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The course contains 5 days of classes.
Day 1: Introduction
- Intro to IT Service Management and ITIL 4
- Key concepts of service management
- Stakeholder and service consumer roles
Activity - Service offerings
- Creating value with services
- Stakeholder and service consumer roles
Day 2: Four Dimensions of Service Management & SVS
-
- Organisation and People
- Information and Technology
- Partners and Suppliers
- Value Stream and Processes
- PESTLE analysis
- Service Value System
- Organisation and People
- Information and Technology
- Partners and Suppliers
- Value Stream and Processes
Day 3: Service Value Chain & Guiding Principles
- Service Value Chain
- Plan
- Deliver & support
- Improve
- Engage
- Design & transition
- Obtain/build
- Guiding Principles
- Focus on value
- Start where you are
- Progress iteratively with Feedback
- Collaborate and Promote Visibility
- Think and Work Holistically
- Keep it Simple and Practical
- Optimize and automate
Day 4: ITIL 4 management practices Part 1
- Recall the purpose of the following ITIL practices:
- Key management practices part 1
- Incident management
- Service request management
- Service desk
- Key management practices part 2
- Continual improvement
- Problem management
- Key management practices part 3
- Change enablement
- Service level management
- Review and reflect
Day 5: Q & A and Preparting for the Exam
