your gateway to the dynamic and ever-growing field of IT service management. In an environment where technology is evolving rapidly and organisations are seeking to optimise their services, ITIL v.4 stands out as an essential tool. This course immerses you in the fundamentals of ITIL v.4, covering everything from the key dimensions to the guiding principles and the best technical practices. You will develop the skills to align IT services with the needs from the business, thereby improving efficiency and customer satisfaction. Demand for professionals with ITIL expertise is on the rise, as organisations seek skilled individuals who can lead the digital transformation and continuous improvement of their services. Delivered online, the course offers flexibility so you can learn at your own pace, wherever you are. Taking this course sets you apart in the job market, preparing you to tackle the current challenges of IT service management.
ITIL v.4
Agile Management
40 hours
Introduction
Objectives
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Understanding the basics and the Development of ITIL v4 to improve service management.
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Identify and apply the four dimensions on service management in ITIL v4.
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To analyse and apply the guiding principles in order to guide decision-making in ITIL v4.
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Integrate best practices ITIL v4 techniques in business processes.
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To develop skills to improve efficiency in ITIL service management.
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Implement ITIL v4 strategies to optimise the delivery from services.
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Assessing and adapting processes in accordance with ITIL v4 best practice.
Table of Contents
TEACHING UNIT 1. INTRODUCTION TO ITIL V4
Introduction
ITIL and other frameworks
Key concepts (I)
Key Concepts (II)
Key concepts (utility, guarantee and summary)
TEACHING UNIT 2. DIMENSIONS
The 4 dimensions of service management (I)
The 4 dimensions of service management (II)
Cloud computing and PESTLE
Implementation of ITIL
Introduction to the SVS
TEACHING UNIT 3. GUIDING PRINCIPLES OF ITIL
Guiding Principles of ITIL V4 (I)
Guiding Principles of ITIL V4 (II)
Guiding Principles of ITIL V4 (III)
Value chain
Governance and continuous improvement
TEACHING UNIT 4. BEST TECHNICAL PRACTICES
General management practices
Service management practices
Technical management and agile ITMS practices