(Click Category to List Courses)
42 - IT-S Information Technology - Security and Audit
IT-S 305B - ITIL v4 Foundation (2 Days)
Please contact us for fees
Course Description
This course provides participants who deal with the organization’s digital and information systems functions with a practical understanding of the key concepts, common language, principles and practices that enables successful management of modern IT-enabled services. It is based on the ITIL 4 best practice service value system. It enables candidates to look at IT Service Management through an end-to-end operating model for the creation, delivery and continual improvement of tech-enabled products and services.
Course Objectives
- Understand key IT service management concepts
- Identify opportunities to develop IT practices using ITIL guidelines
- Interact with IT teams using ITIL 4 terminology and concepts
- Explore the service value chain and IT service management practices
- Recognize the importance of IT and business integration
Who Should Attend?
- IT Executives
- IT Architects
- Operations Managers
- IT Audit Managers
- IT Planners
- Consultants
- Database administrators
Course Details/Schedule
Day 1
- IT Service Management definitions
- Key concepts of value creation
- Key concepts of service relationships
- The ITIL guiding principles
- The 4 dimensions of service management
- The ITIL service value system
- The service value chain, its inputs and outputs, and its role.
Day 2
- Service value chain elements
- Detail of the ITIL practices:
- Continual Improvement (including continual improvement model)
- Change control
- Incident management
- Problem Management
- Service request management
- Service desk
- Service level management
- The purpose of the following ITIL practices
- Information security management
- Relationship management
- Supplier management
- Availability management
- Capacity and performance management
- Service configuration management
- IT asset management
- Business analysis
- Service continuity management
- Deployment management
- Monitoring and event management
- Release management
