ITIL 4 Foundation Certification Training Course
ITIL 4 Foundation Certification Training Course
Audience:
- IT Managers & Support Teams
- IT Architects/Planners/Consultants
- System Administrators & Analysts
- Operations Managers
- Database Administrators
- Service Delivery Professionals
- Quality Analysts
- Process Owners & Practitioners
Outline:
Module 1: ITIL® 4 FOUNDATION 7
- Introduction
- Service Management: Key Concepts
- The Guiding Principles
- The Four Dimensions of Service Management
- The ITIL Service Value System
Module 2: CREATE, DELIVER AND SUPPORT
- Introduction
- ITSM Professionalism
- Resource Planning and Management
- Value Streams to Create, Deliver and Support Services
- Prioritize and Manage Work
Module 3: DRIVE STAKEHOLDER VALUE
- Introduction
- Customer Journey
- Engage and Foster Relationships
- Shape Demand and Define Service Offering
- Onboard and Offboard Customers and Users
- Co-creation and Consumption of Services
- Realize and Validate Service Value
Module 4: HIGH VELOCITY IT 253
- Introduction
- Key Concepts of High Velocity IT
- High Velocity IT Objectives
- High Velocity ITIL
- High Velocity IT Culture
Module 5: DIRECT, PLAN AND IMPROVE
- Introduction
- Key Concepts of Direct, Plan and Improve
- Role of GRC and Integration into Service Value System
- Organizational Change Management