4 half days (14 Hours) / Exam voucher and Take2 option included
Programme
• IT service management in the modern world
• The key components and benefits of the ITIL v4 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 4 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
• ITIL 4 Foundation exam preparation with sample papers
