Formation de mise à niveau vers ITIL 4 & Certification
Prochaines sessions
Programme
Découvrez quelles sont les différences entre ITIL v3 et ITIL 4 et recevez un aperçu complet des concepts et principes clés d’ITIL 4.
Vous recevrez également tous les éléments pour vous préparer à l’examen ITIL 4 Foundation.
Vous recevrez également tous les éléments pour vous préparer à l’examen ITIL 4 Foundation.
- IT service management in the modern world
- The key components and benefits of the ITIL 4 framework
- The key concepts and terminology of service management
- Nature of value and co-creation
- The various stakeholders involved
- Products and services: definitions and purpose
- Service relationships
- Key components of customer value: outcomes, costs and risks
- The four dimensions of service management or how to facilitate effective and efficient value for your customers and other stakeholders
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
- How external factors can affect service management in your organization
- The ITIL service value system: enable value creation
- An overview of the service value system
- Opportunity, demand and value
- The ITIL guiding principles
- Governing bodies and governance
- Service value chain: outline the key activities
- Continual improvement
- The ITIL management practices or how ITIL interacts with other frameworks and models
- General management practices
- Service management practices
- Technical management practices
